IP Library › Granted Patent US 12688522

Granted Patent B1

US 12688522 · App. 18/962,930 · Granted Jul 21, 2026

Systems and methods for calling party authentication

Inventors: Emily Margaret Gray (San Antonio, TX); Ross Andrew Thiele (San Antonio, TX); David Alexander Lilley (Schertz, TX); Justin Dax Haslam (San Antonio, TX); Brad D. Wells (Boerne, TX); Vijay Jayapalan (San Antonio, TX); Debra Randall Casillas (Helotes, TX); Michael Patrick Bueche, Jr. (San Antonio, TX)

Assignee: United Services Automobile Association (USAA)

G06Q30/0609 G06Q30/018 H04L63/083

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Quick Facts

Patent No.: US 12688522
App. No.: 18/962,930
Granted: Jul 21, 2026
Kind: B1

External Links

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Abstract

Methods and systems described in this disclosure are directed to authentication of calling parties. The authentication of calling parties applies to simultaneous voice and/or data communications with multiple parties over multiple electronic mediums including a variety of electronic devices. A user can continue to maintain a data exchange session with a representative of an entity offering the goods or services of interest to the user across more than one user device. In some embodiments, a user can invite other parties in a multi-party call involving the user and the representative. Various embodiments for multi-party and multi-device authentication mechanisms are described herein. In some embodiments, the system calculates an estimated call waiting time for a user to speak with the representative.

Claims (79)

1 . A method comprising:

sending, from at least one server to a first application program running on a first device, a notification indicating that a user will receive a communication related to an electronic session from an entity offering at least one item,

wherein the first device displays compliance information for the user to act on prior to starting the electronic session regarding the at least one item;

sending, to the first application program, a session-specific code corresponding to the electronic session;

receiving, at the at least one server, the session-specific code from a second application program running on a second device for identifying the electronic session to authenticate the user without requiring login credentials of the user; and

in response to receiving the session-specific code from the second application program running on the second device, authenticating, by the at least one server, the second device via the second application program.

2 . The method of claim 1 , further comprising:

upon authenticating the second device via the second application program:

engaging, by the at least one server, in electronic communication with the second device for continuing the electronic session simultaneously with the first device, and

communicating, to the second device, information relating to the at least one item.

3 . The method of claim 1 , further comprising:

causing, by the at least one server, display, via a display of the first device, of an estimated call waiting time for the user to speak with a representative of the entity offering the at least one item,

the estimated call waiting time based on at least one of

a number of callers ahead of the user in a caller queue,

an average duration of a second call for exchanging information relating to the at least one item, or

a total number of representatives having skills to assist the user with questions related to the at least one item.

4 . The method of claim 1 , further comprising:

in response to the user expressing an intent to receive, from the at least one server, information relating to the at least one item at the first device:

receiving, by the at least one server, information relating to user interaction with a graphical user interface of the first application program running on the first device associated with the user, the graphical user interface providing data pertaining to the at least one item and including one or more embedded triggers that detect the user interaction,

wherein the one or more embedded triggers include at least one of: a help menu, a contact menu, or a call initiation button included inside the first application program.

5 . The method of claim 1 , further comprising:

receiving, by the at least one server, a second notification associated with the user contacting the entity offering the at least one item; and

receiving, by the at least one server from the first application program, information relating to an interaction of the user with the first application program to determine the at least one item.

6 . The method of claim 1 , further comprising:

sending, by the at least one server to the second application program, information relating to the at least one item.

7 . The method of claim 6 , wherein the information relating to the at least one item includes at least one of: regulatory information or legal information.

8 . A system comprising:

one or more processors; and

one or more memories storing instructions that, when executed by the one or more processors, cause the system to perform a process comprising:

wherein the first device displays compliance information for the user to act on prior to starting the electronic session regarding the at least one item;

sending, to the first application program, a session-specific code corresponding to the electronic session;

9 . The system of claim 8 , wherein the process further comprises:

upon authenticating the second device via the second application program:

engaging, by the at least one server, in electronic communication with the second device for continuing the electronic session simultaneously with the first device, and

communicating, to the second device, information relating to the at least one item.

10 . The system of claim 8 , wherein the process further comprises:

the estimated call waiting time based on at least one of

a number of callers ahead of the user in a caller queue,

an average duration of a second call for exchanging information relating to the at least one item, or

a total number of representatives having skills to assist the user with questions related to the at least one item.

11 . The system of claim 8 , wherein the process further comprises:

in response to the user expressing an intent to receive, from the at least one server, information relating to the at least one item at the first device:

wherein the one or more embedded triggers include at least one of: a help menu, a contact menu, or a call initiation button included inside the first application program.

12 . The system of claim 8 , wherein the process further comprises:

receiving, by the at least one server, a second notification associated with the user contacting the entity offering the at least one item; and

receiving, by the at least one server from the first application program, information relating to an interaction of the user with the first application program to determine the at least one item.

13 . The system of claim 8 , wherein the process further comprises:

sending, by the at least one server to the second application program, information relating to the at least one item.

14 . The system of claim 13 , wherein the information relating to the at least one item includes at least one of: regulatory information or legal information.

15 . A non-transitory computer-readable medium storing instructions that, when executed by a computing system, cause the computing system to perform operations comprising:

wherein the first device displays compliance information for the user to act on prior to starting the electronic session regarding the at least one item;

sending, to the first application program, a session-specific code corresponding to the electronic session;

16 . The non-transitory computer-readable medium of claim 15 , wherein the operations further comprise:

upon authenticating the second device via the second application program:

engaging, by the at least one server, in electronic communication with the second device for continuing the electronic session simultaneously with the first device, and

communicating, to the second device, information relating to the at least one item.

17 . The non-transitory computer-readable medium of claim 15 , wherein the operations further comprise:

the estimated call waiting time based on at least one of

a number of callers ahead of the user in a caller queue,

an average duration of a second call for exchanging information relating to the at least one item, or

a total number of representatives having skills to assist the user with questions related to the at least one item.

18 . The non-transitory computer-readable medium of claim 15 , wherein the operations further comprise:

in response to the user expressing an intent to receive, from the at least one server, information relating to the at least one item at the first device:

wherein the one or more embedded triggers include at least one of: a help menu, a contact menu, or a call initiation button included inside the first application program.

19 . The non-transitory computer-readable medium of claim 15 , wherein the operations further comprise:

receiving, by the at least one server, a second notification associated with the user contacting the entity offering the at least one item; and

receiving, by the at least one server from the first application program, information relating to an interaction of the user with the first application program to determine the at least one item.

20 . The non-transitory computer-readable medium of claim 15 , wherein the operations further comprise:

sending, by the at least one server to the second application program, information relating to the at least one item, wherein the information relating to the at least one item includes at least one of: regulatory information or legal information.