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 of routing a call, the method comprising:
- receiving, via a network, a request for assistance from a device associated with a user;
- causing at least one potential subject of the request to be displayed on the device associated with the user;
- receiving a verbal verification that the user selected the at least one potential subject of the request;
- in response to receiving the verbal verification, creating a menu with options including:
- during hours in which a call representative is available, assistance via a call representative for the at least one potential subject of the request, and
- during hours in which a call representative is not available, assistance stating operating hours in which a call representative is available;
- causing the menu to be displayed on the device;
- and
- receiving an indication of a selection by the user of one of the options.
A non-transitory computer-readable storage medium storing instructions that, when executed by a computing system, cause the computing system to perform a process for routing a call, the process comprising:
- receiving, via a network, a request for assistance from a device associated with a user;
- causing at least one potential subject of the request to be displayed on the device associated with the user;
- receiving a verbal verification that the user selected the at least one potential subject of the request;
- in response to receiving the verbal verification, creating a menu with options including:
- during hours in which a call representative is available, assistance via a call representative for the at least one potential subject of the request, and
- during hours in which a call representative is not available, assistance stating operating hours in which a call representative is available;
- causing the menu to be displayed on the device;
- and
- receiving an indication of a selection by the user of one of the options.
A computing system for routing a call, the 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 at least one potential subject of the request to be displayed on the device associated with the user;
- receiving a verbal verification that the user selected the at least one potential subject of the request;
- in response to receiving the verbal verification, creating a menu with options including:
- during hours in which a call representative is available, assistance via a call representative for the at least one potential subject of the request, and
- during hours in which a call representative is not available, assistance stating operating hours in which a call representative is available;
- causing the menu to be displayed on the device;
- and
- receiving an indication of a selection by the user of one of the options.
Dependencies are inferred from the claim text.