US 11,895,271 B1
Representative client devices in a contact center environment
Chad Skinner, Talladega, AL (US); Amit Gupta, Normal, IL (US); and Aaron Kammeyer, Clinton, IL (US)
Assigned to State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed by State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed on Jul. 30, 2021, as Appl. No. 17/390,287.
Claims priority of provisional application 63/059,629, filed on Jul. 31, 2020.
Int. Cl. H04M 3/00 (2006.01); H04M 3/51 (2006.01); G06Q 30/016 (2023.01); G06Q 10/10 (2023.01); G06Q 10/0631 (2023.01); G06Q 10/0639 (2023.01); G06F 9/54 (2006.01); H04L 9/40 (2022.01); G06N 20/00 (2019.01); G06Q 50/20 (2012.01)
CPC H04M 3/5175 (2013.01) [G06F 9/54 (2013.01); G06N 20/00 (2019.01); G06Q 10/06398 (2013.01); G06Q 10/063114 (2013.01); G06Q 10/063118 (2013.01); G06Q 10/103 (2013.01); G06Q 30/016 (2013.01); H04L 63/04 (2013.01); G06Q 50/2057 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A contact center server, comprising:
one or more processors; and
one or more non-transitory computer-readable media storing computer-executable instructions that, when executed, cause the one or more processors to perform operations comprising:
hosting, at the contact center server, a desktop application and a plurality of images associated with containerized applications for interacting with customers;
receiving, from a first thick client device running the desktop application, a request for a container image associated with a first containerized application of the containerized applications;
transmitting, to the first thick client device, the container image associated with a first containerized application;
receiving, from the first thick client device running the first containerized application within the desktop application, first interaction data associated with a first current interactive communication session of the first thick client device with a first customer;
providing the first interaction data to a trained machine-learned model; and
outputting, to the first thick client device, data based at least in part on an output of the trained machine-learned model.