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:
Sep. 13, 2022
Filed:
Sep. 28, 2020
Wells Fargo Bank, N.a., San Francisco, CA (US);
Julio Jiron, San Bruno, CA (US);
Kevin King, Concord, CA (US);
Beth S. Moss, Danville, CA (US);
James Lyle Schafer, San Francisco, CA (US);
Kalyan Subramanian, Scottsdale, AZ (US);
Chris Theodore Kalaboukis, San Jose, CA (US);
Raziq Yaqub, Stewartsville, NJ (US);
Wells Fargo Bank, N.A., San Francisco, CA (US);
Abstract
A call screening computing system is described that is configured to perform voice captcha and real-time monitoring of calls into a contact center of an organization. The call screening computing system includes a chat bot configured to operate as an AI-based call screener. The chat bot is configured to perform voice captcha by sending a random question to a user device placing a call into the contact center, and analyzing the received answer to determine whether a user of the user device is human or a robot. The chat bot is configured to, based on the user being human, determine whether the user is a legitimate customer of the organization by generating and presenting authentication challenges to the user device. The chat bot may be configured to monitor and interact with a conversation between the user and an agent of the organization during the call into the contact center.