Virtual collaboration

• US 10,657,599 B2
• Filed: 10/14/2016
• Issued: 05/19/2020
• Est. Priority Date: 10/14/2016
• Status: Active Grant

• Current Assignee: Allstate Insurance Company (Allstate Corporation)
• Original Assignee: Allstate Insurance Company (Allstate Corporation)
• Inventors: Beavers, Sean, Gutsell, Christopher Paul, Lewis, Cheryl, Striebich, Margaret K., Kelsh, John P.
• Primary Examiner(s): Baird, Edward J
• Application Number:
  US15/294,147
• Publication Number:
  US 20180108091A1
• Time in Patent Office: 1,313 Days
• Field of Search: 705 4, 705 35- 40
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

A method, medium, and apparatus for allowing evaluation of property, such as damaged property, remotely and efficiently. A mobile computing device at the location of the property may be used to transmit video of the property to an adjuster, and to receive video and audio communications from the adjuster. The adjuster may be selected from a queue based on time waiting in the queue and/or a number of other statistics and attributes of the adjuster. The adjuster may converse with an owner of the property and capture video of the property in order to make an appraisal or determine the infeasibility of remote appraisal and the need to instruct another adjuster to perform a physical inspection.

Claims

1. A method, comprising:

determining, by a virtual collaboration server, a queue position of a first claims adjuster in a first queue, the queue position being based on a first amount of time the first claims adjuster has been waiting in the first queue, wherein the first queue is associated with a first property type;

determining, by the virtual collaboration server, a queue position of a second claims adjuster in a second queue, the queue position of the second claims adjuster being based on a second amount of time the second claims adjuster has been waiting in the second queue, wherein the second queue is associated with a second property type;

receiving, from a mobile computing device comprising a camera, a microphone, and a speaker, and by the virtual collaboration server, a request to initiate a communication session, wherein the request is associated with a second property type;

modifying, by the virtual collaboration and based on determining that the second amount of time is below a threshold, the queue position of the first claims adjuster in the first queue to a modified queue position in the second queue;

selecting, by the virtual collaboration server based on the modified queue position, a computing device associated with the first claims adjuster;

transmitting, by the virtual collaboration server and to the computing device of the first claims adjuster, the request to initiate the communication session;

responsive to receiving an indication that the first claims adjuster has accepted the request to initiate the communication session, transmitting video and audio bidirectionally between the mobile computing device and the computing device of the first claims adjuster, wherein the video comprises video of damaged property for evaluation;

based at least in part on the transmitted video and audio, determining an amount of compensation to provide to an owner of the damaged property; and

transferring the determined amount of compensation for the damaged property displayed within the video to the owner of the damaged property.

2. The method of claim 1, wherein the second property type comprises an automotive claim type.

3. The method of claim 1, wherein the first claims adjuster associated with the selected computing device is a claims adjuster assigned the second property type who has been in the second queue longer than any other claims adjuster in the second queue.

4. The method of claim 1, further comprising:

prior to transferring compensation, transmitting, to a computing device of another claims adjuster in a location remote from the first claims adjuster, instructions to physically inspect the damaged property.

5. The method of claim 1, wherein the computing device associated with the first claims adjuster is additionally selected based at least in part on one or more statistics concerning previous calls of the first claims adjuster.

6. The method of claim 1, wherein the computing device associated with the first claims adjuster is additionally selected based at least in part on an experience level of the first claims adjuster.

7. The method of claim 1, wherein the computing device associated with the first claims adjuster is additionally selected based at least in part on comparison of a numerical score for the first claims adjuster with that of other claims adjusters in the second queue.

8. The method of claim 1, further comprising:

subsequent to transmitting video and audio bidirectionally between the mobile computing device and the computing device of the first claims adjuster, terminating transmission, selecting a computing device associated with the second claims adjuster, and transmitting video and audio bidirectionally between the mobile computing device and the computing device associated with the second claims adjuster.

