ARTIFICIAL INTELLIGENCE AGENT ASSIST
Systems and methods are provided to determine when a communication, such as a communication between a customer and an agent, comprises automatable content. The automatable content may comprise routine but voluminous information (e.g., “boilerplate”), which may require customizations targeted to the customer, and/or portions of the communication that the agent does not need to hear (e.g., tangents, swearing, etc.). An artificial intelligence (AI) agent is provided with speech and/or visual attributes of the agent and continues the communication with the customer, allowing the customer to continue without unnecessarily wasting computational and networking resources and/or unnecessarily exposing the agent to the customer's hostility or other unnecessary portions of the communication.
1 . A method, comprising:
monitoring, by a microprocessor, a communication, via a network, between a customer device and an agent device comprising communication content, the communication content further comprising an agent portion provided by an agent via the agent device and a customer portion provided by a customer via the customer device;
upon determining, by the microprocessor monitoring the communication, that the communication comprises automatable content, generating automated content; and
presenting the automated content as the agent portion of the communication to the customer.
2 . The method of claim 1 , wherein determining that the communication comprises the automatable content further comprises determining that the communication comprises offensive content within the customer portion of the communication.
3 . The method of claim 2 , further comprising:
accessing a number of records, wherein at least one of the number of records maintains attributes of the agent; and
wherein determining that the communication comprises the offensive content within the customer portion of the communication further comprises determining that at least one of the attributes of the offensive content exceeds at least one of the attributes of the agent.
4 . The method of claim 1 , wherein determining that the communication comprises the automatable content further comprises determining that the communication comprises offensive content for the agent.
5 . The method of claim 1 , wherein generating automated content comprising speech attributes of the agent further comprises generating automated content comprising speech attributes of one of the agent or another agent different from the agent.
6 . The method of claim 1 , wherein determining that the communication comprises the automatable content further comprises providing the communication to a neural network trained to determine the automatable content.
7 . The method of claim 6 , wherein the neural network is trained, comprising:
collecting a set of prior communications from a database;
applying one or more transformations to each prior communication of the set of prior communications, including adding banter, removing the banter, replacing a word with a synonym, increasing spoken volume, decreasing the spoken volume, increasing rate of speech, decreasing the rate of speech, adding emotional vocal intonations, removing the emotional vocal intonations, inserting a question, and removing the question to create a modified set of prior communications;
creating a first training set comprising the collected set of prior communications, the modified set of prior communications, and a set of non-automatable content;
training the neural network in a first stage of training using the first training set;
creating a second training set for a second stage of training comprising the first training set and non-automatable content incorrectly determined as automatable content after the first stage of training; and
training the neural network in the second stage of training using the second training set.
8 . The method of claim 1 , wherein determining that the communication comprises the automatable content further comprises:
generating a prompt comprising the communication, a set of prior communications comprising automatable content, a set of prior communications comprising non-automatable content, and a request to identify automatable content in the communication; and
providing the prompt to an artificial intelligence and receiving the automatable content therefrom.
9 . The method of claim 1 , wherein presenting the automated content as the agent portion of the communication to the customer further comprises muting, by the microprocessor, an audio input portion of the agent device that receives speech from the agent.
10 . The method of claim 1 , further comprising:
a database comprising a document record; and
wherein generating automated content further comprises generating a script comprising the document record.
11 . The method of claim 10 , wherein:
the database further comprises a customer attribute of the customer; and
the document record further comprises a document record associated with the customer attribute.
12 . A system, comprising:
a network interface to a network;
at least one microprocessor coupled to a computer memory comprising instructions that, when read by the microprocessor, cause the microprocessor to perform:
monitoring a communication, via the network, between a customer device and an agent device comprising communication content, the communication content further comprising an agent portion provided by an agent via the agent device and a customer portion provided by a customer via the customer device;
upon determining that the communication comprises automatable content, generating automated content; and
presenting the automated content as the agent portion of the communication to the customer.
13 . The system of claim 12 , wherein determining that the communication comprises the automatable content further comprises determining that the communication comprises offensive content within the customer portion of the communication.
14 . The system of claim 13 , further comprising:
a data storage comprising a number of records, wherein at least one of the number of records maintains attributes of the agent; and
wherein the microprocessor further performs:
accessing the number of data records; and
determining that the communication comprises offensive content within the customer portion of the communication further comprises determining that at least one of the attributes of the offensive content exceeds at least one of the attributes of the agent.
15 . The system of claim 12 , wherein determining that the communication comprises the automatable content further comprises determining that the communication comprises offensive content for the agent.
16 . The system of claim 12 , wherein generating automated content comprising speech attributes of the agent further comprises generating automated content comprising speech attributes of one of the agent or another agent different from the agent.
17 . The system of claim 12 , wherein determining that the communication comprises the automatable content further comprises providing the communication to a neural network trained to determine the automatable content.
18 . The system of claim 17 , wherein the neural network is trained, comprising:
the at least one microprocessor coupled to the computer memory comprising instructions to cause the at least one microprocessor, upon reading the instructions, to perform:
collecting a set of prior communications from a database;
applying one or more transformations to each prior communication of the set of prior communications, including adding banter, removing the banter, replacing a word with a synonym, increasing spoken volume, decreasing the spoken volume, increasing rate of speech, decreasing the rate of speech, adding emotional vocal intonations, removing the emotional vocal intonations, inserting a question, and removing the question to create a modified set of prior communications;
creating a first training set comprising the collected set of prior communications, the modified set of prior communications, and a set of non-automatable content;
training the neural network in a first stage of training using the first training set;
creating a second training set for a second stage of training comprising the first training set and non-automatable content incorrectly determined as automatable content after the first stage of training; and
training the neural network in the second stage of training using the second training set.
19 . The system of claim 12 , wherein determining that the communication comprises the automatable content further comprises generating a prompt comprising the communication, a set of prior communications comprising the automatable content, a set of prior communications comprising non-automatable content, and a request to identify the automatable content in the communication; and
providing the prompt to an artificial intelligence and receiving the automatable content therefrom.
20 . A computer-readable medium comprising instructions to cause a microprocessor to perform:
monitoring a communication, via a network, between a customer device and an agent device comprising communication content, the communication content further comprising an agent portion provided by an agent via the agent device and a customer portion provided by a customer via the customer device;
upon determining that the communication comprises the automatable content, generating automated content; and
presenting the automated content as the agent portion of the communication to the customer.