Granted Patent B2

US 11,061,638 · App. 16/573,513 · Granted Jul 13, 2021

Inventor: Brian Andrew Lam (Toronto, CA)

Assignee: The Toronto-Dominion Bank

G06F3/1423G06F3/04842G06F3/167G06F16/904H04L67/14

Abstract

Claims (54)

1. A system comprising:

a memory storing instructions;

at least one hardware processor interoperably coupled with the memory, wherein the instructions instruct the at least one hardware processor to:

establish, by a computing device operated by an entity, a user session with a first user device operated by a customer of the entity, wherein the first user device provides a first interface through which the customer participates in the user session, and wherein the computing device is configured to provide the first user device with information during the user session;

analyze first information to be provided to the customer to determine a complexity level of the first information;

determine that the complexity level of the first information is greater than a threshold complexity level associated with the first interface;

in response, determine to change the first interface to a new interface;

determine, based on contextual data, at least one available interface for the user;

select, from the at least one available interface, a subset of interfaces that are associated with a respective threshold complexity level greater than the complexity level of the first information;

provide, by the computer device, a list of the subset of interfaces to the first user device;

receive, from the first user device, a selection of an interface of the subset, wherein the selected interface is the new interface, wherein the new interface is provided by at least a second user device; and

implement the new interface to facilitate for the customer to participate in the user session.

2. The system of claim 1 , wherein the instructions further instruct the at least one hardware processor to:

provide the first information to the user via the new interface.

3. The system of claim 1 , wherein the new interface is further provided by the first user device.

4. The system of claim 3 , wherein the first interface includes an audio interface provided by the first user device, wherein the new interface includes a hybrid audio-visual interface, and wherein a visual portion of the hybrid audio-visual interface is provided by the second user device.

5. The system of claim 1 , wherein establishing, by the computing device, the user session with the first user device comprises:

receiving, from the first user device, a request to establish the user session with the first user device.

6. The system of claim 1 , wherein establishing, by the computing device, the user session with the first user device comprises:

determining, by the computing device and based on at least on one of event triggers or contextual data, to establish the user session with the first user device.

7. A non-transitory, computer-readable medium storing computer-readable instructions executable by a computer and configured to instruct the computer to:

establish, by a computing device operated by an entity, a user session with a first user device operated by a customer of the entity, wherein the first user device provides a first interface through which the customer participates in the user session, and wherein the computing device is configured to provide the first user device with information during the user session;

analyze first information to be provided to the customer to determine a complexity level of the first information;

determine that the complexity level of the first information is greater than a threshold complexity level associated with the first interface;

in response, determine to change the first interface to a new interface;

determine, based on contextual data, at least one available interface for the user;

select, from the at least one available interface, a subset of interfaces that are associated with a respective threshold complexity level greater than the complexity level of the first information;

provide, by the computing device, a list of the subset of interfaces to the first user device;

receive, from the first user device, a selection of an interface of the subset, wherein the selected interface is the new interface, wherein the new interface is provided by at least a second user device; and

implement the new interface to facilitate for the customer to participate in the user session.

8. The computer-readable medium of claim 7 , the instructions are further configured to instruct the computer to:

provide the first information to the user via the new interface.

9. The computer-readable medium of claim 7 , wherein the new interface is further provided by the first user device.

10. The computer-readable medium of claim 9 , wherein the first interface includes an audio interface provided by the first user device, wherein the new interface includes a hybrid audio-visual interface, and wherein a visual portion of the hybrid audio-visual interface is provided by the second user device.

11. The computer-readable medium of claim 7 , wherein establishing, by the computing device, the user session with the first user device comprises:

receiving, from the first user device, a request to establish the user session with the first user device.

12. The computer-readable medium of claim 7 , wherein establishing, by the computing device, the user session with the first user device comprises:

determining, by the computing device and based on at least on one of event triggers or contextual data, to establish the user session with the first user device.

13. A computerized method performed by one or more processors, the method comprising:

establishing, by a computing device operated by an entity, a user session with a first user device operated by a customer of the entity, wherein the first user device provides a first interface through which the customer participates in the user session, and wherein the computing device is configured to provide the first user device with information during the user session;

analyzing first information to be provided to the customer to determine a complexity level of the first information;

determining that the complexity level of the first information is greater than a threshold complexity level associated with the first interface;

in response, determining to change the first interface to a new interface;

determining, based on contextual data, at least one available interface for the user;

selecting, from the at least one available interface, a subset of interfaces that are associated with a respective threshold complexity level greater than the complexity level of the first information;

provide, by the computing device, a list of the subset of interfaces to the first user device;

receive, from the first user device, a selection of an interface of the subset, wherein the selected interface is the new interface, wherein the new interface is provided by at least a second user device; and

implementing the new interface to facilitate for the customer to participate in the user session.

14. The method of claim 13 , further comprising:

providing the first information to the user via the new interface.

15. The method of claim 13 , wherein the new interface is further provided by the first user device.

16. The method of claim 15 , wherein the first interface includes an audio interface provided by the first user device, wherein the new interface includes a hybrid audio-visual interface, and wherein a visual portion of the hybrid audio-visual interface is provided by the second user device.

17. The method of claim 13 , wherein establishing, by the computing device, the user session with the first user device comprises:

receiving, from the first user device, a request to establish the user session with the first user device.

Assignments (1)

Continuity (1)

Cited By (27)

US 12,316,715 US 12,399,687 US 12,499,241 US 12,517,812 US 12,536,264 US 12,541,544 US 12,541,894 US 12,566,541 US 12,585,435 US 12,591,559 US 12,592,301 US 12,625,680 US 12,641,178 US 12,645,429 US 12,645,689 US 12,645,838 US 12,646,051 US 12,650,836 US 12,657,566 US 12,670,334 US 12,670,640 US 12,688,620 US 12,693,842 US 12,699,556 US 12,705,398 US 12,711,683 US 12,725,152