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:
Aug. 01, 2023
Filed:
Mar. 16, 2021
Bank of America Corporation, Charlotte, NC (US);
Ramakrishna R. Yannam, The Colony, TX (US);
Donatus Asumu, Mckinney, TX (US);
Ion Gerald McCusker, Allen, TX (US);
Saahithi Chillara, Allen, TX (US);
Ashwini Patil, Richardson, TX (US);
Ravisha Andar, Plano, TX (US);
Emad Noorizadeh, Plano, TX (US);
Priyank R. Shah, Plano, TX (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
A device that is configured to establish a network connection between a user and an agent. The device is further configured to identify a first issue type for the user and to identify a first resolution type provided by the agent based on a conversation between the user and the agent. The device is further configured to identify a performance score from a resolution mapping based on a combination of the first issue type and the first resolution type. The device is further configured to identify a first knowledge area that is associated with the first issue type and to update a first knowledge score that is associated with the first knowledge area in a performance record for the agent based on the performance score. The device is further configured to send a recommendation to the agent based at least in part on the performance score.