Patent Issued for Providing aggregated statistical information relating to customer representative’s performance (USPTO 11663608): United Services Automobile Association

2023 JUN 19 (NewsRx) -- By a News Reporter-Staff News Editor at Insurance Daily News -- According to news reporting originating from Alexandria, Virginia, by NewsRx journalists, a patent by the inventors Barth, Ryan R. (San Antonio, TX, US), Duran, Francisco A. (San Antonio, TX, US), Garretson, Elizabeth (Fair Oaks Ranch, TX, US), Griffin, Jr., Donald H. (Peoria, AZ, US), Langley, Guy R. (San Antonio, TX, US), Lindley, Jason W. (Schertz, TX, US), Roberts, David W. (Helotes, TX, US), Tarrillion, Ann C. (San Antonio, TX, US), filed on June 17, 2021, was published online on May 30, 2023.

The assignee for this patent, patent number 11663608, is United Services Automobile Association (San Antonio, Texas, United States).

Reporters obtained the following quote from the background information supplied by the inventors: “Customer service representatives are often responsible for a wide variety of tasks. In addition to being proficient in accomplishing particular tasks like updating addresses or other status changes, providing new or updated quotes, responding to billing inquiries, cancelling and renewing services, and entering data related to the customer, the customer service representative is expected to be more than cordial, pleasant, engaging and generally charming.

“To support customer service representatives, each has a workstation. The customer service representative relies on their workstation to provide them with information quickly in order to maintain conversational flow with the customer.”

In addition to obtaining background information on this patent, NewsRx editors also obtained the inventors’ summary information for this patent: “The purpose and advantages of the below described illustrated embodiments will be set forth in and apparent from the description that follows. Additional advantages of the illustrated embodiments will be realized and attained by the devices, systems and methods particularly pointed out in the written description and claims hereof, as well as from the appended drawings.

“To achieve these and other advantages and in accordance with the purpose of the illustrated embodiments, in one aspect, a computer-implemented method for providing performance information related to a customer service representative is described in which, a processor aggregates statistical data related to customer service representatives performance. A menu is then caused to be generated and displayed indicating a plurality of menu items. Each of the plurality of menu items corresponds to one of a plurality of the work-related types of data. Additionally, displayed and processed are one or more work-related alerts in response to receiving the one or more work-related alerts.”

The claims supplied by the inventors are:

“1. A computer server configured to generate a Graphical User Interface (GUI) for enhancing a call transfer between a first customer service representative and a second customer service representative regarding a customer, comprising: a memory for storing information relating to a customer and information relating to prior interactions between the customer and a customer service representative; a processor coupled to the memory being instructed to: generate, without human intervention, a conversation summary between the first customer service representative and the customer regarding a current telephonic interaction between the customer and the first customer service representative; store the conversation summary in the memory; transfer the telephonic interaction from the first customer service representative to a second customer service representative; generate a GUI having a plurality of sections on a single screen including: 1) the processor generated telephonic conversation summary retrieved from the memory regarding the discussion between the first customer service representative and the customer indicating the reason for transfer; 2) at least one determined life event relating to the customer discussed in the current telephonic interaction between the customer and the first customer service representative; and 3) a summary of a previous interaction relative to the current interaction involving the customer including a reason for the previous interaction based at least in part on a received personal event related to the customer; and display the generated GUI to both the first and second customer representatives to facilitate transfer of the customer telephonic conversation from the first customer representative to the second customer service representative.

“2. The computer server as recited in claim 1, wherein the generated conversation summary includes identification of, based upon one or more business rules, at least one life event relating to the customer discussed in the current telephonic interaction between the customer and the first customer service representative.

“3. The computer server as recited in claim 1, wherein the telephonic interaction is transferred from the first customer service representative to a second customer service in response to the customer’s selection.

“4. The computer server as recited in claim 1, wherein the summary of a previous interaction relative to the current interaction further includes: a) a length of time for the previous interaction; and b) a mood of the customer during the previous interaction.

“5. The computer server as recited in claim 1, wherein the reason for the previous interaction includes the customer’s sentiment towards the one or more company products.

“6. The computer server as recited in claim 1, wherein the displayed summary includes information related to the first customer service representative.

“7. The computer server as recited in claim 1, wherein transferring the telephonic interaction from the first customer service representative to the second customer service representative includes scheduling a callback in response to determining that the second customer service representative is not available to handle a telephonic interaction with the customer.

“8. The computer server as recited in claim 7, wherein the scheduled callback is associated with one or more time periods.

“9. The computer server as recited in claim 1, wherein the displayed summary includes customer history information.

“10. The computer server as recited in claim 1, wherein the summary is displayed in an integrated desktop on a device associated with the second customer representative.

“11. A computer method implemented on a computer server for generating a Graphical User Interface (GUI) for enhancing a call transfer between a first customer service representative and a second customer service representative regarding a customer, comprising: generating, by the computer server automatically and without human intervention, a conversation summary between the first customer service representative and the customer regarding a current telephonic interaction between the customer and the first customer service representative storing, by the computer server in memory, the conversation summary; transferring, by the computer server, the telephonic interaction from the first customer service representative to the second customer service which transfer includes scheduling a callback in response to determining that the second customer service representative is not available to handle a telephonic interaction with the customer; generating, by the computer server, a GUI having a plurality of sections on a single screen including: 1) the generated telephonic conversation summary retrieved from the memory regarding the discussion between the first customer service representative and the customer indicating the reason for transfer; 2) at least one determined life event relating to the customer discussed in the current telephonic interaction between the customer and the first customer service representative; and 3) a summary of a previous interaction relative to the current interaction involving the customer including a reason for the previous interaction; and displaying, by the computer server, the generated GUI to both the first and second customer representatives to facilitate transfer of the customer telephonic conversation from the first customer representative to the second customer service representative.

“12. The computer method as recited in claim 11, wherein the generated conversation summary includes identification of, based upon one or more business rules, at least one life event relating to the customer discussed in the current telephonic interaction between the customer and the first customer service representative.

“13. The computer method as recited in claim 11, wherein the telephonic interaction is transferred from the first customer service representative to a second customer service in response to the customer’s selection.

“14. The computer method as recited in claim 11, wherein the summary of a previous interaction relative to the current interaction further includes: a) a length of time for the previous interaction; and b) a mood of the customer during the previous interaction.

“15. The computer method of claim 11, wherein the reason is based at least in part on a received personal event related to the customer.

“16. The computer method of claim 11, wherein the displayed summary includes information related to the first customer service representative.

“17. The computer method of claim 11, wherein the scheduled callback is associated with one or more time periods.

“18. The computer method of claim 11, wherein the displayed summary includes customer history information.

“19. The computer method of claim 11, wherein the summary is displayed in an integrated desktop on a device associated with the second customer representative.”

For more information, see this patent: Barth, Ryan R. Providing aggregated statistical information relating to customer representative’s performance. U.S. Patent Number 11663608, filed June 17, 2021, and published online on May 30, 2023. Patent URL (for desktop use only): https://ppubs.uspto.gov/pubwebapp/external.html?q=(11663608)&db=USPAT&type=ids

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