Dynamic content flow adaptation for call representatives
AssigneeAssured Insurance Technologies, Inc.
InventorsJustin Lewis-Weber, Theo Patt
Life of this patent
Estimating the term…
Abstract
A computing system can generate a customized user interface comprising an initial content flow for the call representative to communicate with the user over one or more call sessions to complete an information gather process pertaining to a claim event. Based on inputs provided by the call representative on the customized user interface, the system can dynamically update the customized user interface to reflect responses from the user, and dynamically adapt the initial content flow based on the responses from the user.
Claims20
A computing system comprising:
- a network communication interface;
- one or more processors;
- and
- a memory storing instructions that, when executed by the one or more processors, cause the computing system to perform operations comprising:
- detecting a call session between a user and a call representative;
- during the call session, providing, for a customized user interface of the call representative, a dynamically generated script in accordance with a content flow for gathering information regarding a claim event;
- based on responses from the user, (i) dynamically adapting the content flow based on the responses from the user;
- and (ii) automatically updating the customized user interface, including the dynamically generated script, in accordance with the updated content flow.
A non-transitory computer-readable medium that stores instructions, which when executed by one or more processors of a computer system, cause the computer system to perform operations that include:
- detecting a call session between a user and a call representative;
- during the call session, providing, for a customized user interface of the call representative, a dynamically generated script in accordance with a content flow for gathering information regarding a claim event;
- based on responses from the user, (i) dynamically adapting the content flow based on the responses from the user;
- and (ii) automatically updating the customized user interface, including the dynamically generated script, in accordance with the updated content flow.
A computer-implemented method comprising:
- detecting a call session between a user and a call representative;
- during the call session, providing, for a customized user interface of the call representative, a dynamically generated script in accordance with a content flow for gathering information regarding a claim event;
- based on responses from the user, (i) dynamically adapting the content flow based on the responses from the user;
- and (ii) automatically updating the customized user interface, including the dynamically generated script, in accordance with the updated content flow.
Dependencies are inferred from the claim text.