US 11,811,719 B1
Routing incoming service messages to service representatives
Will Kerns Maney, Jr., San Antonio, TX (US); Ruthie D. Lyle, Durham, NC (US); Celena Dortch, San Antonio, TX (US); David Jason Anderson James, San Antonio, TX (US); and Salvador Adrian Bretado, 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. 30, 2021, as Appl. No. 17/363,586.
Claims priority of provisional application 63/046,127, filed on Jun. 30, 2020.
Int. Cl. H04L 12/58 (2006.01); H04L 51/48 (2022.01); G10L 15/22 (2006.01); G10L 15/18 (2013.01); G06F 3/16 (2006.01); G10L 25/63 (2013.01); G06F 40/30 (2020.01); H04L 51/42 (2022.01)
CPC H04L 51/48 (2022.05) [G06F 3/165 (2013.01); G06F 40/30 (2020.01); G10L 15/1815 (2013.01); G10L 15/22 (2013.01); G10L 25/63 (2013.01); H04L 51/42 (2022.05)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
at one or more servers configured to process incoming service messages for customers which are account holders of accounts that are managed at least in part by a service provider,
receiving an incoming service message from a user device via a network, the incoming service message including free-form input data from the user device, wherein receiving the free-form input data comprises receiving the incoming service message in a plurality of consecutive message portions during input of the free-form input data;
processing the free-form input data in real-time to determine one or more intent classifiers by processing each consecutive message portion of the plurality of consecutive message portions in real-time;
for a first consecutive message portion of the plurality of consecutive message portions processed, selecting one of a plurality of service department identifiers based on the one or more intent classifiers;
sending data for display at the user device via the network, the data for display including a display item corresponding to the selected service department identifier;
wherein the user device includes a display area and wherein the display item corresponding to the selected service department identifier is emphasized using an indicator on the display area of the user device;
for each next consecutive message portion of the consecutive message portions processed after the first consecutive message portion, sending updated data for display at the user device via the network, the updated data for display including an updated display item corresponding to an updated selected service department identifier for real-time feedback during the input of the free-form input data;
wherein the indicator on the display area of the user device is a moving indicator that responds in real-time to the updated data for display to emphasize the updated display item corresponding to the updated selected service department identifier in response to each processed consecutive message portion;
selecting one of a plurality of service representative identifiers associated with the selected service department identifier; and
sending a message to the selected service representative identifier, the message including an identifier for identifying information associated with the incoming service message.