State Farm Mutual Automobile Insurance has filed a patent for representative monitoring in a contact center environment. The patent describes techniques for presenting real-time or near real-time data, including interaction content and video of a representative’s display, to an administrator for monitoring. The contact center server can generate data files for live contacts and post-contact processing, allowing administrators to monitor and guide representatives. The server also enables administrators to select live contacts for monitoring and receive alerts for pre-selected representatives. GlobalData’s report on State Farm Mutual Automobile Insurance gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on State Farm Mutual Automobile Insurance, digital lending was a key innovation area identified from patents. State Farm Mutual Automobile Insurance's grant share as of September 2023 was 72%. Grant share is based on the ratio of number of grants to total number of patents.

Monitoring customer interactions in a contact center environment

Source: United States Patent and Trademark Office (USPTO). Credit: State Farm Mutual Automobile Insurance Co

A recently filed patent (Publication Number: US20230319188A1) describes a contact center server that includes one or more processors and computer-readable media. The server is capable of receiving event notifications associated with live interactions between a representative's computing device and a user's computing device. It can also receive a request from an administrator's computing device to monitor the live interaction. In response to the request, the server presents a user interface on the administrator's device, which includes a display window corresponding to the representative's device. Additionally, the server presents data associated with the live interaction on the administrator's device.

The contact center server can also receive a notification indicating the end of the live interaction and, based on this notification, discontinue the presentation of data on the administrator's device. Furthermore, the server can continue presenting the user interface on the administrator's device after the end of the live interaction. It can receive a notification from the representative's device indicating the completion of tasks associated with the live interaction and, based on this notification, discontinue the presentation of the user interface.

The server is capable of determining a sentiment score associated with the live interaction and presenting a representation of the sentiment score via the user interface. This determination involves generating textual data based on audio from the live interaction and providing the textual data to a machine-learned model that outputs the sentiment score.

Additionally, the contact center server can generate a data file comprising a video of the representative's device display window and audio from the live interaction. It associates an identifier of the live interaction with the data file and stores it accordingly.

The server can also receive an identification of a representative from the administrator's device and generate an alert based on this identification. This alert triggers a notification on the administrator's device indicating the live interaction. Furthermore, the server allows the administrator to transmit data to the representative's device via the user interface, which is then displayed on the representative's device.

In summary, the patent describes a contact center server that enables monitoring of live interactions, presentation of data and user interfaces, sentiment score determination, video and audio recording, and communication between administrators and representatives.

To know more about GlobalData’s detailed insights on State Farm Mutual Automobile Insurance, buy the report here.

Premium Insights

From

The gold standard of business intelligence.

Blending expert knowledge with cutting-edge technology, GlobalData’s unrivalled proprietary data will enable you to decode what’s happening in your market. You can make better informed decisions and gain a future-proof advantage over your competitors.

GlobalData

GlobalData, the leading provider of industry intelligence, provided the underlying data, research, and analysis used to produce this article.

GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.