ALEXANDRIA, Va., Sept. 8 -- United States Patent no. 12,731,157, issued on Sept. 8, was assigned to United Services Automobile Association (USAA) (San Antonio).
"Virtual coaching assistant" was invented by Michael P. Gout (San Antonio) and Fredrick W. Rodgers (Frisco, Texas).
According to the abstract* released by the U.S. Patent & Trademark Office: "A virtual coaching assistant may train one or more machine learning models to determine an output that is likely to result in an optimal outcome for a customer service agent based on a customer service scenario. The virtual coaching assistant may apply the trained models to data sets indicating customer service scenarios. The virtual coaching assistant may determine to import one or more of t...