The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 04, 2021
Filed:
Jun. 02, 2020
Bank of America Corporation, Charlotte, NC (US);
Ravisha Andar, Plano, TX (US);
Sushil Golani, Charlotte, NC (US);
Ashwini Patil, Richardson, TX (US);
Ramakrishna R. Yannam, The Colony, TX (US);
Priyank R. Shah, Plano, TX (US);
Pavan Chayanam, Alamo, CA (US);
Yogesh Raghuvanshi, Princeton, NJ (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
When a caller initiates an interaction with an interactive voice response ('IVR') system, the caller may be transferred to a live agent. Apparatus and methods are provided for integrating automated tools into the interaction after the caller been transferred to the agent. The agent may determine which AI responses are appropriate for the caller. AI may be leveraged to suggest responses for both caller and agent while they are interacting with each other. Such human-computer interaction may shorten response time of human agents and improve efficiency of IVR systems.