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:
Mar. 17, 2026
Filed:
Feb. 28, 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 non-transitory computer-readable medium may store instructions readable by a processor for destressing an agent in a contract center. The instructions may cause the processor to run a monitoring and triggering application ('MTA') to identify a state of stress of the agent. The MTA may run an artificial intelligence machine learning (“MTA AI/ML”) algorithm to identify the state of stress in which a first data stream feature (“first feature”) may have a first emotion of the agent that registers above a first feature threshold that corresponds to the first feature, and a second data stream feature (“second feature”) that is contemporaneous with the first feature may have a second emotion of the agent that is aligned with the first emotion of the agent when the first emotion registers above the first feature threshold and the second emotion, contemporaneous with the first emotion, registers above a second feature threshold.