Patent Issued for Interactive data system (USPTO 11605135): Hartford Fire Insurance Company

2023 MAR 30 (NewsRx) -- By a News Reporter-Staff News Editor at Insurance Daily News -- A patent by the inventors Neag, Peter (Torrington, CT, US), Thompson, Jeffrey C. (Meridian, ID, US), Trella, Kelly L. (Meriden, CT, US), filed on February 26, 2021, was published online on March 14, 2023, according to news reporting originating from Alexandria, Virginia, by NewsRx correspondents.

Patent number 11605135 is assigned to Hartford Fire Insurance Company (Hartford, Connecticut, United States).

The following quote was obtained by the news editors from the background information supplied by the inventors: “Marketing experts are coming to recognize that engendering customer loyalty is a crucial ingredient in generating increased profitability. Typical tools for measuring customer loyalty include surveying customers after completion of interaction between customers and company employees. Results of such surveys can be employed to improve employee training and designs of customer service practices. Similarly, survey results may be used to inform an appropriate allocation of resources, such as funding and information technology resources, to better serve customers. Such improvements may lead to future increases in customer loyalty. In some cases, an insurance company or agent may wish to use comments and other information about a customer to better improve service and/or to offer additional services that might be of interest to that customer. In some cases, an insurance company or agent may wish to use comments and other information about a customer in testimonial marketing messages (e.g., web-based advertising, etc.). For example, an insurance company may utilize one or more “third party administrators” to help facilitate claims processing in connection with insurance policies. In this case, survey results may be used to assess the performance of the third party administrators and/or to improve the service being provided. By way of further example, an insurance company may utilize one or more sales or distribution partners to help facilitate the marketing of other insurance policies. It can be difficult, however, to determine which customers and/or customer responses would be suitable for such purposes by manually reviewing the feedback information.”

In addition to the background information obtained for this patent, NewsRx journalists also obtained the inventors’ summary information for this patent: “A system is disclosed for customer feedback acquisition and processing. The system includes a data acquisition processor for receiving customer feedback responses to customer loyalty surveys. The customer feedback response may be, for example, received by the data acquisition processor after notice of an insurance claim is received and/or before the claim is resolved. According to some embodiments, the customer feedback response may be received after a claim is resolved. The data acquisition processor may operative to classify the customer feedback response in one of two categories. The two categories are a “potential-promoter” category and a “non-potential-promoter” category. When a customer feedback response is categorized as being in the potential-promoter category, he or she may receive a supplemental portion of the loyalty survey (e.g., asking for his or her permission to be included in a testimonial marketing message).

“In addition, the system includes a database storage unit in communication with the data acquisition processor for storing data that represents customer feedback responses.

“By providing the supplemental portion of the loyalty survey to only those customers who have provided feedback that has been automatically categorized as being in the potential-promoter category, embodiments may provide for the efficient generation of testimonial marketing messages.

“A system is disclosed for customer feedback acquisition and processing. The system includes a data acquisition processor for receiving a customer feedback response to a loyalty survey, the customer feedback being received after a notice of an insurance claim associated with an insurance entity and a customer is received. The processor may also determine a loyalty rating for the customer based on the received customer feedback response, and, based on the loyalty rating, automatically transmit information associated with the customer to a party other than the insurance entity.

“In addition, the system includes a database storage unit in communication with the data acquisition processor for storing data that represents customer feedback responses.”

The claims supplied by the inventors are:

“1. A selective remote interactive graphical display and data management system, comprising: a data storage device storing data indicative of a plurality of data records; a remote data acquisition computer, in communication with the data storage device, configured to: selectively trigger display actions for the data records based on at least a time-based rule and a time-independent rule; classify a portion of a response received from a remote user device to an initial question provided via a display interface on the remote user device, the display interface having a plurality of user-selectable options arranged to define a scale of values indicative of a user likelihood of recommending an entity to an individual known to the user, in one of two categories, the two categories being a potential-promoter category and a non-potential-promoter category, based on responses on the scale being below a first threshold value being classified as being in the non-potential-promoter category, and responses on the scale above a second threshold value being in the potential-promoter category; based on a loyalty index value assigned to the portion of the response, the portion being classified as being in the potential-promoter category when the loyalty index value exceeds a threshold value, automatically transmit data relating to the user to a third party computer system, and exchange data with the third party computer system to determine a resolution status associated with the portion of the response; and analyze recordings of voice responses to surveys using at least one of voice recognition or machine text analysis to categorize responses as attention-required, and communicate to a third party administrator platform computer system responses categorized as attention-required in near real-time in order to permit contact to users providing survey results to effect a service recovery and resulting improved results on subsequent surveys; a display interface generator configured to: generate, responsive to the triggering by the remote data acquisition computer, for display on the display interface on the remote user device, the display interface having the plurality of user-selectable options arranged to define a scale of values indicative of a user likelihood of recommending an entity to an individual known to the user; responsive to the portion of the response being classified by the remote data acquisition computer in the potential-promoter category, automatically generate for display on the display interface, data indicative of a supplemental interface portion, including a request for permission to provide the response to the initial question to an audience including persons not known to the user; and responsive to the portion of the response being classified by the remote data acquisition computer in the non-potential-promoter category, automatically generating for display on the remote interface, data indicative of a conclusion message to be displayed on the remote user device; and a database storage unit storing data indicative of a plurality of responses to the initial question and the supplemental interface portion.

