US 12,035,071 B1
Systems and methods for integrating and conducting video sessions
Enrique A. Tamayo, San Antonio, TX (US); Nicole Calderon, San Antonio, TX (US); Wesley Purcell, Boerne, TX (US); Luis Mireles, Fair Oaks Ranch, TX (US); Felisa Flores, San Antonio, TX (US); Vijay Jayapalan, San Antonio, TX (US); Jeffrey William Gallagher, San Antonio, TX (US); Minya Liang, Redmond, WA (US); Nathan J. Rowe, San Antonio, TX (US); David W. Gaither, San Antonio, TX (US); and Elizabeth Guerrero, 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 Oct. 5, 2021, as Appl. No. 17/494,700.
Application 17/494,700 is a continuation of application No. 16/951,980, filed on Nov. 18, 2020, granted, now 11,172,162.
Application 16/951,980 is a continuation of application No. 16/547,147, filed on Aug. 21, 2019, granted, now 10,880,518, issued on Dec. 29, 2020.
Application 16/547,147 is a continuation of application No. 15/415,342, filed on Jan. 25, 2017, granted, now 10,432,892, issued on Oct. 1, 2019.
Claims priority of provisional application 62/287,572, filed on Jan. 27, 2016.
This patent is subject to a terminal disclaimer.
Int. Cl. H04N 7/14 (2006.01); G06Q 40/08 (2012.01); G06V 40/70 (2022.01); H04M 3/51 (2006.01); H04N 7/15 (2006.01)
CPC H04N 7/147 (2013.01) [G06Q 40/08 (2013.01); G06V 40/70 (2022.01); H04M 3/5133 (2013.01); H04N 7/15 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method comprising:
engaging, via a communications network, in an interaction with a user via a channel on a device associated with the user;
actively monitoring, during the interaction, biometric information of the user collected from the device to determine a potential need for the user to engage via a real-time video session with a uniquely skilled representative;
routing the real-time video session to the uniquely skilled representative;
displaying, on a user interface of the uniquely skilled representative, the biometric information;
detecting one or more changes in the biometric information, wherein the one or more changes in the biometric information includes at least one of a pulse, an oxygen level, a calorie intake, or sleep information of the user; and
updating, on the user interface of the uniquely skilled representative, a status of the user based on the one or more changes.
 
14. A video session platform, comprising:
one or more processors; and
one or more memories storing instructions that, when executed by the one or more processors, cause the video session platform to perform a process comprising:
engaging, via a communications network, in an interaction with a user via a channel on a device associated with the user;
actively monitoring, during the interaction, biometric information of the user collected from the device to determine a potential need for the user to engage via a real-time video session with a uniquely skilled representative;
routing the real-time video session to the uniquely skilled representative;
displaying, on a user interface of the uniquely skilled representative, the biometric information;
detecting one or more changes in the biometric information, wherein the one or more changes in the biometric information includes at least one of a pulse, an oxygen level, a calorie intake, or sleep information of the user; and
updating, on the user interface of the uniquely skilled representative, a status of the user based on the one or more changes.
 
18. A non-transitory computer-readable storage medium storing instructions that, when executed by a computing system, cause the computing system to perform a process for integrating and conducting video sessions, the process comprising:
engaging, via a communications network, in an interaction with a user via a channel on a device associated with the user;
actively monitoring, during the interaction, biometric information of the user collected from the device to determine a potential need for the user to engage via a real-time video session with a uniquely skilled representative;
routing the real-time video session to the uniquely skilled representative;
displaying, on a user interface of the uniquely skilled representative, the biometric information;
detecting one or more changes in the biometric information, wherein the one or more changes in the biometric information includes at least one of a pulse, an oxygen level, a calorie intake, or sleep information of the user; and
updating, on the user interface of the uniquely skilled representative, a status of the user based on the one or more changes.