“I had the pleasure of working with Eric on several major initiatives during my time at Nuance. Eric, as our USAA Executive, owned the relationship with Nuance and guided the joint team to ensure our success and ultimately our commitment to the USAA Membership. Eric is an exceptional partner and a driven leader that holds himself and his team to the highest of standards. Eric’s uncompromising character was evident as we came across challenges; he kept faith in our partnership, had the business acumen and technical ability to help solution; and we were able to resolve every issue together. He is very fair minded, held both Nuance and his own teams accountable and celebrated our joint success as we delivered on our commitments to each other. USAA is a fortunate company to have Eric in their employ and I hope to work with Eric and his team again in the future.”
About
Activity
-
I am proud to announce that I have completed another Generative AI course, Generative AI: Prompt Engineering Basics, on Coursera as part of earning a…
I am proud to announce that I have completed another Generative AI course, Generative AI: Prompt Engineering Basics, on Coursera as part of earning a…
Liked by Eric Smith
-
Like many others, the passing of Ret. Gen. Josue “Joe” Robles Jr. on July 4th was emotional for me. There were so many take aways and lessons from…
Like many others, the passing of Ret. Gen. Josue “Joe” Robles Jr. on July 4th was emotional for me. There were so many take aways and lessons from…
Liked by Eric Smith
-
Earlier this week, I participated in an engaging discussion with Rod Hochman, M.D. and Lisa Gurry at the Truveta Symposium on how real-world data…
Earlier this week, I participated in an engaging discussion with Rod Hochman, M.D. and Lisa Gurry at the Truveta Symposium on how real-world data…
Liked by Eric Smith
Experience & Education
-
Memorial Hermann Health System
View Eric’s full experience
See their title, tenure and more.
or
Volunteer Experience
-
Mentor for Robotics Program
FIRST
- 2 years 5 months
Science and Technology
Providing adult mentoring to the FIRST program and the student team.
-
Veteran Career Mentor
American Corporate Partners (ACP)
- Present 10 years 7 months
Social Services
Provide ongoing mentorship and advice for veterans transitioning back into the civilian work environment.
-
High School Band Volunteer
O'Connor High School
- 6 years
Education
Proudly part of a large parent team supporting 420 high school students in coordinating equipment moving and logistics for games and competitions.
-
-
Technology Advisor
San Antonio Food Bank
- 3 years 3 months
Social Services
Providing technology strategy and advising to the San Antonio Food Bank to optimize the experience and efficiency for staff, volunteers, and clients.
Patents
-
Database Allocation and Analytics for Service Call Centers
Issued US 11,750,743
A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the…
A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.
Other inventors -
-
Database Allocation and Analytics for Service Call Centers
Issued US 10,931,827
A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the…
A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.
Other inventors -
-
Dynamic Resource Allocation
Issued US 10,477.024
Methods, systems, and apparatus, including computer programs encoded on computer storage media are used for coordinating callers with customer service representatives. One of the methods includes identifying a number of callers. The method also includes dynamically adjusting a number of customer service representatives based on the number of callers.
-
Rapid Data Access
Issued US 10,477,014
A method includes in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine. The method includes populating the virtual user interface with information about the caller based on the received identification information. The method includes sharing the virtual user interface with an application executing…
A method includes in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine. The method includes populating the virtual user interface with information about the caller based on the received identification information. The method includes sharing the virtual user interface with an application executing on a computer of a customer service representative. The method includes connecting the caller with the customer service representative.
