US 12,075,002 B2
Systems and methods for facilitating communication between a user and a service provider
Susheel Nesargi, Saint Johns, FL (US); David Berglund, Ponte Vedra, FL (US); and Glen M. Casey, Quinton, AL (US)
Assigned to Fidelity Information Services, LLC, Jacksonville, FL (US)
Filed by Fidelity Information Services, LLC, Jacksonville, FL (US)
Filed on Jun. 13, 2023, as Appl. No. 18/333,735.
Application 18/333,735 is a continuation of application No. 17/567,770, filed on Jan. 3, 2022, granted, now 11,716,418.
Prior Publication US 2023/0328180 A1, Oct. 12, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2024.01); H04M 3/51 (2006.01)
CPC H04M 3/5141 (2013.01) [H04M 3/5166 (2013.01); H04M 2203/255 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for generating a dynamic customized script to facilitate communication, the system comprising:
one or more processors;
a data storage comprising instructions which, when executed by the one or more processors, cause the one or more processors to perform operations comprising:
receiving, by an integration platform utilizing an interactive voice response (IVR) system, a call request from a device associated with a user;
processing, by the integration platform utilizing the IVR system, the call request to determine contextual information and generate the dynamic customized script;
transmitting, by the integration platform utilizing the IVR system, the call request to a computer-telephony integration (CTI) system for user authentication and call routing;
routing, by the integration platform utilizing the CTI system, the call request to an agent; and
generating, by the integration platform, a presentation of the dynamic customized script in a user interface of a device associated with the agent.