CPC G06Q 30/016 (2013.01) [G06Q 40/08 (2013.01)] | 20 Claims |
1. A computer-implemented method for automating electronic content presentation to a customer service representative in a Graphical User Interface (GUI) that streamlines interaction with a customer on a client computer, the method comprising:
providing a GUI on a customer service representative's client computer coupled to a server computer via a computer network, the GUI receiving customer identification relating to the customer from the computer network;
receiving, on the computer server, audio information from an ongoing communication between the customer and the customer service representative;
analyzing, in the computer server, the audible information conveyed in real-time between the customer service representative and the client;
determining, by the server computer, an ongoing conversation topic in real-time between the customer and the customer service representative based upon the analyzed audible information which includes generating a textual representation that represents at least a portion of the analyzed audio information by making reference to data stored in one or more databases coupled to the computer server;
performing, by the computer server, a statistical profile of the customer to determine a risk characterization of the customer;
identifying, in real-time by the server computer, additional information determined relevant to the ongoing conversation topic between the customer service representative and the customer wherein the additional information relates to a family status change; and
displaying on the GUI of the customer service representative's client computer 1) the additional information and 2) a risk notification representative of the determined risk characterization of the user, wherein the risk notification is expandable to provide additional information associated with the determined risk characterization for the customer.
|