US Patent Issued to State Farm Mutual Automobile Insurance on Dec. 23 for "Techniques for automated contact flow simulation using contact trace records" (Illinois Inventor)

ALEXANDRIA, Va., Dec. 23 -- United States Patent no. 12,506,835, issued on Dec. 23, was assigned to State Farm Mutual Automobile Insurance Co. (Bloomington, Ill.).

"Techniques for automated contact flow simulation using contact trace records" was invented by Dan Enomoto (Normal, Ill.).

According to the abstract* released by the U.S. Patent & Trademark Office: "Techniques for simulating the logical flow of a contact center system without requiring user-provided contact instantiation are described herein. In some embodiments, a contact center simulation system is configured to map a contact flow of the contact center system to fields of a database and/or a contact trace record associated with a past contact instance. Based on this mapping d...