Bank of America Corporation

Chris Welles

Emad Noorizadeh

David Ovitsky

Dawn A Buhl-Rivelli

Erica Grunfeld

Andrew Dennis

Aravind Mangadu Chakkaravarthy

Sushil Golani

Maruthi Z Shanmugam

Nishant H Shah

Rajan Jigish Jhaveri

Jennifer Russell

David Randall

Kiran Kadekoppa

Emmanuel Dibia

An interactive voice response system for use with a real-time complaint identification system and dashboard may be provided. The interactive voice response system may receive and respond to human callers in real-time. Simultaneously, the interactive voice response system may use a model to transcribe the audio call and identify complaints within the audio calls. Identified complaints may be resolved by one of a plurality of resolution executables. One of the resolution executables may include registering the identified complaint with a complaint register.

Call center voice system for use with a real-time complaint identification system

A hybrid system for natural language processing is provided. The system may include a transceiver operable to receive a query from a user. The query may include a stock portion integrated with a set of real-time conditions specific to the user. The transceiver may transmit the query to a model and to a response application. The model may receive the query and communicate with a data store. Based on historical data stored at the data store, the model may separate the stock portion from the set of real-time conditions, formulate a response to the stock portion and insert placeholders into the response for responses to the real-time conditions portion. The response application may receive the query and the response. The response application may communicate with private data stores to formulate responsive elements for the placeholders. The response application may insert the responsive elements into the placeholders to complete the response.

Dynamic response engine

Apparatus and methods for sharing bookmarks are provided. Bookmarks may include queries to a chatbot or other interactive application. A server may include a shared bookmark controller and a personal computing device may include a user bookmark controller. A user may save a bookmark and share the bookmark with a chosen recipient. The user bookmark controller may send the bookmark and the identity of the recipient to the shared bookmark controller. The shared bookmark controller may then send the bookmark to the recipient and record whether the recipient saves or rejects the bookmark. Bookmarks may be collated and categorized into groups, and entire groups may be shared.

Apparatus and methods for bookmark sharing

Apparatus and methods for gathering information from layered bots. The apparatus may be configured to run an instance of a user-facing bot. The platform may be configured to send to a selected support bot a back-end query. The platform may be configured to receive from the selected support bot an 'OPEN' conversation status for the conversation. The platform may be configured to receive, after receiving the 'OPEN' conversation status: a response to the back-end query; and a status update for the conversation status. The status update may be &#x201c;WAITING&#x201d;. The platform may be configured to repeat (a) through (c) below until the status update is &#x201c;CLOSED&#x201d;: (a) acquire from the user a responsive supplemental fact; (b) transmit to the contact bot the responsive supplemental fact; (c) receive from the contact bot: a response to the supplemental fact; and a status update for the conversation status.

Interbot communication

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Charlotte, NC, United States of America

Chris Welles