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:
Sep. 03, 2024
Filed:
Jun. 25, 2021
Wells Fargo Bank, N.a., San Francisco, CA (US);
Abhishek Kumar, Bangalore, IN;
Naveen Gururaja Yeri, Bangalore, IN;
Dipanjan Deb, Bangalore, IN;
Amit Agarwal, Bangalore, IN;
Mayank Kumari, Bangalore, IN;
Wells Fargo Bank, N.A., San Francisco, CA (US);
Abstract
Techniques are described for personalizing customer interactions using one or more machine learning models for customer communications. For example, a computing system includes a memory and one or more processors in communication with the memory. The one or more processors are configured to: retrieve, from a database in memory, one or more sets of emotion factor values for communication data associated with a customer over time; classify, using an emotion propensity model running on the one or more processors, the customer into an emotional profile according to the customer's typical emotional response during customer communications based on the one or more sets of emotion factor values for the communication data associated with the customer over time; and determine a probability that the customer will respond positively to a particular type of customer engagement based on the emotional profile for the customer.