Patent Issued for Methods and systems for providing seamless customer experience transactions (USPTO 11361384): State Farm Mutual Automobile Insurance Company

2022 JUN 01 (NewsRx) -- By a News Reporter-Staff News Editor at Insurance Daily News -- A patent by the inventors Dillard, John (Bloomington, IL, US), Dionesotes, Leann (Bloomington, IL, US), Ruby, David (Normal, IL, US), Westhues, John (Normal, IL, US), filed on May 14, 2019, was published online on June 14, 2022, according to news reporting originating from Alexandria, Virginia, by NewsRx correspondents.

Patent number 11361384 is assigned to State Farm Mutual Automobile Insurance Company (Bloomington, Illinois, United States).

The following quote was obtained by the news editors from the background information supplied by the inventors: “When an accident occurs, a loss report associated with that accident must be created to send to an insurance company for claims processing. This loss report may require data from multiple sources, such as the insurance customer, and employees of the insurance company. This reporting function can be tedious and error prone, because often times the relevant data must be entered more than once across a wide variety of systems by a variety of different sources.”

In addition to the background information obtained for this patent, NewsRx journalists also obtained the inventors’ summary information for this patent: “In one aspect, a computer-implemented method for extending a customer relationship management platform may be provided. The method may include, via one or more local or remote processors, servers, sensors, and/or associated transceivers: receiving, at one or more processors, a customer loss report dataset from a user, wherein the customer loss report dataset has an associated insurance customer, and data indicative of an intake system; analyzing, at the one or more processors, the customer loss report dataset to determine relevant customer loss reporting data; generating, at the one or more processors, a customer loss report transaction including the relevant customer loss report data based upon the analysis; and transmitting, at the one or more processors, the customer loss report transaction to a customer relationship management platform. The method may include additional, less, or alternate actions, including those discussed elsewhere herein.

“The methods may be implemented via computer systems, and may include additional, fewer, or alternate actions or functionality. Systems or computer-readable media storing instructions for implementing all or part of the method described above may also be provided in some aspects. Systems for implementing such methods may include one or more of the following: a special-purpose computing device, a personal electronic device, a mobile device, a wearable device, a processing unit of a vehicle, a remote server, one or more sensors, one or more communication modules configured to communicate wirelessly via radio links, radio frequency links, and/or wireless communication channels, and/or one or more program memories coupled to one or more processors of the personal electronic device, processing unit of the vehicle, or remote server. Such program memories may store instructions to cause the one or more processors to implement part or all of the method described above. Additional or alternative features described herein below may be included in some aspects.

“This summary is provided to introduce a selection of concepts in a simplified form that are further described in the Detailed Descriptions. This summary is not intended to identify key features or essential features of the claimed subject matter, nor is it intended to be used to limit the scope of the claimed subject matter.

“Advantages will become more apparent to those of ordinary skill in the art from the following description of the preferred aspects, which have been shown and described by way of illustration. As will be realized, the present aspects may be capable of other and different aspects, and their details are capable of modification in various respects. Accordingly, the drawings and description are to be regarded as illustrative in nature and not as restrictive.

“The Figures depict preferred embodiments for purposes of illustration only. One skilled in the art will readily recognize from the following discussion that alternative embodiments of the systems and methods illustrated herein may be employed without departing from the principles of the invention described herein.”

The claims supplied by the inventors are:

“1. A computer-implemented method for providing seamless customer experience transactions by facilitating data exchange without requiring manual input, the method comprising: receiving, at one or more processors, a customer loss report dataset from a user, wherein the customer loss report dataset has an associated insurance customer, and data indicative of an intake system, and wherein the receiving includes automatically collecting information at a location of a loss corresponding to the customer loss report dataset via one or more sensors located in a mobile computing device of the user; listening, via an omni system middleware communicatively coupled via an electronic network to a customer relationship management system, to the intake system; analyzing, at the one or more processors, the customer loss report dataset to determine relevant customer loss reporting data; generating, at the one or more processors, a customer loss report transaction including the relevant customer loss report data based upon the analyzing; determining that the customer loss report dataset has been received; and in response to determining, based on the intake system requiring manual input, that the intake system cannot handle a next step in a loss reporting process, transmitting, at the one or more processors, the customer loss report transaction via the electronic network to the customer relationship management system.

