US 11,758,039 B1
Data access system for representatives
Andrew L. Anaruk, San Antonio, TX (US); Patrick Adam, Helotes, TX (US); Benjamin Goos, San Antonio, TX (US); Gabriel Carlos Fernandez, San Antonio, TX (US); and Ana Maldonado, San Antonio, 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 Nov. 10, 2021, as Appl. No. 17/523,625.
Application 17/523,625 is a continuation of application No. 17/143,737, filed on Jan. 7, 2021, granted, now 11,206,329.
Application 17/143,737 is a continuation of application No. 16/706,557, filed on Dec. 6, 2019, granted, now 10,917,516, issued on Feb. 9, 2021.
Claims priority of provisional application 62/781,471, filed on Dec. 18, 2018.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/22 (2006.01); G10L 15/26 (2006.01); H04M 3/436 (2006.01); H04M 3/38 (2006.01)
CPC H04M 3/2281 (2013.01) [G10L 15/26 (2013.01); H04M 3/382 (2013.01); H04M 3/436 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A computerized method comprising:
monitoring a call between a user and a representative regarding a subject matter,
wherein the user has a user profile with personal information of the user, and
wherein the personal information is locked such that the representative cannot initially access the personal information;
at multiple points during the call, converting, by a processor, audio from the call between the user and the representative on the call, into text;
determining an intent of the call based on the text;
generating a list of at least one product or service to market to the user based on the user profile of the user and the intent of the call, wherein the representative can view the list of the at least one product or service;
unlocking a portion of the personal information in the user profile based on the list of the at least one product or service, wherein the representative can view the at least one product or service and the unlocked portion of the personal information in the user profile for the at least one product or service;
displaying a visual indication, in the unlocked portion of the personal information in the user profile, to identify at least one item in the user profile related to the list of the at least one product or service;
receiving authentication information from the user to unlock an additional portion of the personal information;
authenticating the user based on the received authentication information using a one-way function; and
in response to authenticating the user, unlocking the additional portion of the personal information for access by the representative.