US 12,079,261 B2
Speech recognition for providing assistance during customer interaction
Sylvia Hernandez, Normal, IL (US)
Assigned to State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed by STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY, Bloomington, IL (US)
Filed on Jun. 28, 2022, as Appl. No. 17/851,578.
Application 17/851,578 is a continuation of application No. 16/880,322, filed on May 21, 2020, granted, now 11,403,334.
Application 16/880,322 is a continuation of application No. 16/294,316, filed on Mar. 6, 2019, granted, now 11,055,336, issued on Jul. 6, 2021.
Application 16/294,316 is a continuation of application No. 15/091,302, filed on Apr. 5, 2016, granted, now 10,275,522, issued on Apr. 30, 2019.
Claims priority of provisional application 62/174,352, filed on Jun. 11, 2015.
Prior Publication US 2022/0327152 A1, Oct. 13, 2022
Int. Cl. G06F 17/00 (2019.01); G06F 16/33 (2019.01); G06F 16/332 (2019.01); G06F 16/35 (2019.01); G06Q 30/016 (2023.01); G06Q 40/08 (2012.01)
CPC G06F 16/353 (2019.01) [G06F 16/3329 (2019.01); G06F 16/3344 (2019.01); G06Q 30/016 (2013.01); G06Q 40/08 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method for enhancing customer interactions, the computer-implemented method comprising:
analyzing, by one or more processors, a conversation between a service representative and a customer to identify one or more keywords generated during the conversation;
determining whether the one or more keywords have been previously searched;
based upon the determination that the one or more keywords have been previously searched, providing, by the one or more processors, one or more prompts for the service representative to present to the customer during the conversation based upon the one or more keywords generated during the conversation; and
displaying, by the one or more processors, the one or more prompts on a screen associated with the service representative to facilitate the service representative in presenting the one or more prompts to the customer to enhance customer interaction during the conversation.