Patent Issued for Call center data transfer system (USPTO 11223726): United Services Automobile Association

2022 JAN 28 (NewsRx) -- By a News Reporter-Staff News Editor at Insurance Daily News -- United Services Automobile Association (San Antonio, Texas, United States) has been issued patent number 11223726, according to news reporting originating out of Alexandria, Virginia, by NewsRx editors.

The patent’s inventors are Csabi, Rachel Elizabeth (Frisco, TX, US), King, Hollie Ilene (Frisco, TX, US), Kwak, Victor (Frisco, TX, US), Lake, Zachery C. (Aubrey, TX, US), Rai, Yogen (Plano, TX, US), Taylor, Samantha Elizabeth (Frisco, TX, US), Wheeler, Nicholas C. (The Colony, TX, US).

This patent was filed on September 24, 2020 and was published online on January 11, 2022.

From the background information supplied by the inventors, news correspondents obtained the following quote: “This section is intended to introduce the reader to various aspects of art that may be related to various aspects of the present disclosure, which are described and/or claimed below. This discussion is believed to be helpful in providing the reader with background information to facilitate a better understanding of the various aspects of the present disclosure. Accordingly, it may be understood that these statements are to be read in this light, and not as admissions of prior art.

“Business organizations may employ customer service representatives (CSRs) within one or more call centers. The CSRs may be available (e.g., by telephone) to assist a customer with various tasks (e.g., open new accounts, submit complaints, update personal information) and/or to answer the customer’s inquiries (e.g., questions regarding products). Furthermore, some large business organizations may have multiple call centers (e.g., multiple separate call centers or multiple separate departments within a call center), and/or the CSRs may be trained to address certain issues (e.g., specialize in certain issues). For example, the CSRs in a first call center may specialize in answering complaints, the CSRs in a second call center may specialize in assisting with new orders, the CSRs in a third call center may specialize in answering questions about a specific product line, and so forth.”

Supplementing the background information on this patent, NewsRx reporters also obtained the inventors’ summary information for this patent: “A summary of certain embodiments disclosed herein is set forth below. It should be understood that these aspects are presented merely to provide the reader with a brief summary of these certain embodiments and that these aspects are not intended to limit the scope of this disclosure. Indeed, this disclosure may encompass a variety of aspects that may not be set forth below.

“In one embodiment, a call center data transfer system includes one or more processors that are configured to receive call data related to information provided by a caller during a first portion of a call with a first customer service representative. The one or more processors are also configured to assign an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative, associate the identifier with the call data in one or more databases, receive the identifier as an input during a second portion of the call with a second customer service representative, and use the identifier to retrieve the call data from the one or more databases. The one or more processors are further configured to display the call data via a display for visualization by the second customer service representative during the second portion of the call with the second customer service representative.

“In one embodiment, a call center data transfer system includes one or more processors that are configured to receive call data related to information provided by a caller during a first portion of a call. The one or more processors are also configured to assign an identifier to the call, wherein the identifier comprises a variation in sound that is embedded in an audio signal. The one or more processors are further configured to associate the identifier with the call data in one or more databases, receive the identifier as an input during a second portion of the call, use the identifier to retrieve the call data from the one or more databases, and display the call data via a display for visualization by a customer service representative during the second portion of the call.

“In one embodiment, a method of transferring call data with a call center data transfer system includes receiving, at one or more processors, the call data related to information provided by a caller during a first portion of a call with a first customer service representative. The method also includes assigning, using the one or more processors, an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative. The method further includes associating, using the one or more processors, the identifier with the call data in one or more databases. The method further includes receiving, at the one or more processors, the identifier as an input during a second portion of the call with a second customer service representative. The method further includes retrieving, using the one or more processors, the call data from the one or more databases with the identifier. The method further includes instructing, using the one or more processors, display of an indication of the call data for visualization by the second customer service representative during the second portion of the call with the second customer service representative.

“Various refinements of the features noted above may exist in relation to various aspects of the present disclosure. Further features may also be incorporated in these various aspects as well. These refinements and additional features may exist individually or in any combination. For instance, various features discussed below in relation to one or more of the illustrated embodiments may be incorporated into any of the above-described aspects of the present disclosure alone or in any combination. The brief summary presented above is intended only to familiarize the reader with certain aspects and contexts of embodiments of the present disclosure without limitation to the claimed subject matter.”

The claims supplied by the inventors are:

“1. A call center data transfer system, comprising: one or more processors configured to: receive call data related to information provided by a caller during a first portion of a call with a first customer service representative; assign an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative; associate the identifier with the call data in one or more databases; receive the identifier as an input from the caller during a second portion of the call with a second customer service representative; use the identifier to retrieve the call data from the one or more databases; and display the call data via a display for visualization by the second customer service representative during the second portion of the call with the second customer service representative.

“2. The call center data transfer system of claim 1, wherein the one or more processors are configured to randomly assign the identifier to the call.

“3. The call center data transfer system of claim 1, wherein the identifier comprises a word or a phrase.

“4. The call center data transfer system of claim 1, wherein the one or more processors are configured to verify an identity of the caller based on the information provided by the caller during the first portion of the call with the first customer service representative and to assign the identifier to the call in response to the identity of the caller being verified.

“5. The call center data transfer system of claim 1, wherein the one or more processors are configured to select the identifier from a list of available identifiers, and the identifier is removed from the list of available identifiers for a remainder of the call after the one or more processors select the identifier and assign the identifier to the call.

“6. The call center data transfer system of claim 5, wherein the one or more processors are configured to add the identifier back to the list of available identifiers for use by other callers during other calls in response to termination of the call.

“7. The call center data transfer system of claim 1, wherein the identifier is provided to the caller during the first portion of the call with the first customer service representative via a notification on a mobile device of the caller.

“8. The call center data transfer system of claim 1, wherein the one or more processors are configured to detect the identifier via speech recognition software, which enables the one or more processors to receive the identifier as the input during the second portion of the call with the second customer service representative.

“9. The call center data transfer system of claim 1, wherein the call data is input by the first customer service representative.

“10. A method of transferring call data with a call center data transfer system, comprising: receiving, at one or more processors, the call data related to information provided by a caller during a first portion of a call with a first customer service representative; assigning, using the one or more processors, an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative; associating, using the one or more processors, the identifier with the call data in one or more databases; receiving, at the one or more processors, the identifier as an input from the caller during a second portion of the call with a second customer service representative; retrieving, using the one or more processors, the call data from the one or more databases with the identifier; and instructing, using the one or more processors, display of an indication of the call data for visualization by the second customer service representative during the second portion of the call with the second customer service representative.

“11. The method of claim 10, wherein the identifier comprises a word or a phrase.

“12. The method of claim 10, comprising randomly assigning, using the one or more processors, the identifier to the call.

“13. The method of claim 10, comprising detecting, using the one or more processors, the identifier via speech recognition software to enable receiving the identifier as the input during the second portion of the call with the second customer service representative.”

For the URL and additional information on this patent, see: Csabi, Rachel Elizabeth. Call center data transfer system. U.S. Patent Number 11223726, filed September 24, 2020, and published online on January 11, 2022. Patent URL: http://patft.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PALL&p=1&u=%2Fnetahtml%2FPTO%2Fsrchnum.htm&r=1&f=G&l=50&s1=11223726.PN.&OS=PN/11223726RS=PN/11223726

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