Bank of America Corporation

Dana Patrice Morrow Branch

Ramakrishna R Yannam

Emad Noorizadeh

Sushil Golani

Hari Gopalkrishnan

Isaac Persing

Apparatus and methods for leveraging machine learning and artificial intelligence to generate a response to an utterance expressed by a user during an interaction between an interactive response system and the user is provided. The methods may include a natural language processor processing the utterance to output an utterance intent. The methods may also include a signal extractor processing the utterance, the utterance intent and previous utterance data to output utterance signals. The methods may additionally include an utterance sentiment classifier using a hierarchy of rules to extract, from a database, a label, the extracting being based on the utterance signals. The methods may further include a sequential neural network classifier using a trained algorithm to process the label and a sequence of historical labels to output a sentiment score. The methods may further include, based on the utterance intent, the label and the score, to output a response.

Methods and apparatus for leveraging machine learning for generating responses in an interactive response system

Aspects of the disclosure relate to receiving a stateless application programming interface ('API') request. The API request may store an utterance, previous utterance data and a sequence of labels, each label in the sequence of labels being associated with a previous utterance expressed by a user during an interaction. The previous utterance data may, in certain embodiments, be limited to a pre-determined number of utterances occurring prior to the utterance. Embodiments process the utterance, using a natural language processor in electronic communication with the first processor, to output an utterance intent, a semantic meaning of the utterance and an utterance parameter. The utterance parameter may include words in the utterance and be associated with the intent. The natural language processor may append the utterance intent, the semantic meaning of the utterance and the utterance parameter to the API request. A signal extractor processor may append the plurality of utterance signals to the API request.

Methods and apparatus for leveraging an application programming interface ('API') request for storing a list of sentiment values in real time interactive response systems

Apparatus and methods for leveraging machine learning and artificial intelligence to assess a sentiment of an utterance expressed by a user during an interaction between an interactive response system and the user is provided. The methods may include a natural language processor processing the utterance to output an utterance intent. The methods may also include a signal extractor processing the utterance, the utterance intent and previous utterance data to output utterance signals. The methods may additionally include an utterance sentiment classifier using a hierarchy of rules to extract, from a database, a label, the extracting being based on the utterance signals. The methods may further include a sequential neural network classifier using a trained algorithm to process the label and a sequence of historical labels to output a sentiment score.

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Celina, TX, United States of America

Dana Patrice Morrow Branch