“2. The system of claim 1, wherein the remote data acquisition computer is further configured to: classify the portion of the response by assigning the loyalty index value to the portion, wherein the loyalty index value is on a scale of loyalty index values.

“3. The system of claim 1, wherein the display includes an element labeled as ending interactions with the user, the element being associated with code operative to transmit the user’s response to the supplemental interface portion request, the display interface generator being configured to end the interactions with the user upon receipt of the response to the supplemental interface portion request transmitted responsive to user selection of the element.

“4. The system of claim 1, wherein the supplemental interface portion includes a question asking for the user’s permission to include information about the user in a testimonial marketing message.

“5. The system of claim 4, wherein the testimonial marketing message includes social network Internet platform information about the user and a social network Internet platform approval indication by the user, wherein the social network Internet platform approval indication comprises an approval indication actuated on the social network Internet platform by the user.

“6. The system of claim 5, wherein the display interface generator is further configured to, responsive to receipt of data indicative of user permission to include information about the user in the testimonial marketing message, automatically generate data indicative of a release form for display on the user device.

“7. The system of claim 1, further comprising displaying a conclusion message on the user interface responsive to receipt of the response to the supplemental interface portion request transmitted responsive to user selection of a complete survey icon displayed on the user interface.

“8. The system of claim 1, wherein the entity is an insurance company, and the portion of the feedback is received after a notice of an insurance claim associated with the user is received by the insurance company.

“9. The system of claim 8, wherein the user is other than an insured under a policy issued by the insurance company.

“10. The system of claim 1, wherein the data records correspond to insurance claims, and the initial question is associated with an interim loyalty survey for an open one of the insurance claims selected for the interim loyalty survey from a plurality of insurance claims open for a threshold number of days after a first notice of loss.

“11. The system of claim 10, wherein the portion of the response is received before the claim is resolved.

“12. The system of claim 10, wherein the portion of the response is received after the claim is resolved.

“13. A selective remote interactive graphical display and data management method, comprising: selectively triggering, by a remote data acquisition computer, in communication with a data storage device storing data indicative of a plurality of data records, display actions for the data records based on at least a time-based rule and a time-independent rule; generating, by a display interface generator, for display on a display interface on a remote user device, responsive to the triggering by the remote data acquisition computer, a display interface having an initial question and a plurality of user-selectable options arranged to define a scale of values indicative of a user likelihood of recommending an entity to an individual known to the user; receiving from the remote user device, data indicative of a received portion of a response comprising a selected one of the user-selectable options; classifying, by the remote data acquisition computer, the received portion of the response, in one of two categories, the two categories being a potential-promoter category and a non-potential-promoter category, based on responses on the scale being below a first threshold value being classified as being in the non-potential-promoter category, and responses on the scale above a second threshold value being in the potential-promoter category; based on a loyalty index value assigned to the portion of the response, the portion being classified as being in the potential-promoter category when the loyalty index value exceeds a threshold value, automatically transmitting, by the display interface generator, data relating to the user to a third party computer system, and exchanging data with the third party computer system to determine a resolution status associated with the portion of the response; responsive to the portion of the response being classified by the remote data acquisition computer in the potential-promoter category, automatically generating, by a display interface generator, for display on the remote interface, data indicative of a supplemental portion, including a request for permission to provide the response to the initial question to individuals not known to the user; responsive to the portion of the response being classified by the remote data acquisition computer in the non-potential-promoter category, automatically, by the display interface generator, ending the survey and generating for display on the remote interface, data indicative of a conclusion message to be displayed on the remote user device; storing data indicative of the response in a data storage device; and analyzing, by the remote data acquisition computer, recordings of voice responses to surveys using at least one of voice recognition or machine text analysis to categorize responses as attention-required, and to communicate to a third party administrator platform computer system the responses categorized as attention-required in near real-time in order to permit contact to users providing the survey results to effect a service recovery and resulting improved results on subsequent surveys.

“14. The method of claim 13, further comprising: classifying, by the remote data acquisition computer the portion of the response by assigning the loyalty index value to the portion, wherein the loyalty index value is on a scale of loyalty index values.

“15. The method of claim 14, further comprising: generating, by the display interface generator, on the display interface an element labeled as ending interactions with the user, the element being associated with code operative to transmit the user’s response to the supplemental portion request; and responsive to receipt of the response to the supplemental portion request transmitted responsive to user selection of the element, ending, by the display interface generator, the interactions with the user.”

There are additional claims. Please visit full patent to read further.

URL and more information on this patent, see: Neag, Peter. Interactive data system. U.S. Patent Number 11605135, filed February 26, 2021, and published online on March 14, 2023. Patent URL (for desktop use only): https://ppubs.uspto.gov/pubwebapp/external.html?q=(11605135)&db=USPAT&type=ids

(Our reports deliver fact-based news of research and discoveries from around the world.)