Capital One Services, LLC

Margaret Mayer

Erik Thomas Mueller

Alexandra Coman

Consistent with the disclosed embodiments, systems and methods are provided herein for autonomously responding to customer problems. In one example implementation, a system performing a method is provided. The system may receive a customer utterance associated with a customer and define, based on the customer utterance, a first customer narrative comprising a first customer goal. The system may also determine whether the first customer narrative is sufficient to identify a first customer problem corresponding to at least a first problem of a plurality of problems. Responsive to determining that the first customer narrative is sufficient, the system may identify a first response corresponding with the first problem. The system may also customize the first response for the customer based on at least the first customer narrative, and execute the customized response.

Systems and methods for understanding and solving customer problems by extracting and reasoning about customer narratives

Consistent with the disclosed embodiments, systems and methods are provided herein for autonomously generating a thoughtful gesture for a customer. In one example implementation of the disclosed technology, a method is provided that includes receiving incoming customer dialogue and determining, based on the customer dialogue, customer information including one or more of: customer preferences, customer biographical information, and customer current life circumstances. The method also includes generating, based on the customer information, gesture-specific information-eliciting utterances for additional dialogue with the customer and identifying one or more response opportunities based on additional incoming customer dialogue responsive to sending the gesture-specific information-eliciting utterances to the customer. Further, the method includes generating a thoughtful gesture based on the identified one or more response opportunities and outputting, for presentation to the customer, the thoughtful gesture.

Growing community of inventors

Glen Allen, VA, United States of America

Margaret Mayer