US 12,477,067 B2
Representative client devices in a contact center environment
Chad Skinner, Talladega, AL (US); Amit Gupta, Normal, IL (US); and Aaron Kammeyer, Clinton, 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 Dec. 22, 2023, as Appl. No. 18/394,517.
Application 18/394,517 is a continuation of application No. 17/390,287, filed on Jul. 30, 2021, granted, now 11,895,271.
Claims priority of provisional application 63/059,629, filed on Jul. 31, 2020.
Prior Publication US 2024/0137445 A1, Apr. 25, 2024
Int. Cl. H04M 3/00 (2024.01); G06F 9/54 (2006.01); G06N 20/00 (2019.01); G06Q 10/0631 (2023.01); G06Q 10/0639 (2023.01); G06Q 10/10 (2023.01); G06Q 30/016 (2023.01); H04L 9/40 (2022.01); H04M 3/51 (2006.01); G06Q 50/20 (2012.01)
CPC H04M 3/5175 (2013.01) [G06F 9/54 (2013.01); G06N 20/00 (2019.01); G06Q 10/063114 (2013.01); G06Q 10/063118 (2013.01); G06Q 10/06398 (2013.01); G06Q 10/103 (2013.01); G06Q 30/016 (2013.01); H04L 63/04 (2013.01); G06Q 50/2057 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A contact center server, comprising:
a processor; and
a non-transitory computer-readable media storing computer-executable instructions that, when executed, cause the processor to perform operations comprising:
receiving, from a first client device running a first containerized application, first interaction data comprising a representation of a first action performed by a first representative user during a first communication session between the first client device a first customer device, wherein the first communication session bypasses the contact center server;
receiving, from a second client device running a second containerized application, second interaction data comprising a representation of a second action performed by a second representative user during a second communication session between the second client device a second customer device, wherein the second communication session bypasses the contact center server;
providing the first interaction data and the second interaction data as input to a trained machine-learned model configured to analyze interaction data received from multiple client devices associated with a contact center; and
transmitting operating instructions to at least one of the first client device or the second client device, based at least in part on an output of the trained machine-learned model.