Facilitating sub-group hopping in call sessions for adaptive content flows
AssigneeAssured Insurance Technologies, Inc.
InventorsJustin Lewis-Weber, Theo Patt
Life of this patent
Estimating the term…
Abstract
Based on an initial set of claim data for a claim event of a user, a computing system can generate an initial script and a content flow that includes the initial script for a call representative to utilize in a call session with the user, the content flow comprising a plurality of sub-flow groupings. Based on the user initiating a topic corresponding to a respective sub-flow grouping from the plurality of sub-flow groupings, the system can update the content flow to enable the call representative to hop to the respective sub-flow grouping within the content flow.
Claims20
A computing system comprising:
- a network communication interface;
- one or more processors communicatively coupled to the network communication interface;
- and
- a memory, communicatively coupled to the one or more processors, for storing instructions that, when executed by the one or more processors, cause the computing system to:
- receive an initial set of claim data for a user-related incident;
- based on the initial set of claim data for the user-related incident, generate each of (i) a content flow for a call session with the user, the content flow comprising a plurality of sub-flow groupings;
- and (ii) a dynamic script that is based at least in part on the content flow;
- monitor, in real-time, the call session, by performing voice recognition on audio communicated during the call session;
- detect, based on the monitoring, a topic initiated by the user during the call session;
- and
- based on the detected topic initiated by the user, determine a pause point representing a current progress of the content flow, navigate the content flow to a respective sub-flow grouping of the plurality of sub-flow groupings that relate to the detected topic, generate the dynamic script based on the respective sub-flow grouping, and upon detecting completion of the respective sub-flow grouping, automatically navigate the content flow back to the pause point.
A non-transitory computer readable medium storing instructions that, when executed by one or more processors of a computing system, cause the computing system to:
- receive an initial set of claim data for a user-related incident;
- based on the initial set of claim data for the user-related incident, generate each of (i) a content flow for a call session with the user, the content flow comprising a plurality of sub-flow groupings;
- and (ii) a dynamic script that is based at least in part on the content flow;
- monitor, in real-time, the call session, by performing voice recognition on audio communicated during the call session;
- detect, based on the monitoring, a topic initiated by the user during the call session;
- and
- based on the detected a topic initiated by the user during the call session, determine a pause point representing a current progress of the content flow, navigate the content flow to a respective sub-flow grouping of the plurality of sub-flow groupings that relate to the detected topic, generate the dynamic script based on the respective sub-flow grouping, and upon detecting completion of the respective sub-flow grouping, automatically navigate the content flow back to the pause point.
A computer-implemented method of facilitating content flow group hopping, the method being performed by one or more processors and comprising:
- receive an initial set of claim data for a user-related incident;
- based on the initial set of claim data for the user-related incident, generating each of (i) a content flow for a call session with the user, the content flow comprising a plurality of sub-flow groupings;
- and (ii) a dynamic script that is based at least in part on the content flow;
- monitoring, in real-time, the call session, by performing voice recognition on audio communicated during the call session;
- detecting, based on the monitoring, a topic initiated by the user during the call session;
- and
- based on the detected topic initiated by the user during the call session, determining a pause point representing a current progress of the content flow, navigating the content flow to a respective sub-flow grouping of the plurality of sub-flow groupings that relate to the detected topic, generating the dynamic script based on the respective sub-flow grouping, and upon detecting completion of the respective sub-flow grouping, automatically navigate the content flow back to the pause point.
Dependencies are inferred from the claim text.