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:
Jun. 29, 2021
Filed:
Jun. 02, 2020
Bank of America Corporation, Charlotte, NC (US);
Ramakrishna R. Yannam, The Colony, TX (US);
Saahithi Chillara, Allen, TX (US);
Ravisha Andar, Plano, TX (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
When a customer initiates an interaction with an interactive voice response ('IVR') system, the customer may need to be transferred to a live agent. Apparatus and methods may formulate timing information for integrating a live agent into an interaction controlled by an artificial intelligence ('AI') engine. The system may integrate machine generated responses into a customer interaction controlled by a live agent. The system may formulate timing information for intercepting the live agent with responses generated by the AI engine. The system may formulate the timing information using interactional analytics and preferences of a specific customer.