“2. The computer-implemented method of claim 1, wherein the customer loss report dataset includes biographical data on the associated insurance customer, policy information data for the associated insurance customer, relevant insurance employee data associated with the associated insurance customer, or combinations thereof.

“3. The computer-implemented method of claim 1, wherein the data indicative of the intake system indicates the customer loss report dataset was inputted at a website.

“4. The computer-implemented method of claim 1, wherein the data indicative of the intake system indicates the customer loss report dataset was inputted by an insurance agent via the customer relationship management system.

“5. The computer-implemented method of claim 1, wherein the data indicative of the intake system indicates the customer loss report dataset was inputted by the associated insurance customer via the mobile computing device.

“6. The computer-implemented method of claim 5, wherein the customer loss report dataset includes the location.

“7. The computer-implemented method of claim 6, wherein the location is based on customer profile data, geolocation data associated with the mobile computing device, sensor data collected at the mobile computing device, or combinations thereof.

“8. The computer-implemented method of claim 1, wherein the data indicative of the intake system indicates the customer loss report dataset was inputted by an insurance associate via the customer relationship management system.

“9. The computer-implemented method of claim 1, further comprising: presenting, at one or more user input devices via the one or more processors, data entry activities related to the customer loss report to the user.

“10. The computer-implemented method of claim 9, wherein the data entry activities are received from an insurance agent, insurance associate, automated intelligent agent program, or combinations thereof.

“11. A computer system for providing seamless customer experience transactions by facilitating data exchange without requiring manual input, the system comprising: a network interface configured to interface with a processor; one or more sensors; a memory configured to store non-transitory computer executable instructions and configured to interface with the processor; and the processor configured to interface with the memory, wherein the processor is configured to execute the non-transitory computer executable instructions to cause the processor to: receive a customer loss report dataset from a user, wherein the customer loss report dataset has an associated insurance customer, and data indicative of an intake system; automatically collect, via the one or more sensors, information at a location of a loss corresponding to the loss report dataset; listening, via an omni system middleware communicatively coupled via the network interface to a customer relationship management system, to the intake system; analyze the customer loss report dataset to determine relevant customer loss reporting data; generate, a customer loss report transaction including the relevant customer loss report data based upon the analyzing; determine that the customer loss report dataset has been received; and determine, based on the intake system requiring manual input, that the intake system cannot handle a next step in a loss reporting process; and transmit, in response to determining that the intake system cannot handle a next step in a loss reporting process, the customer loss report transaction via the network interface to the customer relationship management system.

“12. The computer system of claim 11, wherein the customer loss report dataset includes biographical data on the associated insurance customer, policy information data for the associated insurance customer, relevant insurance employee data associated with the associated insurance customer, or combinations thereof.

“13. The computer system of claim 11, wherein the data indicative of the intake system indicates the customer loss report dataset was inputted at a website.

“14. The computer system of claim 11, wherein the data indicative of the intake system indicates the customer loss report dataset was inputted by an insurance agent via the customer relationship management system.

“15. The computer system of claim 11, wherein the data indicative of the intake system indicates the customer loss report dataset was inputted by the associated insurance customer via a mobile computing device.

“16. The computer system of claim 15, wherein the customer loss report dataset includes the location.

“17. The computer system of claim 16, wherein the location is based on customer profile data, geolocation data associated with the mobile computing device, sensor data collected at the mobile computing device, or combinations thereof.

“18. The computer system of claim 11, wherein the data indicative of the intake system indicates the customer loss report dataset was inputted by an insurance associate via the customer relationship management system.

“19. The computer system of claim 11, wherein the processor is further configured to execute the non-transitory computer executable instructions to cause the processor to: present data entry activities related to the customer loss report to the user.

“20. The computer system of claim 19, wherein the data entry activities are received from an insurance agent, insurance associate, automated intelligent agent program, or combinations thereof.”

URL and more information on this patent, see: Dillard, John. Methods and systems for providing seamless customer experience transactions. U.S. Patent Number 11361384, filed May 14, 2019, and published online on June 14, 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=11361384.PN.&OS=PN/11361384RS=PN/11361384

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