# US 12,003,669 B1 · Methods for simultaneous interaction on a web page by a customer and customer service representative > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,003,669 B1 - Document ID: US12003669B1 - Status: Granted - Kind: B1 - Application number: 18/212,989 - Filed: 2023-06-22 - Granted: 2024-06-04 - Earliest claimed: 2014-07-08 - Assignees: United Services Automobile Association (USAA) - Applicants: United Services Automobile Association (“USAA”) - Inventors: Guy R. Langley; Jason W. Lindley; Donald H. Griffin, Jr.; Elizabeth Garretson; Ryan R. Barth; Francisco A. Duran; Ann C. Tarrillion; David W. Roberts - Web page: https://patentgrep.com/patent/US12003669B1 ## CPC - H04M 3/5191: {interacting with the Internet} - H04M 3/42221: {Conversation recording systems (at the subscriber's set H04M1/656)} - H04M 3/5108: {Secretarial services} - H04M 7/0027: {Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication} - G06F 2216/15: Synchronised browsing - 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) ## Abstract A computer-implemented method and system for enhancing interaction between a customer using a client computer and a customer service representative of a company using a workstation. A Web session is commenced on a Web site for the client computer of the customer, wherein the Web session includes displaying a first Web page to the customer. A telephonic interaction is commenced between the customer and the customer service representative and a split screen is displayed on the workstation. The split screen including the first Web page and a second Web page, wherein the second Web page is only viewable by the customer service representative. An application is caused to be moved from the second Web page to the first Web page for review and interaction by the customer via the client computer. ## Claims ### Claim 1 A computer method for providing enhanced authentication of a client during vocal interaction between the client and a client representative, comprising: initiating a vocal interactive session between the client and the client representative during which an identity of the client is indicated by the client; monitoring the vocal interactive session in a computer associated with the client representative; extracting, during the vocal interactive session, data associated with the client without client intervention; generating a dashboard on a computer display of the client representative computer responsive to the monitored vocal interactive session; and analyzing the extracted client data, during the vocal interactive session, to authenticate the indicated identity of the client via the dashboard. ### Claim 2 (depends on 1) The computer method as recited in claim 1, further including analyzing the extracted client data, during the vocal interactive session, to determine a topic associated with the monitored telephonic interactive session so as to display the determined topic in the dashboard. ### Claim 3 (depends on 2) The computer method as recited in claim 2, wherein the extracted data is a voice sample of the client exchanged with the client representative during the vocal interactive session. ### Claim 4 (depends on 2) The computer method as recited in claim 2, wherein the extracted data is caller-id data of a telephone number associated with a client device engaged with the vocal interactive session. ### Claim 5 (depends on 1) The computer method as recited in claim 1, wherein the interactive session is a web session. ### Claim 6 (depends on 5) The computer method as recited in claim 5, wherein the extracted data is hardware specific data associated with a client computer device engaged with the web session. ### Claim 7 (depends on 5) The computer method as recited in claim 5, wherein the extracted data is Media Access Control (MAC) address associated with a client computer device engaged with the web session. ### Claim 8 (depends on 1) The computer method as recited in claim 1, wherein the generated dashboard includes separated first and second content sections on the computer display of the client representative computer, wherein the first content section is viewable on a display of a client computer, and the second content section is only viewable on the display of the client representative computer. ### Claim 9 (depends on 8) The computer method as recited in claim 8, further including: enabling modification of content on the second content section by the client representative during interaction between the client representative and the client; and enabling movement by the client representative of content modified by the client representative during the interaction from the second content section to the first content section for review and interaction by the client via the client computer. ### Claim 10 (depends on 8) The computer method as recited in claim 8, further including: preparing a third content section from information contained on the second content section to be used by a second client representative for servicing the client; and displaying the third content section on a display associated with the second client representative for facilitating transfer of the client from the first client representative to the second client representative. ### Claim 11 A computer system for providing enhanced authentication of a client during vocal interaction between the client and a client representative, comprising: a memory configured to store instructions; a processor disposed in communication with the memory, wherein the processor upon execution of the instructions is configured to: initiate a vocal interactive session between the client and the client representative during which an identity of the client is indicated by the client; monitor the vocal interactive session in a computer associated with the client representative; extract, during the vocal interactive session, data associated with the client without client intervention; generate during the vocal interactive session, a dashboard on a computer display of the client representative computer responsive to the monitored vocal interactive session; and analyze, during the vocal interactive session, the extracted client data, during the vocal interactive session, to authenticate the indicated identity of the client via the dashboard. ### Claim 12 (depends on 11) The computer system as recited in claim 11, wherein the processor is further configured to analyze, during the vocal interactive session, the extracted client data to determine a topic associated with the monitored telephonic interactive session so as to display the determined topic in the dashboard. ### Claim 13 (depends on 12) The computer system as recited in claim 12, wherein the extracted client data is a voice sample of the client exchanged with the client representative during the vocal interactive session. ### Claim 14 (depends on 12) The computer system as recited in claim 12, wherein the extracted client data includes caller-id data of a telephone number associated with a client device engaged with the vocal interactive session. ### Claim 15 (depends on 11) The computer system as recited in claim 11, wherein the vocal interactive session is a web session. ### Claim 16 (depends on 15) The computer system as recited in claim 15, wherein the extracted data is hardware specific data associated with a client computer device engaged in the web session. ### Claim 17 (depends on 15) The computer system as recited in claim 15, wherein the extracted data is Media Access Control (MAC) address associated with a client computer device engaged in the web session. ### Claim 18 (depends on 11) The computer system as recited in claim 11, wherein the generated dashboard includes separated first and second content sections on the computer display of the client representative computer, wherein the first content section is viewable on a display of a client computer and the second content section is only viewable on the display of the client representative computer. ### Claim 19 (depends on 18) The computer system as recited in claim 18, wherein the computer processor is further configured to: enable modification of content on the second content section by the client representative during interaction between the client representative and the client; and enable movement by the client representative of content modified by the client representative during the interaction from the second content section to the first content section for review and interaction by the client via the client computer. ### Claim 20 (depends on 18) The computer system as recited in claim 18, wherein the computer processor is further configured to: prepare a third content section from information contained on the second content section to be used by a second client representative for servicing the client; and display the third content section on a display associated with the second client representative for facilitating transfer of the client from the first client representative to the second client representative.