# US 10,771,623 B1 · Rapid data access > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,771,623 B1 - Document ID: US10771623B1 - Status: Granted - Kind: B1 - Application number: 16/583,970 - Filed: 2019-09-26 - Granted: 2020-09-08 - Earliest claimed: 2017-09-12 - Assignees: United Services Automobile Association (USAA) - Applicants: United Services Automobile Association (USAA) - Inventors: Eric J. Smith; John McChesney TenEyck, Jr.; Gregory Yarbrough; Vijay Jayapalan - Web page: https://patentgrep.com/patent/US10771623B1 ## CPC - H04M 3/42059: {Making use of the calling party identifier} - G06F 9/451: Execution arrangements for user interfaces - G06F 9/45558: {Hypervisor-specific management and integration aspects} - G06F 16/1834: {implemented based on peer-to-peer networks, e.g. gnutella (p2p communication protocols H04L67/104)} - G06Q 30/016: After-sales - H04L 9/0643: {Hash functions, e.g. MD5, SHA, HMAC or f9 MAC} - H04L 9/3239: {involving non-keyed hash functions, e.g. modification detection codes [MDCs], MD5, SHA or RIPEMD} - H04L 9/50: {using hash chains, e.g. blockchains or hash trees} - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - H04M 3/5191: {interacting with the Internet} - G06F 2009/45562: {Creating, deleting, cloning virtual machine instances} - G06F 2009/45595: {Network integration; Enabling network access in virtual machine instances} - H04L 2209/56: Financial cryptography, e.g. electronic payment or e-cash - H04M 3/5125: {with remote located operators} - H04M 3/5133: {Operator terminal details} - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - 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 - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract Methods, systems, and apparatus, including computer programs encoded on computer storage media, for coordinating callers with customer service representatives. One of the methods includes in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine. The method includes populating the virtual user interface with information about the caller based on the received identification information. The method includes sharing the virtual user interface with an application executing on a computer of a customer service representative. The method includes connecting the caller with the customer service representative. ## Claims ### Claim 1 A computer-implemented method, comprising: selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine; populating the virtual user interface with information of a first user; and responsive to receiving an indication that a second user is available for connecting with the first user, sharing the virtual user interface with an application executing on a computer of the second user, the virtual user interface causing the information to be displayed on a display device of the computer of the second user. ### Claim 2 (depends on 1) The computer-implemented method of claim 1, wherein the information includes identification information of the first user. ### Claim 3 (depends on 1) The computer-implemented method of claim 1, further comprising: obtaining second information of the first user, wherein the virtual user interface causes the second information to be displayed on the display device. ### Claim 4 (depends on 1) The computer-implemented method of claim 1, wherein the first user is a caller and the second user is a customer service representative. ### Claim 5 (depends on 1) The computer-implemented method of claim 1, further comprising connecting the first user with the second user via a communications channel. ### Claim 6 (depends on 5) The computer-implemented method of claim 5, wherein the communications channel comprises an audio communications channel. ### Claim 7 (depends on 5) The computer-implemented method of claim 5, further comprising, in response to disconnecting the first user from the second user, ceasing sharing of the virtual user interface with the application executing on the computer of the second user. ### Claim 8 (depends on 1) The computer-implemented method of claim 1, wherein the virtual user interface is populated prior to sharing the virtual user interface with the application executing on the computer of the second user. ### Claim 9 (depends on 1) The computer-implemented method of claim 1, wherein the plurality of virtual machines comprises a number of virtual machines, the number being based on an expected number of first users. ### Claim 10 (depends on 1) The computer-implemented method of claim 1, further comprising increasing the number of virtual machines based on an increase in a number of first users. ### Claim 11 A system comprising: one or more computers and one or more storage devices storing instructions that are operable, when executed by the one or more computers, to cause the one or more computers to perform operations comprising: selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine; populating the virtual user interface with information of a first user; and responsive to receiving an indication that a second user is available for connecting with the first user, sharing the virtual user interface with an application executing on a computer of the second user, the virtual user interface causing the information to be displayed on a display device of the computer of the second user. ### Claim 12 (depends on 11) The system of claim 11, wherein the information includes identification information of the first user. ### Claim 13 (depends on 11) The system of claim 11, the operations further comprising: obtaining second information of the first user, wherein the virtual user interface causes the second information to be displayed on the display device. ### Claim 14 (depends on 11) The system of claim 11, wherein the first user is a caller and the second user is a customer service representative. ### Claim 15 (depends on 11) The system of claim 11, the operations further comprising connecting the first user with the second user via a communications channel. ### Claim 16 (depends on 15) The system of claim 15, wherein the communications channel comprises an audio communications channel. ### Claim 17 (depends on 15) The system of claim 15, the operations further comprising, in response to disconnecting the first user from the second user, ceasing sharing of the virtual user interface with the application executing on the computer of the second user. ### Claim 18 (depends on 11) The system of claim 11, wherein the virtual user interface is populated prior to sharing the virtual user interface with the application executing on the computer of the second user. ### Claim 19 (depends on 11) The system of claim 11, wherein the plurality of virtual machines comprises a number of virtual machines, the number being based on an expected number of callers, the operations further comprising increasing the number of virtual machines based on an increase in a number of first users. ### Claim 20 A non-transitory computer storage medium encoded with computer program instructions that when executed by one or more computers cause the one or more computers to perform operations comprising: selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine; populating the virtual user interface with information of a first user; and responsive to receiving an indication that a second user is available for connecting with the first user, sharing the virtual user interface with an application executing on a computer of the second user, the virtual user interface causing the information to be displayed on a display device of the computer of the second user.