Patent ID: 11893629
Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)
Field: Digital communication (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 7:
8. A computer system for evaluating customer services offered by a company to its members, comprising:
a memory configured to store instructions;
a processor disposed in communication with the memory, wherein said processor upon execution of the instructions is configured to:
aggregating a first database and a second database to produce a resultant database, wherein the first and the second database relates to services offered by the company to a member, wherein the aggregation is based on a current telephonic interaction between the member and a customer representative of the company;
storing the resultant database;
displaying, using the resultant database, in an integrated desktop interface of a computing device of the customer representative, based on the telephonic interaction, current information about the member;
evaluating the member's enrollment in both a first service and a second service relating to the member's subscribed services to determine a recommended change to the member's enrollment in the subscribed services based upon current member enrollment in both the first and second services and based upon the current information;
analyzing prior interactions between the member and customer service representatives of the company to determine a most relevant interaction;
displaying the determined most relevant interaction in the integrated desktop interface;
retrieving additional information from a third database relative to the member's current information and aggregating the additional information with the resultant database; and
correlating, according to a business rule, the most relevant interaction, the additional information and the recommended change to produce new correlated data in a new prioritized format; and
displaying the new correlated data in the prioritized format in a customer representative interface, wherein the prioritized format is based at least in part on the current information received by the representative in the current interaction with the member.