US 12,335,439 B1
Call center data transfer system
Samantha Elizabeth Taylor, Frisco, TX (US); Yogen Rai, Plano, TX (US); Zachery C. Lake, Aubrey, TX (US); Rachel Elizabeth Csabi, Frisco, TX (US); Hollie Ilene King, Frisco, TX (US); Nicholas C. Wheeler, The Colony, TX (US); and Victor Kwak, Frisco, 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 Dec. 8, 2021, as Appl. No. 17/545,746.
Application 17/545,746 is a continuation in part of application No. 17/031,113, filed on Sep. 24, 2020, granted, now 11,223,726.
Claims priority of provisional application 62/908,380, filed on Sep. 30, 2019.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01)
CPC H04M 3/51 (2013.01) [H04M 2203/406 (2013.01)] 19 Claims
OG exemplary drawing
 
1. A call center data transfer system, comprising:
one or more processors configured to:
receive call data related to information provided by a caller during a first portion of a call;
verify an identity of the caller based on the information provided by the caller during the first portion of the call;
assign an identifier to the call in response to the identity of the caller having been verified;
associate the identifier with the call data in one or more databases;
receive the identifier as an input from the caller via the identifier being spoken by the caller to a customer service representative during a second portion of the call;
use the identifier to retrieve the call data from the one or more databases during the second portion of the call; and
display the call data via a display for visualization by the customer service representative during the second portion of the call.
 
14. A call center data transfer system, comprising:
one or more processors configured to:
receive call data related to information provided by a caller during a first portion of a call with a first customer service representative;
verify an identity of the caller based on the information provided by the caller during the first portion of the call with the first customer service representative;
assign an identifier to the call in response to the identity of the caller having been verified;
associate the identifier with the call data in one or more databases;
receive the identifier as an input from the caller via the identifier being spoken by the caller to a second customer service representative during a second portion of the call with the second customer service representative;
use the identifier to retrieve the call data from the one or more databases during the second portion of the call with the second customer service representative; and
display the call data via a display for visualization by the second customer service representative during the second portion of the call with the second customer service representative.
 
19. A method of transferring call data with a call center data transfer system, comprising:
receiving, at one or more processors, the call data related to information provided by a caller during a first portion of a call;
verifying, using the one or more processors, an identity of the caller based on the information provided by the caller during the first portion of the call;
assigning, using the one or more processors, an identifier to the call in response to the identity of the caller having been verified during the first portion of the call, wherein the identifier comprises a word, a phrase, a numeric code, or any combination thereof;
associating, using the one or more processors, the identifier with the call data in one or more databases;
receiving, at the one or more processors, the identifier as an input from the caller via the identifier being spoken by the caller to a customer service representative during a second portion of the call;
retrieving, using the one or more processors, the call data from the one or more databases with the identifier during the second portion of the call; and
instructing, using the one or more processors, display of an indication of the call data for visualization by the customer service representative during the second portion of the call.