Bank of America Corporation

Stephanie Ann Hammond

Amit Mishra

Sushil Golani

Yogesh Raghuvanshi

Nipun Mahajan

Yaksh Kumar Singh

Balaji Sugumar

S B Pravin Kumar

Arrangements for machine learning-based dynamic learning are provided. In some examples, audio data associated with a plurality of calls may be received and analyzed to identify a topic and sub-topic of each call and metadata of each call. Feedback data may also be received. A machine learning model may be executed by inputting, to the model, the identified topic and sub-topic and metadata of each call, and the feedback data, to output one or more topics or sub-topics of concern. A plurality of ongoing calls may be monitored to identify an ongoing call related to one of: a topic or sub-topic of concern. A plurality of agents who are not subject matter experts in the identified topic or sub-topic of concern and are available may be identified and joined, via respective computing devices, to the ongoing call in a dynamic learning session.

Communication session interruption and dynamic learning system

Growing community of inventors

Newark, DE, United States of America

Stephanie Ann Hammond