Granted Patent B1

US 12,675,208 · App. 18/465,969 · Granted Jul 7, 2026

Inventors: William Daniel Farmer (Carrollton, TX); Andre Rene Buentello (San Antonio, TX); Jose L. Romero, Jr. (San Antonio, TX); Priyadarshini Badugu (Frisco, TX)

G06F3/0484H04L67/306

Abstract

Claims (56)

1 . A method comprising:

identifying a topic of conversation based on input from a user device;

in response to identifying the topic of conversation, opening at least one split-screen graphical user interface (GUI) on a customer service representative (CSR) device;

receiving a chat-based communication between the CSR device and the user device associated with a user;

determining a portion of content in a user profile associated with a pre-determined time period;

determining a relationship between one or more words or phrases in the chat-based communication and the portion of content in the user profile; and

displaying the relationship by matching a first visual indicator for the one or more words or phrases in a first screen of the at least one split-screen GUI on the CSR device with a second visual indicator for the portion of content in the user profile in a second screen of the at least one split-screen GUI,

wherein the at least one split-screen GUI allows for simultaneous viewing of the one or more words or phrases in the first screen and the portion of content in the user profile in the second screen.

2 . The method of claim 1 , wherein matching the first visual indicator of the one or more words or phrases in the at least one split-screen GUI with the second visual indicator for the portion of content in the user profile in the at least one split-screen GUI, further comprises:

changing a color of or a highlighting of the one or more words or phrases in the at least one split-screen GUI to match the color of or the highlighting of the portion of content in the user profile in the at least one split-screen GUI.

3 . The method of claim 1 , further comprising:

determining the relationship in real-time or near real-time as the one or more words or phrases are received in the chat-based communication.

4 . The method of claim 1 , further comprising:

determining the relationship in real-time or near real-time by performing a search in the user profile using the one or more words or phrases for related content to the one or more words or phrases.

5 . The method of claim 1 , further comprising:

receiving information that includes an account identifier associated with one or more accounts of the user.

6 . The method of claim 1 , wherein the user profile includes information associated with one or more events of the user within the pre-determined period of the chat-based communication.

7 . The method of claim 1 , wherein the first visual indicator is the same as the second visual indicator.

8 . The method of claim 1 , further comprising:

modifying the first visual indicator of the one or more words or phrases in the at least one split-screen GUI and the second visual indicator for the portion of content in the user profile in the at least one split-screen GUI.

9 . 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:

identifying a topic of conversation based on input from a user device;

in response to identifying the topic of conversation, opening at least one split-screen graphical user interface (GUI) on a customer service representative (CSR) device;

receiving a chat-based communication between the CSR device and the user device associated with a user;

determining a portion of content in a user profile associated with a pre-determined time period;

determining a relationship between one or more words or phrases in the chat-based communication and the portion of content in the user profile;

and

displaying the relationship by matching a first visual indicator for the one or more words or phrases in a first screen of the at least one split-screen GUI on the CSR device with a second visual indicator for the portion of content in the user profile in a second screen of the at least one split-screen GUI,

wherein the at least one split-screen GUI allows for simultaneous viewing of the one or more words or phrases in the first screen and the portion of content in the user profile in the second screen.

10 . The system according to claim 9 , wherein matching the first visual indicator of the one or more words or phrases in the at least one split-screen GUI with the second visual indicator for the portion of content in the user profile in the at least one split-screen GUI, further comprises:

changing a color of or a highlighting of the one or more words or phrases in the at least one split-screen GUI to match the color of or the highlighting of the portion of content in the user profile in the at least one split-screen GUI.

11 . The system according to claim 9 , wherein the process further comprises:

determining the relationship in real-time or near real-time as the one or more words or phrases are received in the chat-based communication.

12 . The system according to claim 9 , wherein the process further comprises:

determining the relationship in real-time or near real-time by performing a search in the user profile using the one or more words or phrases for related content to the one or more words or phrases.

13 . The system according to claim 9 , wherein the process further comprises:

receiving information that includes an account identifier associated with one or more accounts of the user.

14 . The system according to claim 9 , wherein the user profile includes information associated with one or more events of the user within the pre-determined period of the chat-based communication.

15 . The system according to claim 9 , wherein the first visual indicator is the same as the second visual indicator.

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

identifying a topic of conversation based on input from a user device;

in response to identifying the topic of conversation, opening at least one split-screen graphical user interface (GUI) on a customer service representative (CSR) device;

receiving a chat-based communication between the CSR device and the user device associated with a user;

determining a portion of content in a user profile associated with a pre-determined time period;

determining a relationship between one or more words or phrases in the chat-based communication and the portion of content in the user profile;

and

displaying the relationship by matching a first visual indicator for the one or more words or phrases in a first screen of the at least one split-screen GUI on the CSR device with a second visual indicator for the portion of content in the user profile in a second screen of the at least one split-screen GUI,

wherein the at least one split-screen GUI allows for simultaneous viewing of the one or more words or phrases in the first screen and the portion of content in the user profile in the second screen.

17 . The non-transitory computer-readable medium of claim 16 ,

wherein matching the first visual indicator of the one or more words or phrases in the at least one split-screen GUI with the second visual indicator for the portion of content in the user profile in the at least one split-screen GUI, further comprises:

changing a color of or a highlighting of the one or more words or phrases in the at least one split-screen GUI to match the color of or the highlighting of the portion of content in the user profile in the at least one split-screen GUI.

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

determining the relationship in real-time or near real-time as the one or more words or phrases are received in the chat-based communication.

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

determining the relationship in real-time or near real-time by performing a search in the user profile using the one or more words or phrases for related content to the one or more words or phrases.

20 . The non-transitory computer-readable medium of claim 16 , wherein the user profile includes information associated with one or more events of the user within the pre-determined period of the chat-based communication, and wherein the first visual indicator is the same as the second visual indicator.

Assignments (2)

Continuity (2)

References Cited (55)