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. 28, 2025
Filed:
Jan. 31, 2024
Bank of America Corporation, Charlotte, NC (US);
Nipun Mahajan, Lawrenceville, NJ (US);
Ayela Chughtai, New York, NY (US);
Sushama Shelke, Mumbai, IN;
John T. Blackmon, Jacksonville, FL (US);
Yogesh Raghuvanshi, Pennington, NJ (US);
Amit Mishra, Chennai, IN;
Saravana Prakash Kumaresan, Plainsboro, NJ (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
A method for destressing an agent in a contact center in real-time may include receiving an agent's login and routing incoming voice calls to the agent. A monitoring and triggering application ('MTA') may receive data about the agent's performance during calls from a statistics server. A graphics processing unit may run an MTA artificial intelligence machine learning (“MTA AI/ML”) algorithm to determine a stress level of the agent by analyzing video, audio, and other metrics during calls. The MTA AI/ML algorithm may recommend to the agent's manager that the agent be given a destress break. When approved, calls may be routed to other agents while the agent receives a video, audio, or game to destress. The agent may receive the break without any negative impact on metrics relating to the agent's performance. The agent may re-enter the call routing server to receive incoming calls upon completion of the break.