Rapid data access

Patent metadata

Field	Value
Publication number	US-10477014-B1
Application number	US-201816129097-A
Country	US
Kind code	B1
Filing date	Sep 12, 2018
Priority date	Sep 12, 2017
Publication date	Nov 12, 2019
Grant date	Nov 12, 2019

Abstract

A method includes in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine. The method includes populating the virtual user interface with information about the caller based on the received identification information. The method includes sharing the virtual user interface with an application executing on a computer of a customer service representative. The method includes connecting the caller with the customer service representative.

First claim

What is claimed is:

1. A computer-implemented method of coordinating callers with customer service representatives, the method comprising:
in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine;
obtaining additional information about the caller using the received identification information;
populating the virtual user interface with the additional information about the caller;
responsive to receiving an indication that a customer service representative is available for connecting with the caller, sharing the virtual user interface with an application executing on a computer of the customer service representative, wherein sharing the virtual user interface with the application causes the additional information to be displayed on a display device of the computer of the customer service representative; and
connecting the caller with the customer service representative via an audio communication channel.

2. The computer-implemented method of claim 1 , wherein the virtual user interface is populated prior to sharing the virtual user interface with the application.

3. The computer-implemented method of claim 1 , further comprising, in response to disconnecting the caller from the customer service representative, ceasing sharing of the virtual user interface with the application.

4. The computer-implemented method of claim 1 , further comprising maintaining a pool of virtual machines, wherein the number of virtual machines in the pool is determined, at least in part, on an expected number of callers.

5. The computer-implemented method of claim 4 , further comprising increasing the number of virtual machines in the pool based on an increase in a number of callers.

6. A non-transitory computer storage medium encoded with computer program instructions that when executed by one or more computers cause the one or more computers to perform operations comprising:
in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine;
obtaining additional information about the caller using the received identification information;
populating the virtual user interface with the additional information about the caller;
responsive to receiving an indication that a customer service representative is available for connecting with the caller, sharing the virtual user interface with an application executing on a computer of the customer service representative, wherein sharing the virtual user interface with the application causes the additional information to be displayed on a display device of the computer of the customer service representative; and
connecting the caller with the customer service representative via an audio communication channel.

7. The non-transitory computer storage medium of claim 6 , wherein the virtual user interface is populated prior to sharing the virtual user interface with the application.

8. The non-transitory computer storage medium of claim 6 , wherein the operations further comprise, in response to disconnecting the caller from the customer service representative, ceasing sharing of the virtual user interface with the application.

9. The non-transitory computer storage medium of claim 6 , wherein the operations further comprise maintaining a pool of virtual machines, wherein the number of virtual machines in the pool is determined, at least in part, on an expected number of callers.

10. The non-transitory computer storage medium of claim 9 , wherein the operations further comprise increasing the number of virtual machines in the pool based on an increase in a number of callers.

11. A system comprising:
one or more computers and one or more storage devices storing instructions that are operable, when executed by the one or more computers, to cause the one or more computers to perform operations comprising:
in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine;
obtaining additional information about the caller using the received identification information;
populating the virtual user interface with the additional information about the caller;
responsive to receiving an indication that a customer service representative is available for connecting with the caller, sharing the virtual user interface with an application executing on a computer of a customer service representative, wherein sharing the virtual user interface with the application causes the additional information to be displayed on a display device of the computer of the customer service representative; and
connecting the caller with the customer service representative via an audio communication channel.

12. The system of claim 11 , wherein the virtual user interface is populated prior to sharing the virtual user interface with the application.

13. The system of claim 11 , wherein the operations further comprise, in response to disconnecting the caller from the customer service representative, ceasing sharing of the virtual user interface with the application.

14. The system of claim 11 , wherein the operations further comprise maintaining a pool of virtual machines, wherein the number of virtual machines in the pool is determined, at least in part, on an expected number of callers.

15. The system of claim 14 , wherein the operations further comprise increasing the number of virtual machines in the pool based on an increase in a number of callers.

Assignees

• Usaa

Inventors

• Smith Eric J
• Teneyck Jr John Mcchesney
• Yarbrough Gregory
• Jayapalan Vijay

Classifications

• G06F2009/45562

  Creating, deleting, cloning virtual machine instances · CPC title

• H04L2209/56

  Financial cryptography, e.g. electronic payment or e-cash · CPC title

• H04L9/3239

  involving non-keyed hash functions, e.g. modification detection codes [MDCs], MD5, SHA or RIPEMD · CPC title

• G06F9/45558

  Hypervisor-specific management and integration aspects · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title