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:
Jul. 11, 2023
Filed:
Jan. 13, 2021
Capital One Services, Llc, McLean, VA (US);
Srikanth Reddy Sheshaiahgari, Henrico, VA (US);
Jignesh Rangwala, Glen Allen, VA (US);
Lee Adcock, Midlothian, VA (US);
Vamsi Kavuri, Glen Allen, VA (US);
Muthukumaran Vembuli, Glen Allen, VA (US);
Mehulkumar Jayantilal Garnara, Glen Allen, VA (US);
Soumyajit Ray, Glen Allen, VA (US);
Vincent Pham, Champaign, IL (US);
Capital One Services, LLC, McLean, VA (US);
Abstract
At least some embodiments, a system includes a memory, and a processor configured to convert an audio stream of a speech of a customer during a customer call session into customer-originated text. The customer-originated text is displayed in a first chat interface. A request from a first call center agent is sent to a second call center agent via the first chat interface to interact with the customer during the customer call session and displayed in a second chat interface. The second agent is allowed to participate in the customer call session when the second call center agent accepts the request from the first call center agent. First agent-originated text and second agent-originated text during the customer call session is merged to form a combined agent-originated text and synthesized to computer-generated agent speech having a voice of a computer-generated agent based on the combined agent-originated text communicated to the customer over the voice channel.