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:
Jun. 25, 2024
Filed:
Mar. 18, 2022
Capital One Services, Llc, McLean, VA (US);
Joshua Edwards, Philadelphia, PA (US);
Guadalupe Bonilla, Hyattsville, MD (US);
Tyler Maiman, Melville, NY (US);
Michael Mossoba, Great Falls, VA (US);
Vahid Khanagha, Rockville, MD (US);
Aysu Ezen Can, Cary, NC (US);
Mia Rodriguez, Arlington, VA (US);
Feng Qiu, Newark, DE (US);
Alexander Lin, Arlington, VA (US);
Meredith L. Critzer, Midlothian, VA (US);
Capital One Services, LLC, McLean, VA (US);
Abstract
A system and method for allowing a single live customer service agent to simultaneously serve multiple customers. According to various embodiments, a virtual agent operates at the front end to receive and attempt to handle customer issues. The virtual agent employs speech recognition and intent mapping in order to generate a proposed response that attempts to identify and resolve customer issues. In some scenarios, the proposed response includes both a response message and a response action to be taken. A chat history and the proposed response is then provided to the live agent. The live agent reviews the information provided, and determines whether the proposed response is appropriate. The live agent then approves the response or revises or replaces the response. The final response is sent back to the virtual agent for processing and providing to the customer.