US Patent Issued to State Farm Mutual Automobile Insurance on Sept. 1 for "Contact center deflection system" (Illinois, Georgia Inventors)

ALEXANDRIA, Va., Sept. 1 -- United States Patent no. 12,726,571, issued on Sept. 1, was assigned to State Farm Mutual Automobile Insurance Co. (Bloomington, Ill.).

"Contact center deflection system" was invented by Amit Kumar Gupta (Normal, Ill.) and Bhanu Cattamanchi (Suwanee, Ga.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A deflection bot, such as a chatbot, may resolve contacts with a contact center automatically if a knowledge base includes information relevant to the contacts, and thereby deflect the contacts away from being handled by representatives of the contact center. If the deflection bot is unable to resolve contacts associated with a topic based on information in the knowledge base, the non...