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:
Mar. 14, 2023
Filed:
Aug. 19, 2021
Bank of America Corporation, Charlotte, NC (US);
Ravisha Andar, Plano, TX (US);
Ramakrishna R. Yannam, The Colony, TX (US);
Ashwini Patil, Richardson, TX (US);
Priyank R. Shah, Plano, TX (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
When a caller initiates a conversation 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 and artificial intelligence ('AI') into the interaction with the IVR system. The automated tools and AI may track the conversation to decipher when to transfer the caller to the agent. The agent may determine which machine generated 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. The agent may transfer back the caller to the IVR system along with the appropriate machine generated response to maintain efficiency and shorten time of human agent interaction.