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:
Oct. 10, 2023
Filed:
Mar. 25, 2021
Bank of America Corporation, Charlotte, NC (US);
Ashwini Patil, Richardson, TX (US);
Ramakrishna R. Yannam, The Colony, TX (US);
Ion Gerald McCusker, Allen, TX (US);
Saahithi Chillara, Allen, TX (US);
Ravisha Andar, Plano, TX (US);
Emad Noorizadeh, Plano, TX (US);
Pravin Kumar Sankari Bhagavathiappan, Chennai, IN;
Yogesh Raghuvanshi, Princeton, NJ (US);
Sushil Golani, Charlotte, NC (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
An apparatus includes a memory and processor. The memory stores previous requests and corresponding previous responses. The processor determines that a user device transmitted a new voice request, converts the voice request into a first set of text, and transmits the text to an agent device. The processor applies the machine learning algorithm to the first set of text to generate suggested responses, by identifying patterns shared by the first set of text and a subset of the previous requests that are associated with the suggested responses. The processor transmits the suggested responses to the agent device. The processor then determines that the agent device transmitted voice signals responding to the new request. The processor converts these voice signals into a second set of text. The processor stores the first set of text as a previous request, and the second set of text as a corresponding previous response.