System and method for proactive customer engagement experiences
US11989736B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 31, 2022 |
| Grant date | May 21, 2024 |
| Priority date | — |
| Expiry date | May 31, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q40/08
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method and system of providing customer-specific information and guidance to insurance policyholders during claims processing. The information is created based on outputs from a claims complexity model, customer segmentation model, and claims service level objective (SLO) model. The resulting information is tailored to the individual policyholder and their claim, and includes a summary of their claim activity, guidance regarding their next steps, and predicted wait times for each stage in their claim's processing. In some embodiments, the information is presented as messaging delivered over the policyholder's preferred communication channel(s) that can differ based on which stage of the claims process the claim is in.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.