Capital One Services, LLC

Trent F Hodges

Thomas Zahorik

Balaraju Gujjari

David Aber

Sara R Mcdole

Robert L Scholtz, Iii

Kevin T Shaffer

Raghav Sahai

Avinash Kawale

Anup Shirodkar

Parameswar Dasari

Harmanjit Singh

Srilaxmi Sowmya Penmatsa

Miguel De La Rocha

Matthew C Ford

Alayna Francis

Disclosed herein are system, method, and computer program product embodiments for ingesting batch or real-time incoming audio or text interactive communications. The system verifies that the interactive communication excludes security threats, comprises associated metadata, verifies that the interactive communication is linked to an existing or previous customer's interaction within an organization, enriches the associated metadata with additional data from the customer's interaction within an organization, transforms a media file type of the interactive communication to a common media file type, generates a transcript of the interactive communication, registers the enriched associated metadata with a stored copy of the transcript, and instantiates an interface to provide organizational access to the registered enriched associated metadata and stored copy of the transcript.

Source agnostic call recording and chat ingestion

Disclosed herein are system, method, and computer readable medium embodiments for machine learning systems to process interactive communications between at least two participants. Speech and text within the interactive communications are analyzed using machine learning models to infer insights located within the interactive communications. The inferred insights are converted to descriptive text or audio and tagged to the interactive communication as graphics or audio whispers reflecting the insights added to the interactive communication.

Transcript tagging and real-time whisper in interactive communications

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Richmond, VA, United States of America

Trent F Hodges