Patents by Inventor Megan Sarah Jennings
Megan Sarah Jennings 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: 11962717Abstract: Technology for determining a queue position of a call from a user can include receiving, at an enterprise, the call from a user device associated with the user. The user device includes an application associated with the enterprise. The call is placed into an on-hold queue. A weighted level of importance associated with the call is determined based on call history information associated with the user device and call frequency associated with the user. The weighted level of importance is compared to at least one weight threshold. A wait time for the call is decreased based on the weighted level of importance meeting or exceeding the at least one weight threshold.Type: GrantFiled: October 11, 2022Date of Patent: April 16, 2024Assignee: United Services Automobile Association (USAAInventors: Gregory David Hansen, Megan Sarah Jennings, Emily Margaret Gray, Gregory B Yarbrough, Charles Balasingh, Janelle Denice Dziuk, Samip Dilip Mehra, David Patrick Dixon
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Patent number: 11947973Abstract: The present disclosure is related to a system that may include a first computing device that may perform a plurality of data processing operations and a second computing device that may receive a modification to one or more components of a first data operation, identify a first subset of the plurality of data processing operations that corresponds to the one or more components, and determine one or more alternate parameters associated with the one or more components. The second computing device may then identify a second subset of the plurality of data processing operations that corresponds to the one or more alternate parameters and send a notification to the first computing device indicative of a modification to the first subset and the second subset.Type: GrantFiled: September 13, 2021Date of Patent: April 2, 2024Assignee: United Services Automobile Association (USAA)Inventors: Oscar Guerra, Megan Sarah Jennings
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Patent number: 11765273Abstract: Data analysis, filter, and presentation techniques are described for an example call management system. An example method for a data management system includes receiving, from a user device, an account identifier of a first person, receiving, from the user device, a first message related to a topic of conversation to be discussed during a telephone call with the first person, determining, based on the account identifier and within a pre-determined time period, a presence of a set of data that describes conversation(s) from prior telephone call(s)/chat(s) with the first person, and sending, to a computer, at least some data from the set of data and a second message that indicates that the telephone call is mapped to a second person, where the computer is configured to display on a screen the second message and a presentation option that presents the at least some data via the computer.Type: GrantFiled: July 19, 2022Date of Patent: September 19, 2023Assignee: United Services Automobile Association (USAA)Inventors: Gregory David Hansen, Megan Sarah Jennings, Emily Margaret Gray, Gregory B. Yarbrough, Charles Balasingh, Janelle Denice Dziuk, Samip Dilip Mehra, David Patrick Dixon
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Publication number: 20230103204Abstract: Technology for placing a user on-hold can include sending a push notification to a user device after the call has been placed on-hold. A link in the push notification can request authentication credentials from the user. When the authentication credentials have been received and verified, a chat window can be launched via an application on the user device. The intent of the call can be determined based at least in part by information received via the chat window. The authentication information and the intent of the call can be transferred to a representative answering the call.Type: ApplicationFiled: December 2, 2022Publication date: March 30, 2023Inventors: Gregory David HANSEN, Megan Sarah JENNINGS, Emily Margaret GRAY, Gregory B. YARBROUGH, Madhusudhana Rao ABBURI, Charles BALASINGH, Janelle Denice DZIUK, Samip Dilip MEHRA, David Patrick DIXON
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Patent number: 11615170Abstract: A system includes a database configured to store a plurality of datasets and a monitoring system communicatively coupled to the database. The monitoring system is configured to perform operations that include receiving information, which has user information associated with a user and determining whether the received information is indicative of an update to a data access right associated with the user, in which the update to the data access right comprises a change in accessibility of a dataset of the plurality of datasets. The monitoring system is also configured to perform operations that include outputting a notification indicative of reviewing the user information associated with the user in response to determining the received information is indicative of an update to the data access right associated with the user.Type: GrantFiled: May 29, 2020Date of Patent: March 28, 2023Assignee: United Services Automobile Association (USAA)Inventors: Oscar Guerra, Megan Sarah Jennings
