US 11,706,337 B1
Artificial intelligence assistant for customer service representatives
Sean C. Mitchem, San Antonio, TX (US); Curtis M. Bell, San Antonio, TX (US); Kou Qunying, San Antonio, TX (US); Michael J. Maciolek, Boerne, TX (US); Donnette Moncrief Brown, San Antonio, TX (US); Cory A. Matheson, Celina, TX (US); Yevgeniy V. Khmelev, San Antonio, TX (US); and Janelle D. Dziuk, Falls City, TX (US)
Assigned to United Services Automobile Association (USAA), San Antonio, TX (US)
Filed by United Services Automobile Association (USAA), San Antonio, TX (US)
Filed on Aug. 27, 2020, as Appl. No. 17/5,064.
Claims priority of provisional application 62/893,498, filed on Aug. 29, 2019.
Int. Cl. H04M 3/493 (2006.01); G06F 40/40 (2020.01); G06N 20/00 (2019.01); G06Q 30/016 (2023.01); G06Q 30/0217 (2023.01)
CPC H04M 3/4936 (2013.01) [G06F 40/40 (2020.01); G06N 20/00 (2019.01); G06Q 30/016 (2013.01); G06Q 30/0217 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
beginning a workflow involving communication between a customer service representative and a customer, wherein the workflow is provided to the customer service representative using an interface, and wherein the workflow comprises a plurality of steps in the communication;
receiving, by an artificial intelligence (AI) assistant, an input via a communication session between a customer device and a customer service representative device, wherein the communication session is associated with the workflow, wherein the AI assistant is trained using machine learning on a database containing previously-received inputs, previously-delivered outputs, and the previous results of previously-delivered outputs;
tracking, by the AI assistant, progress of the customer service representative through the workflow;
processing, by the AI assistant, the input;
determining, by the processing, that at least a portion of the input includes sensitive information;
determining that an authorization level of the customer service representative is below a level required to receive the sensitive information;
determining, by the AI assistant, an output based on the processing of the input and the progress, wherein the output supplements at least one step in the workflow, wherein the output includes one of a suggested statement, change in tone, or correction for the customer service representative; and
sending, by the AI assistant, an indication of the output to the customer service representative device, wherein the output is censored to redact any sensitive information.