Conversational virtual assistant
AssigneeUnited Services Automobile Association (USAA)
InventorsBrett Knight, Jeffrey William Gallagher, Justin Leggett, Andrew P. Jamison
Life of this patent
Estimating the term…
Abstract
Methods and systems described in this disclosure receive a request for assistance from a device associated with a user, launch a conversational virtual assistant on the device, determine at least one potential subject of the request based on information associated with the user and a tab or webpage from which the conversational virtual assistant is launched, receive a verification of the subject of the request, create a contact menu with options for receiving the assistance, and receive a selection of one of the options.
Claims20
A method comprising:
- receiving, via a network, a request for assistance from a device associated with a user;
- causing a virtual assistant to launch on the device;
- determining at least one potential subject of the request based on information associated with the user;
- creating a contact menu with options including:
- a wait time for receiving assistance via a call representative for the at least one potential subject of the request, and
- a wait time for receiving assistance to take an action via the conversational virtual assistant;
- determining a recommendation for one of the options based on A) the wait time for receiving assistance via the call representative, B) the wait time for receiving assistance via the conversational virtual assistant, C) contact center information associated with the call representative, and D) the at least one potential subject of the request;
- causing the contact menu to be displayed on the device via the conversational virtual assistant, wherein the displaying of the contact menu includes an indication of the recommendation;
- and
- receiving an indication of a selection of one of the options.
A computer-readable storage medium storing instructions that, when executed by a computing system, cause the computing system to perform a process comprising:
- receiving, via a network, a request for assistance from a device associated with a user;
- causing a virtual assistant to launch on the device;
- determining at least one potential subject of the request based on information associated with the user;
- creating a contact menu with options including:
- a wait time for receiving assistance via a call representative for the at least one potential subject of the request, and
- a wait time for receiving assistance to take an action via the conversational virtual assistant;
- determining a recommendation for one of the options based on A) the wait time for receiving assistance via the call representative, B) the wait time for receiving assistance via the conversational virtual assistant, C) contact center information associated with the call representative, and D) the at least one potential subject of the request;
- causing the contact menu to be displayed on the device via the conversational virtual assistant, wherein the displaying of the contact menu includes an indication of the recommendation;
- and
- receiving an indication of a selection of one of the options.
A computing system comprising:
- one or more processors;
- and
- one or more memories storing instructions that, when executed by the one or more processors, cause the computing system to perform a process comprising:
- receiving, via a network, a request for assistance from a device associated with a user;
- causing a virtual assistant to launch on the device;
- determining at least one potential subject of the request based on information associated with the user;
- creating a contact menu with options including:
- a wait time for receiving assistance via a call representative for the at least one potential subject of the request, and
- a wait time for receiving assistance to take an action via the conversational virtual assistant;
- determining a recommendation for one of the options based on A) the wait time for receiving assistance via the call representative, B) the wait time for receiving assistance via the conversational virtual assistant, C) contact center information associated with the call representative, and D) the at least one potential subject of the request;
- causing the contact menu to be displayed on the device via the conversational virtual assistant, wherein the displaying of the contact menu includes an indication of the recommendation;
- and
- receiving an indication of a selection of one of the options.
Dependencies are inferred from the claim text.