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Patent number: 11533397Abstract: Technology for placing a user on-hold can include sending a push notification to a user device after the call has been placed on-hold. A link in the push notification can request authentication credentials from the user. When the authentication credentials have been received and verified, a chat window can be launched via an application on the user device. The intent of the call can be determined based at least in part by information received via the chat window. The authentication information and the intent of the call can be transferred to a representative answering the call.Type: GrantFiled: March 26, 2021Date of Patent: December 20, 2022Assignee: United Services Automobile Association (USAA)Inventors: Gregory David Hansen, Megan Sarah Jennings, Emily Margaret Gray, Gregory B. Yarbrough, Madhusudhana Abburi, Charles Balasingh, Janelle Denice Dziuk, Samip Dilip Mehra, David Patrick Dixon
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Patent number: 11514919Abstract: Techniques are described for generating a custom voice for a virtual agent. In one implementations, a method includes receiving information identifying a customer contacting a call center. The method includes selecting a voice for a virtual agent based on information about the customer. The method also includes assigning the voice to the virtual agent during communications with the customer.Type: GrantFiled: April 15, 2021Date of Patent: November 29, 2022Assignee: United Services Automobile Association (USAA)Inventors: David Charles Hardage, Megan Sarah Jennings, Samantha Sprague, Joseph Kasonde, Abrham Tibebu Workineh, Alejandra Valles, Nelson Thomas Hittner
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Patent number: 11503153Abstract: Technology for determining a queue position of a call from a user can include receiving, at an enterprise, the call from a user device associated with the user. The user device includes an application associated with the enterprise. The call is placed into an on-hold queue. A weighted level of importance associated with the call is determined based on call history information associated with the user device and call frequency associated with the user. The weighted level of importance is compared to at least one weight threshold. A wait time for the call is decreased based on the weighted level of importance meeting or exceeding the at least one weight threshold.Type: GrantFiled: March 29, 2021Date of Patent: November 15, 2022Assignee: United Services Automobile Association (USAA)Inventors: Gregory David Hansen, Megan Sarah Jennings, Emily Margaret Gray, Gregory B. Yarbrough, Charles Balasingh, Janelle Denice Dziuk, Samip Dilip Mehra, David Patrick Dixon
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Patent number: 11425253Abstract: Data analysis, filter, and presentation techniques are described for an example call management system. An example method for a data management system includes receiving, from a user device, an account identifier of a first person, receiving, from the user device, a first message related to a topic of conversation to be discussed during a telephone call with the first person, determining, based on the account identifier and within a pre-determined time period, a presence of a set of data that describes conversation(s) from prior telephone call(s)/chat(s) with the first person, and sending, to a computer, at least some data from the set of data and a second message that indicates that the telephone call is mapped to a second person, where the computer is configured to display on a screen the second message and a presentation option that presents the at least some data via the computer.Type: GrantFiled: March 29, 2021Date of Patent: August 23, 2022Assignee: United Services Automobile Association (USAA)Inventors: Gregory David Hansen, Megan Sarah Jennings, Emily Margaret Gray, Gregory B. Yarbrough, Charles Balasingh, Janelle Denice Dziuk, Samip Dilip Mehra, David Patrick Dixon
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Patent number: 11011176Abstract: Techniques are described for generating a custom voice for a virtual agent. In one implementations, a method includes receiving information identifying a customer contacting a call center. The method includes selecting a voice for a virtual agent based on information about the customer. The method also includes assigning the voice to the virtual agent during communications with the customer.Type: GrantFiled: July 9, 2020Date of Patent: May 18, 2021Assignee: United Services Automobile Association (USAA)Inventors: David Charles Hardage, Megan Sarah Jennings, Samantha Sprague, Joseph Kasonde, Abrham Tibebu Workineh, Alejandra Valles, Nelson Thomas Hittner
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Patent number: 10726847Abstract: Techniques are described for generating a custom voice for a virtual agent. In one implementations, a method includes receiving information identifying a customer contacting a call center. The method includes selecting a voice for a virtual agent based on information about the customer. The method also includes assigning the voice to the virtual agent during communications with the customer.Type: GrantFiled: October 23, 2018Date of Patent: July 28, 2020Assignee: United Services Automobile Association (USAA)Inventors: David Charles Hardage, Megan Sarah Jennings, Samantha Sprague, Joseph Kasonde, Abrham Tibebu Workineh, Alejandra Valles, Nelson Thomas Hittner