# US 10,313,522 B2 · Predictive cross-platform system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,313,522 B2 - Document ID: US10313522B2 - Status: Granted - Kind: B2 - Application number: 15/196,987 - Filed: 2016-06-29 - Published: 2018-01-04 - Granted: 2019-06-04 - Earliest claimed: 2016-06-29 - Assignees: Paypal, Inc. - Applicants: Paypal, Inc. - Inventors: Eddie Batlle - Web page: https://patentgrep.com/patent/US10313522B2 ## CPC - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - G06Q 30/016: After-sales - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract Systems and methods for predictive cross-platform customer service include receiving first data about a service provider system that includes a plurality of customer service platforms. First user interaction rules are determined based on the first data received. A first condition is then determined to exist in the service provider system based on the first data and the first user interaction rules. First instructions for the service provider system are then determined based on the first condition to achieve a customized user response. The first instructions are provided for the service provider system such that the plurality of customer service platforms has access to the first instructions. Second data of a user interaction with at least one customer service platform is received when the first instructions have been executed. The first instructions are updated to second instructions based on the second data received. ## Claims ### Claim 1 A system, comprising: a predictive management server coupled, via a network, to a service provider system that includes a plurality of customer service platforms, wherein the predictive management server comprises: a non-transitory memory; and one or more hardware processors coupled to the non-transitory memory and configured to read instructions from the non-transitory memory to cause the system to perform operations comprising: receiving, via the network, first data about the service provider system that includes the plurality of customer service platforms; determining first user interaction rules based on the first data received about the service provider system; determining a first condition exists in the service provider system based on the first data received and the first user interaction rules; determining first instructions for the service provider system based on the first condition, wherein the first instructions include actions to achieve a customized user response based on the first condition; providing, via the network, the first instructions for the service provider system such that the plurality of customer service platforms of the service provider system have access to the first instructions; receiving second data of a user interaction with at least one customer service platform of the plurality of customer service platforms when the first instructions have been executed; and updating the first instructions to second instructions based on the second data received as a result of the user interaction, wherein the first instructions and the second instructions are configured to direct the user interaction to a first customer service platform of the plurality of customer service platforms over a second customer service platform of the plurality of customer service platforms. ### Claim 2 (depends on 1) The system of claim 1, wherein the updating the first instructions to second instructions based on the second data received as the result of the user interaction includes updating the first instructions to second instructions based on the second data when the customized user response was not achieved. ### Claim 3 (depends on 1) The system of claim 1, wherein the first data received about the service provider system to determine first user interaction rules includes historical data of at least one of service provider system conditions, user account conditions, or user interactions that resulted in a particular user action. ### Claim 4 (depends on 1) The system of claim 1, wherein the operations further comprise: updating first user interaction rules to second user interaction rules based on the second data received; determining a second condition exists in the service provider system based on the second data received and the second user interaction rules, wherein the updating of the first instructions to the second instructions based on the second data received as a result of the user interaction includes determining second instructions for the service provider system based on the second condition and the second user interaction rules, wherein the second instructions include actions to achieve the customized user response based on the second condition; and providing the second instructions for the service provider system such that the plurality of customer service platforms have access to the second instructions. ### Claim 5 (depends on 1) The system of claim 1, wherein the first instructions when accessed by a web server of the plurality of customer service platforms from a customer interaction database cause the web server to generate and provide a customized website to be displayed on a user device accessing the web server, wherein the first instructions are based on first data that includes data associated with the user device. ### Claim 6 (depends on 1) The system of claim 1, wherein the first instructions when accessed by an interactive voice response (IVR) system of the plurality of customer service platforms generate and provide a customized interactive response to a user device based on the first instructions, wherein the first instructions are based on first data that includes data associated with the user device. ### Claim 7 (depends on 1) The system of claim 1, wherein the first instructions when accessed by a contact center system generate and provide a customized customer service terminal graphical user interface to a customer service terminal. ### Claim 8 A method for predictive cross-platform customer service, comprising: receiving, by a predictive management server via a network, first data about a service provider system that includes a plurality of customer service platforms; determining, by the predictive management server, first user interaction rules based on the first data received about the service provider system; determining, by the predictive management server, a first condition exists in the service provider system based on the first data received and the first user interaction rules; determining, by the predictive management server, first instructions for the service provider system based on the first condition, wherein the first instructions include actions to achieve a customized user response based on the first condition; providing, by the predictive management server via the network, the first instructions for the service provider system such that the plurality of customer service platforms of the service provider system have access to the first instructions; receiving, by the predictive management server via the network, second data of a user interaction with at least one customer service platform of