Bank of America Corporation

Ayela Chughtai

Amit Mishra

Yogesh Raghuvanshi

Nipun Mahajan

Sushama Shelke

John T Blackmon

Saravana Prakash Kumaresan

Systems and methods are disclosed for real time, frictionless channel switching to map and transpose a transaction on a preferred channel from an incoming channel. The systems and methods may use a machine learning model that processes features from a plurality of channels to determine the preferred channel. An omni channel processor is used to determine intended functionality data of the transaction for the preferred channel. The systems and methods may generate transposed intent data based on the intended functionality data of the transaction for the preferred channel. A deep link is generated and embedded with the transposed intent data and a channel access token for the transaction on the preferred channel. The deep link is configured to access and complete the requested transaction on the preferred channel.

Real time channel affinity derivation

A method for destressing an agent in a contact center in real-time may include receiving an agent's login and routing incoming voice calls to the agent. A monitoring and triggering application ('MTA') may receive data about the agent's performance during calls from a statistics server. A graphics processing unit may run an MTA artificial intelligence machine learning (“MTA AI/ML”) algorithm to determine a stress level of the agent by analyzing video, audio, and other metrics during calls. The MTA AI/ML algorithm may recommend to the agent's manager that the agent be given a destress break. When approved, calls may be routed to other agents while the agent receives a video, audio, or game to destress. The agent may receive the break without any negative impact on metrics relating to the agent's performance. The agent may re-enter the call routing server to receive incoming calls upon completion of the break.

Real time AI/ML based monitoring and triggering app to destress contact center associates

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New York, NY, United States of America

Ayela Chughtai