Loading patent…
AssigneeState Farm Mutual Automobile Insurance Company
InventorSylvia Hernandez
Estimating the term…
A computer-implemented method for presenting relevant information to a customer service representative of a business may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; determining one or more keywords from the text stream; comparing the one or more keywords with a history of keywords that have previously been searched; and/or searching a database for information related to the one or more keywords that have not been previously searched. As a result of the keyword search, information about topics that the customer is interested in, may be located and displayed on a customer service representative display to facilitate the customer service representative timely relaying the information found by the keyword search to enhance the customer experience. Exemplary keywords may relate to insurance and financial services, such as “auto,” “home,” “life,” “insurance,” or “vehicle loan.”
1-20. (canceled)
A computing system for providing assistance to a service representative interacting with a customer, the computing system comprising one or more processors and a memory in communication with the one or more processors, the memory storing instructions that, when executed by the one or more processors, cause the one or more processors to:
A computer-implemented method for providing assistance to a service representative interacting with a customer, the computing system, the computer-implemented method performed by one or more processors and a memory in communication with the one or more processors, the computer-implemented method comprising:
A non-transitory computer-readable medium storing instructions for providing assistance to a service representative interacting with a customer, the computing system, the instructions when executed by one or more processors of a computing device, cause the one or more processors to:
Dependencies are inferred from the claim text.