the plurality of customer service platforms when the first instructions have been executed; and updating, by the predictive management server, the first instructions to second instructions based on the second data received as a result of the user interaction, wherein the first instructions and the second instructions are configured to direct the user interaction to a first customer service platform of the plurality of customer service platforms over a second customer service platform of the plurality of customer service platforms. ### Claim 9 (depends on 8) The method of claim 8, wherein the updating the first instructions to second instructions based on the second data received as the result of the user interaction includes updating the first instructions to second instructions based on the second data when the customized user response was not achieved. ### Claim 10 (depends on 8) The method of claim 8, wherein the first data received about the service provider system to determine first user interaction rules includes historical data of at least one of service provider system conditions, user account conditions, or user interactions that resulted in a particular user action. ### Claim 11 (depends on 8) The method of claim 8, further comprising: updating first user interaction rules to second user interaction rules based on the second data received; determining a second condition exists in the service provider system based on the second data received and the second user interaction rules, wherein the updating of the first instructions to the second instructions based on the second data received as a result of the user interaction includes determining second instructions for the service provider system based on the second condition and the second user interaction rules, wherein the second instructions include actions to achieve the customized user response based on the second condition; and providing the second instructions for the service provider system such that the plurality of customer service platforms have access to the second instructions. ### Claim 12 (depends on 8) The method of claim 8, wherein the first instructions when accessed by a web server of the plurality of customer service platforms from a customer interaction database cause the web server to generate and provide a customized website to be displayed on a user device accessing the web server, wherein the first instructions are based on first data that includes data associated with the user device. ### Claim 13 (depends on 8) The method of claim 8, wherein the first instructions when accessed by an interactive voice response (IVR) system of the plurality of customer service platforms generate and provide a customized interactive response to a user device based on the first instructions, wherein the first instructions are based on first data that includes data associated with the user device. ### Claim 14 (depends on 8) The method of claim 8, wherein the first instructions when accessed by a contact center system generate and provide a customized customer service terminal graphical user interface to a customer service terminal. ### Claim 15 A non-transitory machine-readable medium having stored thereon machine-readable instructions executable to cause a machine to perform operations comprising: receiving, by a predictive management server via a network, first data about a service provider system that includes a plurality of customer service platforms; determining first user interaction rules based on the first data received about the service provider system; determining a first condition exists in the service provider system based on the first data received and the first user interaction rules; determining first instructions for the service provider system based on the first condition, wherein the first instructions include actions to achieve a customized user response based on the first condition; providing, by the predictive management server via the network, the first instructions for the service provider system such that the plurality of customer service platforms of the service provider system have access to the first instructions; receiving, by the predictive management server via the network, second data of a user interaction with at least one customer service platform of the plurality of customer service platforms when the first instructions have been executed; and updating the first instructions to second instructions based on the second data received as a result of the user interaction, wherein the first instructions and the second instructions are configured to direct the user interaction to a first customer service platform of the plurality of customer service platforms over a second customer service platform of the plurality of customer service platforms. ### Claim 16 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein the updating the first instructions to second instructions based on the second data received as the result of the user interaction includes updating the first instructions to second instructions based on the second data when the customized user response was not achieved. ### Claim 17 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein the operations further comprise: updating first user interaction rules to second user interaction rules based on the second data received; determining a second condition exists in the service provider system based on the second data received and the second user interaction rules, wherein the updating of the first instructions to the second instructions based on the second data received as a result of the user interaction includes determining second instructions for the service provider system based on the second condition and the second user interaction rules, wherein the second instructions include actions to achieve the customized user response based on the second condition; and providing the second instructions for the service provider system such that the plurality of customer service platforms have access to the second instructions. ### Claim 18 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein the first instructions when accessed by a web server of the plurality of customer service platforms from a customer interaction database cause the web server to generate and provide a customized website to be displayed on a user device accessing the web server, wherein the first instructions are based on first data that includes data associated with the user device. ### Claim 19 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein the first instructions when accessed by an interactive voice response (IVR) system of the plurality of customer service platforms generate and provide a customized interactive response to a user device based on the first instructions, wherein the first instructions are based on first data that includes data associated with the user device. ### Claim 20 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein the first instructions when accessed by a contact center system generate and provide a customized customer service terminal graphical user interface to a customer service terminal.