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 perform operations that include:
- during a call session between a user and a call representative, accessing an initial corpus of information;
- based on the initial corpus of information, 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 speech recognition during the call session;
- while the call session is progressing through a first sub-flow grouping of the plurality of sub-flow groupings, detecting a topic mentioned in the call session, the topic being associated with a second sub-flow grouping of the plurality of sub-flow groupings being mentioned;
- and
- in response to detecting the topic, storing a state of the content flow at the first sub-flow grouping, and initiating the second sub-flow grouping that is related to the detected topic;
- generating the dynamic script based on the second sub-flow grouping;
- and
- upon detecting completion of the second sub-flow grouping, automatically initiating the first sub-flow grouping at the stored state.
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 perform one or more operations that include:
- during a call session between a user and a call representative, accessing an initial corpus of information;
- based on the initial corpus of information, 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 speech recognition during the call session;
- while the call session is progressing through a first sub-flow grouping of the plurality of sub-flow groupings, detecting a topic mentioned in the call session, the topic being associated with a second sub-flow grouping of the plurality of sub-flow groupings being mentioned;
- and
- in response to detecting the topic, storing a state of the content flow at the first sub-flow grouping, and initiating the second sub-flow grouping that is related to the detected topic;
- generating the dynamic script based on the second sub-flow grouping;
- and
- upon detecting completion of the second sub-flow grouping, automatically initiating the first sub-flow grouping at the stored state.
A computer-implemented method comprising:
- during a call session between a user and a call representative, accessing an initial corpus of information;
- based on the initial corpus of information, 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 speech recognition during the call session;
- while the call session is progressing through a first sub-flow grouping of the plurality of sub-flow groupings, detecting a topic mentioned in the call session, the topic being associated with a second sub-flow grouping of the plurality of sub-flow groupings being mentioned;
- and
- in response to detecting the topic, storing a state of the content flow at the first sub-flow grouping, and initiating the second sub-flow grouping that is related to the detected topic;
- generating the dynamic script based on the second sub-flow grouping;
- and
- upon detecting completion of the second sub-flow grouping, automatically initiating the first sub-flow grouping at the stored state.
Dependencies are inferred from the claim text.