US 11,798,006 B1
Automating content and information delivery
Guy R. Langley, San Antonio, TX (US); Jason W. Lindley, Schertz, TX (US); Donald H. Griffin, Jr., Peoria, AZ (US); Elizabeth Garretson, Fair Oaks Ranch, TX (US); Ryan R. Barth, San Antonio, TX (US); Francisco A. Duran, San Antonio, TX (US); Ann C. Tarrillion, San Antonio, TX (US); and David W. Roberts, Helotes, TX (US)
Assigned to United Services Automobile Association, San Antonio, TX (US)
Filed by United Services Automobile Association, San Antonio, TX (US)
Filed on Apr. 20, 2022, as Appl. No. 17/725,321.
Application 17/725,321 is a continuation of application No. 14/705,130, filed on May 6, 2015, granted, now 11,341,505.
Claims priority of provisional application 61/988,378, filed on May 5, 2014.
Int. Cl. G06Q 30/016 (2023.01); G06Q 40/08 (2012.01)
CPC G06Q 30/016 (2013.01) [G06Q 40/08 (2013.01)] 20 Claims
OG exemplary drawing
 
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.