US 12,243,091 B2
Synchronized interactive voice response system and graphical user interface for automated roadside service
Paul R. Turnbull, Chicago, IL (US); Anthony Banks, Northbrook, IL (US); and Brinderjit Singh, Buffalo Grove, IL (US)
Assigned to Allstate Insurance Company, Northbrook, IL (US)
Filed by Allstate Insurance Company, Northbrook, IL (US)
Filed on May 29, 2020, as Appl. No. 16/887,413.
Claims priority of provisional application 62/855,827, filed on May 31, 2019.
Prior Publication US 2021/0272183 A1, Sep. 2, 2021
Int. Cl. G06Q 30/00 (2023.01); G06F 3/16 (2006.01); G06Q 30/0601 (2023.01); G06T 11/00 (2006.01); G10L 15/22 (2006.01)
CPC G06Q 30/0635 (2013.01) [G06F 3/167 (2013.01); G06Q 30/0613 (2013.01); G06Q 30/0617 (2013.01); G06Q 30/0631 (2013.01); G06Q 30/0633 (2013.01); G06Q 30/0639 (2013.01); G06Q 30/0643 (2013.01); G06T 11/00 (2013.01); G10L 15/22 (2013.01); G06T 2200/24 (2013.01); G10L 2015/223 (2013.01)] 16 Claims
OG exemplary drawing
 
1. A method comprising:
receiving, by a computing device having one or more processors and using an interactive voice response (IVR) system having a natural language processor a voice request from a mobile device for a roadside service for a vehicle that has undergone a vehicle incident, wherein:
the vehicle and the mobile device are associated with a user of the vehicle that has undergone the vehicle incident, and
the voice request includes an identifier, identified by the IVR system, associated with the mobile device;
sending, by the computing device and using the identifier, an electronic message to the mobile device, wherein the electronic message prompts the user to access a roadside assistance application;
receiving, by the computing device and via the roadside assistance application, a plurality of parameters associated with the vehicle incident, the plurality of parameters being encrypted via data transmission protocols of a security layer connecting the computing device and the mobile device;
transmitting a prompt to the mobile device with voice interactions using the natural language processor of the IVR system, the prompt asking to continue a roadside service over the roadside assistance application synchronously with voice interactions;
determining, by the computing device, a location of the vehicle by both of:
receiving, from a global positioning (GPS) of the vehicle, the location of the vehicle; and
receiving, via a user input into the roadside assistance application at the mobile device, the location of the vehicle;
identifying, by the computing device, based on the location, and based on the plurality of parameters associated with the vehicle incident, a list of service providers to provide roadside service;
receiving, by the computing device and via the roadside assistance application, a selection of a service provider from the list of service providers;
establishing communication with a second device associated with the service provider to monitor service status of the service provider;
causing display, via the roadside assistance application, of the service status of the service provider; and
receiving, by the computing device, an indication of the service provider completing the roadside service.