Virtual collaboration

• US 10,169,824 B2
• Filed: 08/17/2017
• Issued: 01/01/2019
• 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:
  US15/679,946
• Publication Number:
  US 20180350005A1
• Time in Patent Office: 502 Days
• Field of Search: None
• 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:

prioritizing, by a virtual collaboration server, a list of available claims adjusters, wherein the list of available claims adjusters is prioritized according to one or more attributes;

receiving, from a mobile computing device and by the virtual collaboration server, a request to initiate a communication session regarding a damaged property, wherein the mobile computing device comprises a camera, a microphone, and a speaker;

selecting, by the virtual collaboration server and based on the prioritized list of available claims adjusters, a first computing device associated with a first claims adjuster of the prioritized list of available claims adjusters;

transmitting, by the virtual collaboration server and to the first 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, transmitting video and audio bidirectionally between the mobile computing device and the first computing device;

receiving a request to transfer the communication session from the first computing device to a second computing device associated with a second claims adjuster of the prioritized list of available claims adjusters;

selecting, by the virtual collaboration server and based on the one or more attributes, the second claims adjuster;

receiving an indication that the transmitting video and audio bidirectionally between the mobile computing device and the first computing device has ceased;

transmitting video and audio bidirectionally between the mobile computing device and the second computing device;

receiving, by the virtual collaboration server and from the second computing device, an instruction indicating a next course of action based at least in part on the communication session; and

transmitting, to the mobile computing device, a notification indicating the next course of action.

2. The method of claim 1, wherein the request to initiate the communication session comprises a property type, and wherein the one or more attributes comprises the property type.

3. The method of claim 2, wherein the one or more attributes comprises a queue length for a subset of the available claims adjusters assigned to the property type, wherein the queue length indicates an availability of the subset of the available claims adjusters.

4. The method of claim 1, wherein the next course of action comprises:

determining an amount of compensation to provide to an owner of the damaged property.

5. The method of claim 4, wherein a check is automatically created in response to determining the amount of compensation to provide to the owner of the damaged property.

6. The method of claim 1, wherein the one or more attributes comprise statistics concerning an average call length and a number of previous handled calls associated with each adjuster of the list of available claims adjusters.

7. The method of claim 1, wherein the prioritized list of available claims adjusters is prioritized according to a numerical score calculated based on the one or more attributes.

8. The method of claim 1, wherein the video comprises one or more images of the damaged property for evaluation, and further comprising:

storing, by the virtual collaboration server, the one or more images of the damaged property for evaluation.

9. The method of claim 1, wherein the one or more attributes comprise an experience level associated with each adjuster of the list of available claims adjusters.

10. An apparatus, comprising:

one or more processors; and

memory storing instructions that, when executed by the one or more processors, cause the apparatus to;

receive, from a mobile computing device and by a virtual collaboration server, a request to initiate a communication session regarding a damaged property with a first computing device associated with a first claims adjuster of a plurality of claims adjusters, wherein the mobile computing device comprises a camera, a microphone, and a speaker;

select, by the virtual collaboration server and based on a prioritization list associated with the plurality of claims adjusters, the first computing device;

transmit, by the virtual collaboration server and to the first 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 first computing device;

receive a request to transfer the communication session from the first computing device to a second computing device associated with a second claims adjuster of the plurality of claims adjusters;

select, by the virtual collaboration server and based on the prioritization list, the second claims adjuster;

receive an indication that the transmitting video and audio bidirectionally between the mobile computing device and the first computing device has ceased;

transmit video and audio bidirectionally between the mobile computing device and the second computing device; and

receive, by the virtual collaboration server, an instruction indicating a next course of action based at least in part on the communication session.

11. The apparatus of claim 10, wherein the instructions, when executed by the one or more processors, cause the apparatus to transmit, to the mobile computing device, a notification indicating the next course of action.

12. The apparatus of claim 10, wherein the selecting the first computing device is further based on a queue length for a subset of the plurality of claims adjusters assigned to a property type, wherein the queue length indicates an availability of the subset of the plurality of claims adjusters.

13. The apparatus of claim 10, wherein the next course of action comprises:

determining an amount of compensation to provide to an owner of the damaged property.

14. The apparatus of claim 13, wherein a check is automatically created in response to determining the amount of compensation to provide to the owner of the damaged property.

15. The apparatus of claim 10, wherein the selecting the first computing device is further based on statistics concerning an average call length and a number of previous calls associated with each adjuster of the plurality of claims adjusters.

16. The apparatus of claim 10, wherein the selecting the first computing device is further based on prioritizing the plurality of claims adjusters according to a numerical score.

17. The apparatus of claim 10, wherein the video comprises one or more images of the damaged property for evaluation, and wherein the instructions, when executed by the one or more processors, cause the apparatus to:

store the one or more images of the damaged property for evaluation.

18. The apparatus of claim 10, wherein the selecting the first computing device is further based on an experience level associated with each adjuster of the plurality of claims adjusters.

19. A method, comprising:

prioritizing, by a virtual collaboration server, a list of available claims adjusters, wherein the list of available claims adjusters is prioritized according to one or more attributes;

receiving, from a mobile computing device and by the virtual collaboration server, a request to initiate a communication session regarding a damaged property, wherein the mobile computing device comprises a camera, a microphone, and a speaker;

selecting, by the virtual collaboration server and based on the prioritized list of available claims adjusters, a first computing device associated with a first claims adjuster of the prioritized list of available claims adjusters;

transmitting, by the virtual collaboration server and to the first 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, transmitting video and audio bidirectionally between the mobile computing device and the first computing device wherein the video comprises one or more images of damaged property for evaluation;

storing the one or more images of damaged property for evaluation;

receiving a request to transfer the communication session from the first computing device to a second computing device associated with a second claims adjuster of the prioritized list of available claims adjusters;

selecting, by the virtual collaboration server and based on the one or more attributes, the second claims adjuster;

receiving an indication that the transmitting has ceased;

transmitting video and audio bidirectionally between the mobile computing device and the second computing device;

receiving, by the virtual collaboration server, an instruction indicating a next course of action based at least in part on the one or more images of damaged property for evaluation; and

transmitting, to the mobile computing device, a notification indicating the next course of action.

20. The method of claim 19, wherein the one or more attributes comprise at least one of:

a queue length for a subset of the list of available claims adjusters assigned to a property type associated with the request,

statistics concerning previous calls associated with the subset, and

an experience level for the subset.