Virtual assistant interface for call routing

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United States of America Patent

PATENT NO 11785141
SERIAL NO

17720927

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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Methods, systems, and apparatus, including computer programs encoded on computer storage media, for determining a transfer option for transferring a call. One of the methods include receiving, by a call assistant engine, a keyword related to information provided by a user to an agent during a call; generating, by the call assistant engine, follow-up questions to be displayed on a user device of the agent in an interactive format, the first follow-up question being generated based on the keyword, each of the following follow-up questions being generated based on an answer of the agent to the previous question; and determining, by the call assistant engine, based on answers of the agent to the follow-up questions, a transfer option for transferring the call.

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Patent Owner(s)

  • UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Hojat, Samir San Antonio, US 2 1
James, Everett Russell Freeman San Antonio, US 2 1
Jensen, Philip Ryan San Antonio, US 2 1
Limas, Shanna San Antonio, US 18 256
Niemann, Sheryl Lane San Antonio, US 3 1
Shamlin, James San Antonio, US 2 1

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