Systems and methods for virtual assistant enhanced access of services related to private information using a voice-enabled device

12182,245

18/550873

March 16, 2022

A system and method for interacting with a voice-assisted member interface hosted by a provider backend server of a provider using a voice enabled-apparatus hosted by an apparatus vendor separate and distinct from the provider, the voice-enabled apparatus including a microphone unit, a speaker and a processor coupled to the microphone unit and the speaker, the processor configured to cause the voice-enabled apparatus to perform one or more functions in response to audio signals received at the microphone unit.

ELEVANCE HEALTH, INC. (Indianapolis, IN, US)

Elevance Health, Inc. (Indianapolis, IN, US)

1. A method for interacting with a voice-assisted member interface hosted by a first provider backend server of a first provider using a voice-enabled apparatus hosted by an apparatus vendor separate and distinct from the first provider, the voice-enabled apparatus including a microphone unit, a speaker and a processor coupled to the microphone unit and the speaker, the processor configured to cause the voice-enabled apparatus to perform one or more functions in response to audio signals received at the microphone unit, the method comprising: receiving an audio input signal from a user at the microphone unit of the voice-enabled apparatus; converting, at the voice-enabled apparatus, the audio input signal to a computer readable text format; transmitting, from the voice-enabled apparatus to the first provider backend server, the converted audio input signal; determining, by the first provider backend server, whether the converted audio input signal includes a request for a service provider search and one or more search criteria; in response to the converted audio input signal including a request for a service provider search and one or more search criteria, determining whether a second provider backend server of a second provider includes an associated application programming interface, wherein the second provider is separate and distinct from the first provider; in response to determining that the second provider backend server does include an associated application programming interface, transmitting the one or more search criteria to the associated application programming interface of the second provider backend server; executing, by the second provider backend server, a database search in a database in communication with the second provider backend server, based on the one or more search criteria, the database storing a plurality of records corresponding to individual service providers associated with the second provider; generating, by the second provider backend server, a list of search results including a subset of records, of the plurality of records stored on the database, the subset of records matching the one or more search criteria; transmitting, from the second provider backend server, to the first provider backend server, the list of search results; generating, from the first provider backend server, a response based on the list of search results and transmitting the response to the voice-enabled apparatus; outputting, at the speaker, an audio output signal associated with the response; in response to determining that the second provider backend server does not include an associated application programming interface; transmitting, from the first provider backend server, to the second provider backend server, a request for the plurality of records corresponding to individual service providers; in response to receiving the request for the plurality of records, transmitting, from the second provider backend server to the first provider backend server, the plurality of records; executing, by the first provider backend server, a search of the plurality of records. based on the one or more search criteria; generating, by the first provider backend server, the list of search results including the subset of records, of the plurality of records received from the second provider backend server, the subset of records matching the one or more search criteria; generating, from the first provider backend server, a response based on the list of search results and transmitting the response to the voice-enabled apparatus; and outputting, at the speaker, an audio output signal associated with the response.

2. The method of claim 1 , wherein the first provider is a healthcare insurance provider and the second provider is a healthcare provider.

3. The method of claim 1 , wherein the second provider backend server is a plurality of second provider backend servers, each associated with a provider separate and distinct from the first provider.

4. The method of claim 1 , wherein the output audio signal includes a prompt to the user to perform a subsequent user action.

5. The method of claim 1 , wherein the voice-enabled apparatus is HIPAA compliant.

6. The method of claim 1 , wherein the one or more search criteria include one or more of gender, age, primary healthcare specialty, and languages spoken.

7. A system for interacting with a voice-assisted member interface hosted by a first provider backend server of a first provider, comprising: a voice-enabled apparatus including a microphone unit, a speaker and a processor coupled to the microphone unit and the speaker, the processor configured to cause the voice-enabled apparatus to perform one or more functions in response to audio signals received at the microphone unit; the processor being configured to: receive an audio input signal from a user at the microphone unit of the voice-enabled apparatus; convert the audio input signal to a computer readable text format; and transmit, from the voice-enabled apparatus to the first provider backend server, the converted audio input signal; a first provider backend server configured to: determine whether the converted audio input signal includes a request for a service provider search and one or more search criteria; in response to the converted audio input signal including a request for a service provider search and one or more search criteria, determining whether a second provider backend server of a second provider includes an associated application programming interface, wherein the second provider is separate and distinct from the first provider; and in response to determining that the second provider backend server does include an associated application programming interface, transmitting the one or more search criteria to the associated application programming interface of the second provider backend server; a second provider backend server configured to: execute a database search in a database in communication with the second provider backend server, based on the one or more search criteria, the database storing a plurality of records corresponding to individual service providers associated with the second provider; generate a list of search results including a subset of records, of the plurality of records stored on the database, the subset of records matching the one or more search criteria; and transmit, from the second provider backend server, to the first provider backend server, the list of search results; the first provider backend server further configured to generate a response based on the list of search results and transmitting the response to the voice-enabled apparatus; and the voice-enabled apparatus further configured to output at the speaker, an audio output signal associated with the response; wherein the first provider backend server is further configured to: in response to determining that the second provider backend server does not include an associated application programming interface; transmit to the second provider backend server, a request for the plurality of records corresponding to individual service providers; wherein the second provider backend server is further configured to: in response to receiving the request for the plurality of records, transmitting, from the second provider backend server to the first provider backend server, the plurality of records; wherein the first provider backend server is further configured to: execute a search of the plurality of records, based on the one or more search criteria; generate the list of search results including the subset of records, of the plurality of records received from the second provider backend server, the subset of records matching the one or more search criteria; and generate a response based on the list of search results and transmit the response to the voice-enabled apparatus.