-
Learning Based Metric Determination for Service Sessions
Issued US 10,440,180
Techniques are described for generating metric(s) that predict survey score(s) for a service session. Model(s) may be trained, through supervised or unsupervised machine learning, using training data from previous service sessions between service representative(s) and individual(s). Training data may include, for previous service session(s), a session record (e.g., audio record) of the session and a set of survey scores provided by the serviced individual to rate the session on one or more…
Techniques are described for generating metric(s) that predict survey score(s) for a service session. Model(s) may be trained, through supervised or unsupervised machine learning, using training data from previous service sessions between service representative(s) and individual(s). Training data may include, for previous service session(s), a session record (e.g., audio record) of the session and a set of survey scores provided by the serviced individual to rate the session on one or more criteria (e.g., survey questions). The model(s) may be trained to output, based on an input session record, metric(s) that each correspond to a survey score that would have been provided by the individual had they completed the survey. The model may be a concatenated model that is a combination of a language model output from a language classifier recurrent neural network, and an acoustic model output from an acoustic feature layer convolutional neural network.
-
Device Interrogation Framework
Issued US 10,430,183
A system provides support for a device interrogation framework. The system may include an electronic device and an application server. The electronic device may perform a device interrogation to identify one or more device characteristics, and adaptively disable one or more application functions of a software application according to the device characteristics. For example, the electronic device may send the device characteristics to the application server, and the application server may apply…
A system provides support for a device interrogation framework. The system may include an electronic device and an application server. The electronic device may perform a device interrogation to identify one or more device characteristics, and adaptively disable one or more application functions of a software application according to the device characteristics. For example, the electronic device may send the device characteristics to the application server, and the application server may apply a set of feature support criteria to determine particular application functions to enable or disable on the electronic device. The application server may send a compatibility determination to the electronic device specifying which application functions of the software application to disable.
-
Methods and Systems for Multiple Channel Authentication
Issued US 10,389,874
Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the…
Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.
-
Media Forked Application System in Call Centers
Issued US 10,334,099
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.
-
Application Triggered Media Control
Issued US 10,264,118
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.
-
Edge Injected Speech In Electronic Communications
Issued US 10,084,916
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the…
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
-
Methods and Systems for Multiple Channel Authentication
Issued US 10,033,861
Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the…
Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.
-
Edge Injected Speech in Electronic Communications
Issued US 9,912,811
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the…
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
Other inventors -
-
Application Triggered Media Control in Call Centers
Issued US 9,860,369
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.
-
Methods and Systems for Multiple Channel Authentication
Issued US 9,749,463
Methods and systems for multiple channel authentication are described. In one embodiment, a request for a combined voice and data call is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the combined voice and data call may be routed to a representative based on the…
Methods and systems for multiple channel authentication are described. In one embodiment, a request for a combined voice and data call is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the combined voice and data call may be routed to a representative based on the contextual information to continue the exchange.
-
Edge Injected Speech in Electronic Communications
Issued US 9,648,161
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the…
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
-
Device Interrogation Framework
Issued US 9,626,183
A system provides support for a device interrogation framework. The system may include an electronic device and an application server. The electronic device may perform a device interrogation to identify one or more device characteristics, and adaptively disable one or more application functions of a software application according to the device characteristics. For example, the electronic device may send the device characteristics to the application server, and the application server may apply…
A system provides support for a device interrogation framework. The system may include an electronic device and an application server. The electronic device may perform a device interrogation to identify one or more device characteristics, and adaptively disable one or more application functions of a software application according to the device characteristics. For example, the electronic device may send the device characteristics to the application server, and the application server may apply a set of feature support criteria to determine particular application functions to enable or disable on the electronic device. The application server may send a compatibility determination to the electronic device specifying which application functions of the software application to disable.
-
Application Triggered Media Control in Call Centers
Issued US 9,553,978
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.
Other inventors -
-
METHODS AND SYSTEMS FOR MULTIPLE CHANNEL AUTHENTICATION
Issued US 9,479,491
Methods and systems for multiple channel authentication are described. In one embodiment, a request for a combined voice and data call is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the combined voice and data call may be routed to a representative based on the…
Methods and systems for multiple channel authentication are described. In one embodiment, a request for a combined voice and data call is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the combined voice and data call may be routed to a representative based on the contextual information to continue the exchange.
