US 11,758,046 B1
AI assistant for interacting with customers across multiple communication modes
Jerry John Maestas, San Antonio, TX (US)
Assigned to United Services Automobile Association (USAA), San Antonio, TX (US)
Filed by UIPCO, LLC, San Antonio, TX (US)
Filed on Jun. 28, 2021, as Appl. No. 17/359,934.
Application 17/359,934 is a division of application No. 16/841,216, filed on Apr. 6, 2020, granted, now 11,134,150.
Application 16/841,216 is a continuation of application No. 16/419,042, filed on May 22, 2019, granted, now 10,708,424, issued on Jul. 7, 2020.
Claims priority of provisional application 62/741,752, filed on Oct. 5, 2018.
Int. Cl. H04M 3/51 (2006.01); G10L 17/04 (2013.01); H04L 51/56 (2022.01); H04M 3/42 (2006.01)
CPC H04M 3/5141 (2013.01) [G10L 17/04 (2013.01); H04L 51/56 (2022.05); H04M 3/5175 (2013.01); H04M 3/5183 (2013.01); H04M 3/42221 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method of training an artificially intelligent assistant to generate assistive actions associated with communication modes to be used to assist an agent in an interaction with a customer, the method comprising the steps of:
analyzing information related to a plurality of training interactions between at least one agent and at least one customer to train the artificially intelligent assistant;
based on the analyzed information, generating a plurality of assistive actions and a plurality of communication modes between an agent and a customer, wherein each assistive action of the plurality of assistive actions is associated with a particular communication mode of the plurality of communication modes between an agent and a customer that is different for each assistive action;
wherein at least one assistive action of the plurality of assistive actions is associated with a new communication mode between an agent and a customer that was not previously available during an interaction between an agent and a customer.