The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 23, 2025
Filed:
Jan. 25, 2024
State Farm Mutual Automobile Insurance Company, Bloomington, IL (US);
Dan Enomoto, Normal, IL (US);
State Farm Mutual Automobile Insurance Company, Bloomington, IL (US);
Abstract
Techniques for simulating the logical flow of a contact center system without requiring user-provided contact instantiation are described herein. In some embodiments, a contact center simulation system is configured to map a contact flow of the contact center system to fields of a database and/or a contact trace record associated with a past contact instance. Based on this mapping data, the contact center simulation system may be configured to traverse the contact flow using programmatic input(s) corresponding to the inputs associated with a contact trace record. Through these simulations, the contact center simulation may identify one or more deficiencies associated with the contact center system without requiring any external inputs and without having access to the routing codebase of the contact center system.