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:
May. 13, 2025
Filed:
Nov. 08, 2023
Bank of America Corporation, Charlotte, NC (US);
Nipun Mahajan, Lawrenceville, NJ (US);
Amit Mishra, Chennai, IN;
Yogesh Raghuvanshi, Pennington, NJ (US);
S. B. Pravin Kumar, Nagercoil, IN;
Balaji Sugumar, Chennai, IN;
Yaksh Kumar Singh, Uttar Pradesh, IN;
Bank of America Corporation, Charlotte, NC (US);
Abstract
Arrangements for intelligent call routing are provided. Audio data from a call between an agent device and a user device may be received and a topic of the call and metadata may be extracted from the audio data. The extracted topic and metadata may be compared to an alert signals database to output whether an alert will be attached to the call. Agent parameters associated with the agent who is part of the call may be identified. A machine learning model may be executed by inputting, to the model, the extracted topic, extracted metadata, the output of whether the alert will be attached to the call, and the agent parameters, to output a routing signal. Based on the routing signal, a second call communication session may be initiated between the agent computing device and a computing device of at least one of another agent or a supervisor.