Patents by Inventor Greg Yarbrough
Greg Yarbrough has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 10601993Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.Type: GrantFiled: May 6, 2019Date of Patent: March 24, 2020Assignee: United Services Automobile Association (USAA)Inventors: Vijay Jayapalan, Greg Yarbrough, Eric J. Smith
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Publication number: 20190260873Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.Type: ApplicationFiled: May 6, 2019Publication date: August 22, 2019Inventors: Vijay Jayapalan, Greg Yarbrough, Eric J. Smith
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Patent number: 10334099Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.Type: GrantFiled: October 29, 2014Date of Patent: June 25, 2019Assignee: United Services Automobile Association (USAA)Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
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Patent number: 10264118Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.Type: GrantFiled: December 14, 2017Date of Patent: April 16, 2019Assignee: United Services Automobile Association (USAA)Inventors: Greg Yarbrough, Eric Smith, Vijay Jayapalan
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Patent number: 10084916Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.Type: GrantFiled: January 18, 2018Date of Patent: September 25, 2018Assignee: United Services Automobile Association (USAA)Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
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Publication number: 20180146092Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.Type: ApplicationFiled: January 18, 2018Publication date: May 24, 2018Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
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Publication number: 20180109672Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.Type: ApplicationFiled: December 14, 2017Publication date: April 19, 2018Inventors: Greg Yarbrough, Eric Smith, Vijay Jayapalan
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Patent number: 9912811Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.Type: GrantFiled: March 30, 2017Date of Patent: March 6, 2018Assignee: United Services Automobile Association (USAA)Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
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Patent number: 9860369Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.Type: GrantFiled: December 16, 2016Date of Patent: January 2, 2018Assignee: United Services Automobile Association (USAA)Inventors: Greg Yarbrough, Eric Smith, Vijay Jayapalan
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Publication number: 20170208175Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.Type: ApplicationFiled: March 30, 2017Publication date: July 20, 2017Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
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Patent number: 9648161Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.Type: GrantFiled: September 16, 2015Date of Patent: May 9, 2017Assignee: United Services Automobile Association (USAA)Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
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Publication number: 20170099384Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.Type: ApplicationFiled: December 16, 2016Publication date: April 6, 2017Inventors: Greg Yarbrough, Eric Smith, Vijay Jayapalan
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Patent number: 9553978Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.Type: GrantFiled: January 6, 2015Date of Patent: January 24, 2017Assignee: United Services Automobile Association (USAA)Inventors: Greg Yarbrough, Eric Smith, Vijay Jayapalan
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Publication number: 20160198039Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.Type: ApplicationFiled: January 6, 2015Publication date: July 7, 2016Inventors: Greg Yarbrough, Eric Smith, Vijay Jayapalan
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Publication number: 20160165045Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.Type: ApplicationFiled: September 16, 2015Publication date: June 9, 2016Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
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Publication number: 20160127536Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.Type: ApplicationFiled: October 29, 2014Publication date: May 5, 2016Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith
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Patent number: 9172805Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.Type: GrantFiled: December 3, 2014Date of Patent: October 27, 2015Assignee: United Services Automobile Association (USAA)Inventors: Vijay Jayapalan, Greg Yarbrough, Eric Smith