Bank of America Corporation

Siva Kumar Peesapati Venkata

Amit Mishra

Subburathinam Krishnan

Prabhakaran Balasubramanian

Anantharajan Srinivasarangan

Vamshi Krishna Jutur

A system for generating an expandable pool of virtual agents to provide solutions in a virtual environment comprises a call center server in communication with a metaverse server. The call center server generates the virtual agents with corresponding skills of each real-world agent using a machine learning model based on historical observation operations performed by each particular real-world agent and a historical rule set to address the service issue. The metaverse server identifies the virtual agents in the virtual environment. The call center server routes a service inquiry with a service issue from a user equipment of a user to the metaverse server when determining that a particular real-world agent is not available. The metaverse server identifies a first virtual agent with a first skill and conducts a first interaction between the first virtual agent and a user avatar to generate the customized solution to address the service issue.

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Hyderabad Telangana, India

Siva Kumar Peesapati Venkata