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US 10,375,243 B1Granted
Systems and methods for state information exchange
AssigneeUnited Services Automobile Association
InventorAnthony G. Castiglione
Life of this patent
Estimating the term…
Abstract
Apparatus and method for sharing state information using a web-enabled system and a phone service system are disclosed. In some embodiments, a presence module is used to identify a currently accessed web page to an agent during an on-line session. In some embodiments, documents are delivered to a user through a web browser concurrent with an audio message delivered by phone. Concurrent delivery of documents configured to accept an electronic signature is disclosed.
Claims18
A computer-implemented method comprising:
- receiving, by a computer, a call from a first electronic device associated with a user, wherein the computer is associated with a call center configured to route the call to one of a plurality of selectable agents;
- upon the computer receiving the call from the user:
- identifying, by a presence detection module coupled to the computer, an online status of the user, wherein the online status corresponds to one or more webpages previously accessed by a web browser application of a second electronic device associated with the user;
- selecting, by an advertisement engine coupled to the computer, an audio file based upon the online status of the user, wherein the audio file is selected from a database storing one or more audio files;
- playing, by the computer, the audio file on the first electronic device associated with the user during an idle period of the call;
- notifying, by the presence detection module coupled to the computer, at least one of the plurality of selectable agents of the online status of the user;
- and
- transmitting, by the presence detection module coupled to the computer, to the at least one of the plurality of selectable agents a pointer to a webpage accessed by the user.
5 more elements
A computer system comprising:
- a server configured to:
- receive a call from a first electronic device associated with a user, wherein the server is associated with a call center configured to route the call to one of a plurality of selectable agents;
- upon the server receiving the call from the user:
- identify, utilizing a presence detection module coupled to the server from a database, an online status of the user, wherein the online status corresponding corresponds to the one or more webpages previously accessed by a web browser application of a second electronic device associated with the user;
- select, utilizing an advertisement engine coupled to the server, an audio file based upon the online status of the user, wherein the audio file is selected from the database storing one or more audio files;
- play the audio file on the first electronic device associated with the user during an idle period of the call;
- notify, utilizing the presence detection module coupled to the server, at least one of the plurality of selectable agents of the online status of the user;
- and
- transmit, utilizing the presence detection module coupled to the server, to the at least one of the plurality of selectable agents a pointer to a webpage accessed by the user.
6 more elements
Dependencies are inferred from the claim text.