-
EDGE INJECTED SPEECH IN CALL CENTERS
Issued US 9,172,805
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the…
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
Recommendations received
7 people have recommended Eric
Join now to viewMore activity by Eric
-
Members of the Memorial Hermann Pride Alliance Employee Resource Group represented Memorial Hermann Health System at the Houston Pride Parade this…
Members of the Memorial Hermann Pride Alliance Employee Resource Group represented Memorial Hermann Health System at the Houston Pride Parade this…
Liked by Eric Smith
-
Proud of the Memorial Hermann-TMC/ Children's Memorial Hermann Hospital command center logistics as we rode out Hurricane Beryl! As we move into…
Proud of the Memorial Hermann-TMC/ Children's Memorial Hermann Hospital command center logistics as we rode out Hurricane Beryl! As we move into…
Liked by Eric Smith
-
I’m proud to announce that our Wound Care team at Memorial Hermann Texas Medical Center has once again been accredited with their 3rd distinction by…
I’m proud to announce that our Wound Care team at Memorial Hermann Texas Medical Center has once again been accredited with their 3rd distinction by…
Liked by Eric Smith
-
I’m truly amazed by how our Memorial Hermann - TMC team has stepped up during Hurricane Beryl. From getting ready for the storm, riding it out, and…
I’m truly amazed by how our Memorial Hermann - TMC team has stepped up during Hurricane Beryl. From getting ready for the storm, riding it out, and…
Liked by Eric Smith
-
This week, I was honored to attend three ceremonies recognizing the decades of service of over 450 employees at Memorial Hermann - TMC and Children's…
This week, I was honored to attend three ceremonies recognizing the decades of service of over 450 employees at Memorial Hermann - TMC and Children's…
Liked by Eric Smith
-
Three days after experiencing my first Texas hurricane from the command center at Memorial Hermann – TMC and Children's Memorial Hermann Hospital…
Three days after experiencing my first Texas hurricane from the command center at Memorial Hermann – TMC and Children's Memorial Hermann Hospital…
Liked by Eric Smith
-
✨ HEAL High School Update ✨ Thrilled to see our HEAL High School students grow and thrive this summer! Excited for the journey ahead and counting…
✨ HEAL High School Update ✨ Thrilled to see our HEAL High School students grow and thrive this summer! Excited for the journey ahead and counting…
Liked by Eric Smith
-
We at Memorial Hermann Health System are incredibly grateful for our dedicated nurses and healthcare professionals who went above and beyond during…
We at Memorial Hermann Health System are incredibly grateful for our dedicated nurses and healthcare professionals who went above and beyond during…
Liked by Eric Smith
-
Today we kicked off our 2nd annual Truveta Symposium, bringing together healthcare, public health, and life science organizations with a shared…
Today we kicked off our 2nd annual Truveta Symposium, bringing together healthcare, public health, and life science organizations with a shared…
Liked by Eric Smith
-
After a storm, there is always room for a slice of happiness. McGovern Medical School hosted an impromptu pizza party, offering much needed respite…
After a storm, there is always room for a slice of happiness. McGovern Medical School hosted an impromptu pizza party, offering much needed respite…
Liked by Eric Smith
-
Our march toward the second Epic go-live wave at Memorial Hermann Health System continues, undeterred by what Mother Nature threw at the Houston…
Our march toward the second Epic go-live wave at Memorial Hermann Health System continues, undeterred by what Mother Nature threw at the Houston…
Shared by Eric Smith
-
After 35 wonderful years, I have decided to retire and spend more time with my family. It has been an incredible journey watching USAA grow and…
After 35 wonderful years, I have decided to retire and spend more time with my family. It has been an incredible journey watching USAA grow and…
Liked by Eric Smith
Other similar profiles
Explore collaborative articles
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
Explore MoreOthers named Eric Smith in United States
-
Eric Smith
-
Eric Smith
-
Eric Smith
-
Eric Smith
Dynamic leader driven by growing the business, delivering exceptional customer service, meeting milestones, and celebrating achievements with the team.
-
Eric Smith
5427 others named Eric Smith in United States are on LinkedIn
See others named Eric Smith