Patents by Inventor Vijay Jayapalan
Vijay Jayapalan 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: 10477024Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media are used for coordinating callers with customer service representatives. One of the methods includes identifying a number of callers. The method also includes dynamically adjusting a number of customer service representatives based on the number of callers.Type: GrantFiled: May 16, 2018Date of Patent: November 12, 2019Assignee: United Services Automobile Association (USAA)Inventors: Eric J. Smith, John McChesney TenEyck, Jr., Gregory Yarbrough, Vijay Jayapalan
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Patent number: 10440180Abstract: Techniques are described for generating metric(s) that predict survey score(s) for a service session. Model(s) may be trained, through supervised or unsupervised machine learning, using training data from previous service sessions between service representative(s) and individual(s). Training data may include, for previous service session(s), a session record (e.g., audio record) of the session and a set of survey scores provided by the serviced individual to rate the session on one or more criteria (e.g., survey questions). The model(s) may be trained to output, based on an input session record, metric(s) that each correspond to a survey score that would have been provided by the individual had they completed the survey. The model may be a concatenated model that is a combination of a language model output from a language classifier recurrent neural network, and an acoustic model output from an acoustic feature layer convolutional neural network.Type: GrantFiled: June 7, 2017Date of Patent: October 8, 2019Assignee: United Services Automobile Association (USAA)Inventors: Vijay Jayapalan, Gregory Yarbrough, Bipin Chadha, John McChesney TenEyck, Jr., Eric J. Smith
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Patent number: 10432892Abstract: Methods and systems described in this disclosure describe an integration of video sessions across platforms, transforming the user experience. In some embodiments, a user can participate in an interaction via a channel. Next, the system can determine whether the interaction is eligible for a video session with a representative. When the interaction is elgible for the video session, an option for the video session can be displayed on a user interface of the device. After receiving a request for the video session, the video session can be routed to a uniquly skilled representative, where the uniquely skilled representative is determined based, at least in part, on the interaction and a location of the device.Type: GrantFiled: January 25, 2017Date of Patent: October 1, 2019Assignee: United Services Automobile Association (USAA)Inventors: Enrique A. Tamayo, Nicole Calderon, Wesley Purcell, Luis Mireles, Felisa Flores, Vijay Jayapalan, Jeffrey William Gallagher, Minya Liang, Nathan J. Rowe, David W. Gaither, Elizabeth Guerrero
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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: 10389874Abstract: Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.Type: GrantFiled: July 3, 2018Date of Patent: August 20, 2019Assignee: United Services Automobile Association (USAA)Inventors: Anthony Scott Farnsworth, Zakery Layne Johnson, Joshua S. Kerr, Eric Smith, Charles Lee Oakes, III, Thomas Bret Buckingham, Maland Keith Mortensen, John Raymond Harris, Joshua Samuel Leonard, Vijay Jayapalan, Minya Liang, Justin Dax Haslam, Robert Barner, Ross Andrew Thiele
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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: 10263981Abstract: Techniques provided herein relate to electronic authentication on public systems. A backend system receives at least one electronic data action request from a publicly available client system that is shared amongst a plurality of users. At least a portion of the primary authentication information is received from a secondary device separate from the publicly available client system. The electronic data action request is authenticated by determining if the primary authentication information matches expected primary authentication information that is expected to complete the electronic data action request. Performance of the electronic data action request is facilitated when the primary authentication information matches the expected primary authentication information.Type: GrantFiled: November 30, 2016Date of Patent: April 16, 2019Assignee: United Services Automobile Association (USAA)Inventors: Bharat Prasad, Charles Lee Oakes, III, Gunjan C. Vijayvergia, Vijay Jayapalan, Thomas Bret Buckingham
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Patent number: 10178233Abstract: Methods and systems for routing multimedia traffic are described. A method may include receiving a communication originating from a user, transposing an alias transport network over one or more existing networks to route the communication, and routing the communication based on mapping rules.Type: GrantFiled: August 30, 2017Date of Patent: January 8, 2019Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)Inventors: Vijay Jayapalan, Susan Blake, Frederick Eugene Diehl, Jr., Jerry Scott Beene, Michael Sjolander
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Patent number: 10171671Abstract: A method of routing a communication of a customer to an appropriate service representative includes, in accordance with an embodiment of the present disclosure, identifying, within a database stored to a server, a customer account associated with the customer. The method also includes analyzing a data fingerprint saved to the customer account, where the data fingerprint comprises data indicative of a plurality of life events associated with the customer. The method also includes determining, via a switch, the appropriate service representative based on the analyzing of the data fingerprint.Type: GrantFiled: November 10, 2016Date of Patent: January 1, 2019Assignee: United Services Automobile Association (USAA)Inventors: Bharat Prasad, Gunjan C. Vijayvergia, Vijay Jayapalan
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Patent number: 10164973Abstract: Techniques provided herein relate to electronic authentication on public systems. A backend system receives at least one electronic data action request from a publicly available client system that is shared amongst a plurality of users. At least a portion of the primary authentication information is received from a secondary device separate from the publicly available client system. The electronic data action request is authenticated by determining if the primary authentication information matches expected primary authentication information that is expected to complete the electronic data action request. Performance of the electronic data action request is facilitated when the primary authentication information matches the expected primary authentication information.Type: GrantFiled: November 30, 2016Date of Patent: December 25, 2018Assignee: United Services Automobile Association (USAA)Inventors: Bharat Prasad, Charles Lee Oakes, III, Gunjan C. Vijayvergia, Vijay Jayapalan, Thomas Bret Buckingham
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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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Patent number: 10033861Abstract: Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.Type: GrantFiled: August 23, 2017Date of Patent: July 24, 2018Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)Inventors: Anthony Scott Farnsworth, Zakery Layne Johnson, Joshua S. Kerr, Eric Smith, Charles Lee Oakes, III, Thomas Bret Buckingham, Maland Keith Mortensen, John Raymond Harris, Joshua Samuel Leonard, Vijay Jayapalan, Minya Liang, Justin Dax Haslam, Robert Barner, Ross Andrew Thiele
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Patent number: 10015320Abstract: The present disclosure relates to methods, systems, and computer-readable media for conducting communications. One method includes determining a context associated with a communication between a first participant and a second participant while the communication is occurring, determining a failure of the communication, and resuming the communication based, at least in part, on the context.Type: GrantFiled: February 16, 2017Date of Patent: July 3, 2018Assignee: United Services Automobile Association (USAA)Inventors: Vijay Jayapalan, Judd Woehrle, Christopher S. Trost, Matthew C. Reedy
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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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Patent number: 9832316Abstract: A method of routing a customer to a desired representative of a call center includes, in accordance with an embodiment of the present disclosure, receiving a communication from the customer. The method also includes identifying, within a database saved to a server, a customer account associated with the customer, and identifying data indicative of one or more life event entries saved to the customer account and corresponding with one or more life events of the customer. The method also includes applying the identified data indicative of the one or more life event entries to a history-based statistical models, where each history-based statistical model represents a corresponding call routing channel. The method also includes assigning a probability score for each history-based statistical model, where each probability score represents a likelihood that the corresponding call routing channel represented by the history-based statistical model is desired by the customer.Type: GrantFiled: November 10, 2016Date of Patent: November 28, 2017Assignee: United Services Automobile Association (USAA)Inventors: Bharat Prasad, Gunjan C. Vijayvergia, Vijay Jayapalan
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Patent number: 9832315Abstract: A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.Type: GrantFiled: April 21, 2014Date of Patent: November 28, 2017Assignee: United Services Automobile AssociationInventors: Vijay Jayapalan, Gregory Yarbrough, Eric Smith