FACILITATING SUB-GROUP HOPPING IN CALL SESSIONS FOR ADAPTIVE CONTENT FLOWS

1 . A computing system comprising:

a network communication interface;

one or more processors; and

a memory storing instructions that, when executed by the one or more processors, cause the computing system to:

based on an initial set of claim data for a claim event of a user, generate an initial script and a content flow that includes the initial script for a call representative to utilize in a call session with the user, the content flow comprising a plurality of sub-flow groupings;

based on the user initiating a topic corresponding to a respective sub-flow grouping from the plurality of sub-flow groupings, update the content flow to enable the call representative to hop to the respective sub-flow grouping within the content flow.

2 . The computing system of claim 1 , wherein the plurality of content groupings is arranged in the content flow by category in a claim process.

3 . The computing system of claim 1 , wherein the executed instructions cause the computing system to dynamically update the initial script based on the user initiating the topic.

4 . The computing system of claim 3 , wherein the executed instructions cause the computing system to facilitate the call representative and the user to complete the sub-flow grouping of the content flow based on dynamically updating the initial script and proceeding through individual pages of the sub-flow grouping.

5 . The computing system of claim 1 , wherein the executed instructions cause the computing system to automatically navigate the content flow to the sub-flow grouping based on performing voice recognition on the user and detecting the user voicing a keyword corresponding to the sub-flow grouping.

6 . The computing system of claim 1 , wherein the executed instructions further cause the computing system to:

determine a pause point in the content flow prior to navigating to the respective sub-flow grouping; and

when the user and the call representative have completed the sub-flow grouping, automatically navigate back to the pause point of the content flow.

7 . The computing system of claim 1 , wherein the sub-flow grouping comprises an island grouping that is not required for completing an information gathering process corresponding to the content flow.

8 . A non-transitory computer readable medium storing instructions that, when executed by one or more processors of a computing system, cause the computing system to:

based on an initial set of claim data for a claim event of a user, generate an initial script and a content flow that includes the initial script for a call representative to utilize in a call session with the user, the content flow comprising a plurality of sub-flow groupings;

based on the user initiating a topic corresponding to a respective sub-flow grouping from the plurality of sub-flow groupings, update the content flow to enable the call representative to hop to the respective sub-flow grouping within the content flow.

9 . The non-transitory computer readable medium of claim 8 , wherein the plurality of content groupings is arranged in the content flow by category in a claim process.

10 . The non-transitory computer readable medium of claim 8 , wherein the executed instructions cause the computing system to dynamically update the initial script based on the user initiating the topic.

11 . The non-transitory computer readable medium of claim 10 , wherein the executed instructions cause the computing system to facilitate the call representative and the user to complete the sub-flow grouping of the content flow based on dynamically updating the initial script and proceeding through individual pages of the sub-flow grouping.

12 . The non-transitory computer readable medium of claim 8 , wherein the executed instructions cause the computing system to automatically navigate the content flow to the sub-flow grouping based on performing voice recognition on the user and detecting the user voicing a keyword corresponding to the sub-flow grouping.

13 . The non-transitory computer readable medium of claim 8 , wherein the executed instructions further cause the computing system to:

determine a pause point in the content flow prior to navigating to the respective sub-flow grouping; and

when the user and the call representative have completed the sub-flow grouping, automatically navigate back to the pause point of the content flow.

14 . The non-transitory computer readable medium of claim 8 , wherein the sub-flow grouping comprises an island grouping that is not required for completing an information gathering process corresponding to the content flow.

15 . A computer-implemented method of facilitating content flow group hopping, the method being performed by one or more processors and comprising:

based on an initial set of claim data for a claim event of a user, generating an initial script and a content flow that includes the initial script for a call representative to utilize in a call session with the user, the content flow comprising a plurality of sub-flow groupings;

based on the user initiating a topic corresponding to a respective sub-flow grouping from the plurality of sub-flow groupings, updating the content flow to enable the call representative to hop to the respective sub-flow grouping within the content flow.

16 . The method of claim 15 , wherein the plurality of content groupings is arranged in the content flow by category in a claim process.

17 . The method of claim 15 , wherein the one or more processors dynamically update the initial script based on the user initiating the topic.

18 . The method of claim 17 , wherein the one or more processors facilitate the call representative and the user to complete the sub-flow grouping of the content flow based on dynamically updating the initial script and proceeding through individual pages of the sub-flow grouping.

19 . The method of claim 15 , wherein one or more processors automatically navigate the content flow to the sub-flow grouping based on performing voice recognition on the user and detecting the user voicing a keyword corresponding to the sub-flow grouping.

20 . The method of claim 15 , further comprising:

determining a pause point in the content flow prior to navigating to the respective sub-flow grouping; and

when the user and the call representative have completed the sub-flow grouping, automatically navigating back to the pause point of the content flow.