Bank of America Corporation

Shola L Oni

Stephen Thomas Shannon

Jinna Zevulun Kim

William August Stahlhut

Todd Michael Goodyear

Christine D Black

Mardochee Macxis

Richard M Korzenko

Malini Petersen

Lea Marie Souther

Robert J Graulich

Courtney Lee Prior

Aspects of the disclosure relate to cognitive automation-based engine processing on audio files and streams received from meetings and/or telephone calls. A noise mask can be applied to enhance the audio. Real-time speech analytics separate speech for different speakers into time-stamped streams, which are transcribed and merged into a combined output. The output is parsed by analyzing the combined output for correct syntax, normalized by breaking the parsed data into record groups for efficient processing, validated to ensure that the data satisfies defined formats and input criteria, and enriched to correct for any errors and to augment the audio information. Notifications based on the enriched data may be provided to call or meeting participants. Cognitive automation functions may also identify callers or meeting attendees, identify action items, assign tasks, calendar appointments for future meetings, create email distribution lists, route transcriptions, monitor for legal compliance, and correct for regionalization issues.

Cognitive automation-based engine BOT for processing audio and taking actions in response thereto

Embodiments of the present invention provide a system for real-time generation of tailored recommendations associated with client interactions. The system is configured to identify an interaction associated with an associate, extract information of a user associated with the interaction, transfer the extracted information to an associate device, transmit first set of control signals to the associate device, wherein the first set of control signals cause a graphical user interface of the associate device to display the extracted information to the associate, identify a type of the interaction, generate topics associated with the interaction based on the type of the interaction, transfer the topics to the associate device, and transmit a second set of control signals to the associate device, wherein the second set of control signals cause the graphical user interface of the associate device to display the one or more topics to the associate.

Real-time generation of tailored recommendations associated with client interactions

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Atlanta, GA, United States of America

Shola L Oni