# US 10,375,243 B1 · Systems and methods for state information exchange

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- Number: US 10,375,243 B1
- Document ID: US10375243B1
- Status: Granted
- Kind: B1
- Application number: 15/655,593
- Filed: 2017-07-20
- Granted: 2019-08-06
- Earliest claimed: 2007-06-06
- Assignees: United Services Automobile Association
- Applicants: Usaa
- Inventors: Anthony G. Castiglione
- Web page: https://patentgrep.com/patent/US10375243B1

## CPC

- H04M 3/5191: {interacting with the Internet}
- G06Q 30/0244: {Optimization}
- G06Q 30/0247: {Calculate past, present or future revenues}
- G06Q 30/0255: {based on user history}
- G06Q 30/0269: {based on user profile or attribute}
- G10L 25/63: for estimating an emotional state
- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- H04M 2201/405: involving speaker-dependent recognition
- 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
- G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING

## 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.

## Claims

### Claim 1

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.

### Claim 2 (depends on 1)

The method of claim 1, wherein the computer plays the audio file and at least one of a video file or an image file.

### Claim 3 (depends on 1)

The method according to claim 1, wherein selecting the audio file further comprises:
determining, by the computer, for each respective audio file in the database a maximum profit value associated with the respective audio file, wherein selecting the audio file from the one or more audio files in the database is based upon the maximum profit value determined for each respective audio file.

### Claim 4 (depends on 1)

The method according to claim 1, further comprising:
identifying, by a voice recognition module coupled to the computer, a stress value of the user based upon a voice-based interaction of the user, wherein the computer further selects the audio file based upon the stress value of the user.

### Claim 5 (depends on 1)

The method according to claim 1, further comprising:
identifying, by a voice recognition module coupled to the computer, a mood of the user based upon a voice-based interaction of the user, wherein the computer further selects the audio file based upon the mood of the user.

### Claim 6 (depends on 1)

The method of claim 1, wherein the first electronic device is a mobile phone associated with the user and the second electronic device is a computer associated with the user.

### Claim 7 (depends on 1)

The method of claim 1, further comprising:
playing, by the computer, the selected audio file on the second electronic device associated with the user during an idle period of the call.

### Claim 8 (depends on 7)

The method of claim 7, wherein the audio file is further selected based on information received during the call.

### Claim 9 (depends on 1)

The method of claim 1, wherein the audio file is configured to be replayed upon receipt of an indication from the user.

### Claim 10

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.

### Claim 11 (depends on 10)

The computer system of claim 10, wherein the server plays the audio file and at least one of a video file or an image file.

### Claim 12 (depends on 10)

The computer system of claim 10, wherein selecting the audio file further comprises:
determining, by the server, for each respective audio file in the database a maximum profit value associated with the respective audio file wherein selecting the audio file from the one or more audio files in the database is based upon the maximum profit value determined for each respective audio file.

### Claim 13 (depends on 10)

The computer system according to claim 10, wherein the server is further configured to:
identifying, by a voice recognition module coupled to the server, a stress value of the user based upon a voice-based interaction of the user, wherein the server further selects the audio file based upon the stress value of the user.

### Claim 14 (depends on 10)

The computer system according to claim 10, wherein the server is further configured to:
identifying, by a voice recognition module coupled to the server, a mood of the user based upon a voice-based interaction of the user, wherein the server further selects audio file based upon the mood of the user.

### Claim 15 (depends on 10)

The computer system of claim 10, wherein the first electronic device is a mobile phone associated with the user and the second electronic device is a computer associated with the user.

### Claim 16 (depends on 10)

The computer system of claim 10, further comprising:
playing, by the server, the selected audio file on the second electronic device associated with the user during an idle period of the call.

### Claim 17 (depends on 16)

The computer system of claim 16, wherein the audio file is further selected based on information received during the call.

### Claim 18 (depends on 10)

The computer system of claim 10, wherein the audio file is configured to be replayed upon receipt of an indication from the user.