8. The system of claim 7 , wherein the first provider is a healthcare insurance provider and the second provider is a healthcare provider.

9. The system of claim 7 , wherein the second provider backend server is a plurality of second provider backend servers, each associated with a provider separate and distinct from the first provider.

10. The system of claim 7 , wherein the output audio signal includes a prompt to the user to perform a subsequent user action.

11. The system of claim 7 , wherein the processor is further configured to: before linking a first user account to a second user account, determine that a voice biometric data profile associated with the user is stored on the vendor backend server; in response to the voice biometric data profile not being stored on the vendor backend server, conduct voice biometric training using audio signals from the user to generate the voice biometric data profile; and the vendor backend server further configured to: associate the generated voice biometric data profile with the first user account and storing the generated voice biometric data profile; and in response to the voice biometric data profile being stored on the vendor backend server, link the first user account to the second user account.

12. The system of claim 7 , wherein the voice-enabled apparatus is HIPAA compliant.

13. A method for interacting with a voice-assisted member interface hosted by a provider backend server of a provider using a voice enabled-apparatus hosted by an apparatus vendor separate and distinct from the provider, the voice-enabled apparatus including a microphone unit, a speaker and a processor coupled to the microphone unit and the speaker, the processor configured to cause the voice-enabled apparatus to perform one or more functions in response to audio signals received at the microphone unit, the method comprising: receiving, at a user interface associated with the voice-enabled apparatus, first authentication credentials associated with the vendor of the voice-enabled apparatus; transmitting, by the processor of the voice-enabled apparatus to a vendor backend server of the voice-enabled apparatus, a first request to authenticate a user at the voice-enabled apparatus, the first request including the first authentication credentials and a unique identifier of the voice-enabled apparatus; authenticating, at the vendor backend server, the first user account using the first authentication credentials and the unique identifier of the voice-enabled apparatus and linking the first user account to the voice-enabled apparatus; receiving, at a user interface associated with the voice-enabled apparatus and operated by the user, a second request to link the first user account with a second user account, the second request including second authentication credentials associated with a second user account at the provider; transmitting, by the user interface to a provider backend server of the provider, a request to authenticate the second user account at the voice-enabled apparatus, the request including the second authentication credentials; authenticating, at the provider backend server of the provider, the second user account and linking the first user account to the second user account at the voice-enabled apparatus; receiving an input audio signal from the user at the microphone unit of the voice-enabled apparatus; determining, by the processor, that the second audio signal includes vocal attribute data associated with the user; determining, by the processor, that the second audio signal includes a portion of speech associated with a command to execute a requested functionality of the voice-assisted member interface; validating, that the vocal attribute data matches a voice biometric profile associated with the user; transmitting, by the processor to the provider backend server, the command to execute the requested functionality of the voice-assisted member interface; validating, at the provider backend server, that the command from the voice-enabled apparatus is associated with an active account at the provider; in response to the vocal attribute data matching the voice biometric profile and the command from the voice-enabled apparatus being associated with an active account at the provider, executing, by the provider backend server, the requested functionality of the voice-assisted member interface; generating, by the provider backend server, a response for the user and transmitting the response to the voice-enabled apparatus; outputting, at the speaker, an output audio signal associated with the response; receiving an audio input signal from a user at the microphone unit of the voice-enabled apparatus; converting, at the voice-enabled apparatus, the audio input signal to a computer readable text format; transmitting, from the voice-enabled apparatus to the vendor server, the converted audio input signal; determining, by the vendor server, whether the converted audio input signal includes a request for a service provider search and one or more search criteria; in response to the converted audio input signal including a request for a service provider search and one or more search criteria, determining whether a provider backend server of a provider includes an associated application programming interface, wherein the provider is separate and distinct from the vendor; in response to determining that the provider backend server does include an associated application programming interface, transmitting the one or more search criteria to the associated application programming interface of the provider backend server; executing, by the provider backend server, a database search in a database in communication with the provider backend server, based on the one or more search criteria, the database storing a plurality of records corresponding to individual service providers associated with the second provider; generating, by the provider backend server, a list of search results including a subset of records, of the plurality of records stored on the database, the subset of records matching the one or more search criteria; transmitting, from the provider backend server, to the vendor server, the list of search results; generating, from the vendor server a response based on the list of search results and transmitting the response to the voice-enabled apparatus; outputting, at the speaker, an audio output signal associated with the response; in response to determining that the provider backend server does not include an associated application programming interface; transmitting, from the vendor server, to the provider backend server, a request for the plurality of records corresponding to individual service providers; in response to receiving the request for the plurality of records, transmitting, from the provider backend server to the vendor server, the plurality of records; executing, by the vendor server, a search of the plurality of records, based on the one or more search criteria; generating, by the vendor server, the list of search results including the subset of records, of the plurality of records received from the provider backend server, the subset of records matching the one or more search criteria; generating, from the vendor server a response based on the list of search results and transmitting the response to the voice-enabled apparatus; and outputting, at the speaker, an audio output signal associated with the response.

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