AGENT DISPATCH SYSTEM

• US 20170270613A1
• Filed: 10/04/2016
• Published: 09/21/2017
• Est. Priority Date: 03/15/2016
• Status: Abandoned Application

• Current Assignee: Technology Enhanced Claims Handling, Inc.
• Original Assignee: Technology Enhanced Claims Handling, Inc.
• Inventors: Scott, Jeffrey B., Fox, Andrew S.
• Application Number:
  US15/285,069
• Publication Number:
  US 20170270613A1
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

A system, method and program product for dispatching agents. A system is provided that includes: a data processing engine for inputting a claim and creating an opportunity; an agent system interface that provides a communication link and maintains information for a network of agents; a matching system that identifies a set of agents from the network of agents to handle an aspect of the claim; a selection system that broadcasts the opportunity to the set of agents, analyzes responses from the set of agents, and assigns the claim to a selected agent; and a tracking system that monitors performance of the selected agent, and collects feedback regarding the selected agent.

Claims

1. An agent dispatch system, comprising:

a data processing engine that inputs loss information, interfaces with third party data sources to obtain policy details, and creates at least one of an adjuster assignment opportunity or an emergency service provider (ESP) claim assignment opportunity;

an agent system interface that provides a communication link and maintains information for a network of agents;

a matching system that identifies a set of matching agents from the network of agents;

a selection system that broadcasts an opportunity comprising at least one of the adjuster assignment opportunity and ESP claim assignment opportunity to the set of matching agents, processes responses from the set of matching agents, and assigns the opportunity to a selected agent; and

an agent performance system that tracks and monitors performance of the selected agent, and collects feedback regarding the selected agent.

2. The agent dispatch system of claim 1, wherein the data processing engine includes an application programming interface (API) that integrates with third party insurance claim management systems.

3. The agent dispatch system of claim 1, wherein the opportunity is broadcast over a network that utilizes at least one of:

a text message, an email, or a mobile application.

4. The agent dispatch system of claim 1, wherein the network of agents comprise software agents.

5. The agent dispatch system of claim 1, wherein the matching system includes an algorithm that ranks the set of agents based on proximity to a location of a type of loss associated with the opportunity.

6. The agent dispatch system of claim 5, wherein the algorithm further ranks the set of agents based on at least one of:

cost, experience, prior feedback, or expertise.

7. The agent dispatch system of claim 1, wherein the opportunity includes an associated priority level.

8. The agent dispatch system of claim 1, wherein the data processing engine includes an application programming interface (API) that interfaces with a third party claims assignment management system.

9. A computer program product stored on a computer readable storage medium, which when executed by a computing system, provides agent dispatching, comprising:

program code for receiving loss information and creating an opportunity including at least one of an adjuster assignment opportunity or an emergency service provider (ESP) claims assignment opportunity;

program code that provides a communication link and maintains information for a network of agents;

program code that identifies a set of matching agents from the network of agents to handle the opportunity;

program code that broadcasts the opportunity to the set of matching agents, analyzes responses from the set of matching agents, and assigns the opportunity to a selected agent; and

program code that monitors performance of the selected agent.

10. The computer program product of claim 9, further comprising an application programming interface (API) that integrates with third party claim management systems.

11. The computer program product of claim 9, wherein the opportunity is broadcast over a network that utilizes at least one of:

a text message, an email, or a mobile application.

12. The computer program product of claim 9, wherein the network of agents comprise software agents.

13. The computer program product of claim 9, further comprising an algorithm that ranks the set of agents based on proximity to a site of a loss associated with a claim.

14. The computer program product of claim 13, wherein the algorithm further ranks the set of agents based on at least one of:

cost, experience, prior feedback, or expertise.

15. The computer program product of claim 9, wherein the opportunity includes an associated priority level.

16. The computer program product of claim 9, further comprising an application programming interface (API) that integrates with a third party claims assignment management system.

17. A computerized method that provides insurance opportunity dispatching, comprising:

inputting an electronic form that details information about a loss;

interfacing with a third party data source to obtain policy details associated with the loss;

creating an opportunity that includes at least one of an adjuster assignment opportunity or an emergency service provider (ESP) claims assignment opportunity;

identifying a set of matching agents from a network of agents to handle the opportunity;

broadcasting the opportunity to the set of matching agents, analyzing responses from the set of matching agents, and assigning the opportunity to a selected agent; and

monitoring performance of the selected agent.

18. The computerized method of claim 17, further comprising providing an application programming interface (API) that integrates with the third party data source, wherein the third party data source includes a claims management system.

19. The computerized method of claim 17, wherein the opportunity is broadcast over a network that utilizes at least one of:

a text message, an email, or a mobile application.

20. The computerized method of claim 17, wherein the network of agents comprise software agents.

21. The computerized method of claim 17, further comprising using an algorithm to rank the set of matching agents based on proximity to a site of a loss associated with a claim.

22. The computerized method of claim 21, wherein the algorithm further ranks the set of matching agents based on at least one of:

cost, experience, prior feedback, or expertise.

23. The computerized method of claim 17, further comprising providing an application programming interface (API) that integrates with a third party claim assignment management system.