Integrated smart graphical user interface for customer management systems

Inventors

Farmer, William Daniel • Buentello, Andre Rene • Romero, Jr., Jose L. • Badugu, Priyadarshini

Assignees

United Services Automobile Association USAA

Abstract

A customer management system can be designed to provide an integrated smart graphical user interface. For example, a computing device can receive information that includes a topic of conversation for a chat-based communication; initiate, via a first graphical user interface (GUI), the chat-based communication with another computing device after the information is received; display, via a second GUI, the user profile associated with the person, wherein the second GUI is displayed adjacent to and integrated with the first GUI; determine a relationship between one or more words or phrases received via the first GUI from the first computing device and the additional information in the user profile, where the relationship is determined in real-time or near real-time as the one or more words or phrases are received; and display a visual indicator in the second GUI that shows content in the second GUI that is relevant to the determined relationship.

Core Innovation

The disclosed invention addresses customer service chat by identifying a topic of conversation based on input from a user device. In response to identifying the topic, the system opens at least one split-screen graphical user interface (GUI) on a customer service representative (CSR) device and receives a chat-based communication between the CSR device and the user device associated with a user.

The invention uses a user profile associated with a pre-determined time period and determines a portion of content in the user profile. It determines a relationship between one or more words or phrases in the chat-based communication and the portion of content in the user profile, and displays the relationship by matching a first visual indicator for the words or phrases in a first screen with a second visual indicator for the portion of content in a second screen.

The split-screen GUI allows simultaneous viewing of the one or more words or phrases in the first screen and the portion of content in the user profile in the second screen. The relationship is determined in real-time or near real-time, including by searching the user profile using the words or phrases for related content, and the visual indicators may include matching color or highlighting.

Claims Coverage

The independent claims provide coverage for three distinct claim categories: a method, a system, and a non-transitory computer-readable medium. Across these independent claims, the inventive concept includes six main inventive features.

Across the independent claims, the invention is defined by simultaneous split-screen display on a CSR device that maps words or phrases from an incoming chat to a portion of content from a user profile for a predetermined time period, using matched visual indicators to present the relationship.

Stated Advantages

Documented Applications