9. A system, comprising:

a first computing device; and

a second computing device comprising a microphone and a camera and associated with a first claims adjuster,

wherein the first computing device has memory containing instructions that, when executed by a processor, cause the first computing device to;

determine a queue position of the first claims adjuster in a first queue, the queue position being based on a first amount of time the first claims adjuster has been waiting in the first queue, wherein the first queue is associated with a first property type;

determine a queue position of a second claims adjuster in a second queue, the queue position of the second claims adjuster being based on a second amount of time the second claims adjuster has been waiting in the second queue, wherein the second queue is associated with a second property type;

receive, from a mobile computing device comprising a camera, a microphone, and a speaker, a request to initiate a communication session wherein the request is associated with a second property type;

modify, based on determining that the second amount of time is below a threshold, the queue position of the first claims adjuster in the first queue to a modified queue position in the second queue;

select, based on the modified queue position, the second computing device;

transmit, to the second computing device, the request to initiate the communication session;

responsive to receiving an indication that the first claims adjuster has accepted the request to initiate the communication session, transmit video and audio bidirectionally between the mobile computing device and the second computing device, wherein the video comprises video of damaged property for evaluation; and

based at least in part on the transmitted video and audio, determine an amount of compensation to provide to an owner of the damaged property; and

transfer the determined amount of compensation for the damaged property displayed within the video to the owner of the damaged property.

10. The system of claim 9, wherein the second property type comprises an automotive claim type.

11. The system of claim 9, wherein the first claims adjuster associated with the selected second computing device is a claims adjuster assigned the second property type who has been in the second queue longer than any other claims adjuster in the second queue.

12. The system of claim 9, wherein the instructions further comprise:

prior to transferring compensation, transmitting, to another claims adjuster in a location remote from the first claims adjuster, instructions to physically inspect the damaged property.

13. The system of claim 9, wherein the computing device associated with the first claims adjuster is additionally selected based at least in part on one or more statistics concerning previous calls of the first claims adjuster.

14. The system of claim 9, wherein the computing device associated with the first claims adjuster is additionally selected based at least in part on an experience level of the first claims adjuster.

15. The system of claim 9, wherein the computing device associated with the first claims adjuster is additionally selected based at least in part on comparison of a numerical score for the first claims adjuster with that of other claims adjusters in the second queue.

16. The system of claim 9, wherein the instructions further comprise:

subsequent to transmitting video and audio bidirectionally between the mobile computing device and the computing device associated with the first claims adjuster, terminate transmission, select a computing device associated with a second claims adjuster, and cause transmission of video and audio bidirectionally between the mobile computing device and the computing device associated with the second claims adjuster.

17. The system of claim 9, wherein the instructions further comprise:

receiving a command to edit one or more attributes of the first claims adjuster; and

updating the one or more attributes of the first claims adjuster.

18. One or more non-transitory computer-readable media containing instructions that, when executed by a computing device, cause the computing device to:

determine, a queue position of a first claims adjuster in a first queue, the queue position being based on a first amount of time the first claims adjuster has been waiting in the first queue, wherein the first queue is associated with a first property type

determine a queue position of a second claims adjuster in a second queue, the queue position of the second claims adjuster being based on a second amount of time the second claims adjuster has been waiting in the second queue, wherein the second queue is associated with a second property type;

receive, from a mobile computing device comprising a camera, a microphone, and a speaker, a request to initiate a communication session wherein the request is associated with a second property type;

modify, based on determining that the second amount of time is below a threshold, the queue position of the first claims adjuster in the first queue to a modified queue position in the second queue;

select, based on the modified queue position, a second computing device associated with the first claims adjuster;

transmit, to the second computing device, the request to initiate the communication session;

responsive to receiving an indication that the first claims adjuster has accepted the request to initiate the communication session, transmit video and audio bidirectionally between the mobile computing device and the second computing device, wherein the video comprises video of damaged property for evaluation; and

based at least in part on the transmitted video and audio, determine an amount of compensation to provide to an owner of the damaged property; and

transfer the determined amount of compensation for the damaged property displayed within the video to the owner of the damaged property.

19. The one or more non-transitory computer-readable media of claim 18, wherein the second computing device is additionally selected based at least in part on one or more statistics concerning previous calls of the first claims adjuster.

20. The one or more non-transitory computer-readable media of claim 18, wherein the instructions, when executed by the computing device, further cause the computing device to:

subsequent to transmitting video and audio bidirectionally between the mobile computing device and the second computing device, terminating transmission, selecting a third computing device associated with a second claims adjuster, and transmitting video and audio bidirectionally between the mobile computing device and the third computing device.