Granted Patent B2

US 12,219,095 · App. 18/436,516 · Granted Feb 4, 2025

Inventor: Aysu Ezen Can (Cary, NC)

Assignee: Capital One Services, LLC

H04M3/5235G10L15/26G10L25/27

Abstract

Claims (65)

1. A system comprising:

a machine learning system configured to:

convert, from speech to text, one or more historical interactive communications of a caller to generate input data;

extract, from the input data and using a trained machine learning model, caller preferences of the caller from the one or more historical interactive communications of the caller; and

generate, based on the caller preferences for the caller, a customer-specific profile;

an automated call center assistance system configured to:

communicate with the machine learning system to receive the customer-specific profile;

selectively route, based on the customer-specific profile, a current call from the caller to a call center agent; and

communicate one or more of the caller preferences for the caller to the call center agent for consideration in an interactive communication during the current call.

2. The system of claim 1 , wherein the caller preferences comprise any of: word choices, call length, average call length, average call resolution time, average satisfaction level, or call reason.

3. The system of claim 2 , wherein the automated call center assistance system is further configured to:

estimate, based on the call length of the one or more historical interactive communications of the caller, the call length of the current call.

4. The system of claim 3 , wherein the automated call center assistance system is further configured to:

communicate the estimate of the call length of the current call to the call center agent.

5. The system of claim 2 , wherein the automated call center assistance system is further configured to:

dynamically determine, based on the average call length, a number of available call center agents.

6. The system of claim 2 , wherein the automated call center assistance system is further configured to:

determine, based on the average call resolution time for a given time period, a customer experience trend; and

communicate the customer experience trend to the call center agent.

7. The system of claim 2 , wherein the automated call center assistance system is further configured to:

determine, based on an average number of the one or more historical interactive communications of the caller for the call reason, a distribution of potential call reasons for the current call; and

communicate the distribution of potential call reasons to the call center agent.

8. The system of claim 2 , wherein the machine learning system is further configured to:

infer, based on one or more machine learning models and the one or more historical interactive communications of the caller, one or more complaints; and

communicate the one or more complaints to the call center agent.

9. The system of claim 8 , wherein the automated call center assistance system is further configured to:

selectively route, based on the one or more complaints from the one or more historical interactive communications of the caller, the current call to the call center agent.

10. The system of claim 9 , wherein the automated call center assistance system is further configured to:

selectively route the current call to the call center agent based on a percentage of the one or more complaints within the one or more historical interactive communications of the caller exceeding a predetermined threshold.

11. The system of claim 8 , wherein the automated call center assistance system is further configured to:

determine an average amount of time before the one or more complaints is detected in the one or more historical interactive communications of the caller; and

communicate the average amount of time to the call center agent.

12. The system of claim 8 , wherein the automated call center assistance system is further configured to:

determine a frequency of word choices, within the one or more historical interactive communications of the caller, occurring during the one or more complaints;

rank the frequency of word choices; and

communicate the rank of the frequency of word choices associated with the one or more complaints to the call center agent.

13. The system of claim 8 , wherein the automated call center assistance system is further configured to:

determine an average number of words before the one or more complaints are detected in the one or more historical interactive communications of the caller;

predict when a potential one of the one or more complaints will occur; and

communicate the prediction to the call center agent.

14. A computer-implemented method for processing a call, comprising:

converting, from speech to text, one or more historical interactive communications of a caller to generate input data;

extracting, from the input data using one or more trained machine learning models, caller preferences of the caller from the one or more historical interactive communications of the caller; and

generating, based on the caller preferences for the caller, a customer-specific profile;

selectively routing, based on the customer-specific profile and by an automated call center assistance system, a current call from the caller to a call center agent; and

communicating, by the automated call center assistance system, one or more of the caller preferences for the caller to the call center agent for consideration in an interactive communication during the current call.

15. The computer-implemented method of claim 14 , wherein the one or more caller preferences comprise any of: word choices, call length, average call length, average call resolution time, average satisfaction level, or call reason.

16. The computer-implemented method of claim 14 , further comprising:

inferring, based on the one or more trained machine learning models and the one or more historical interactive communications of the caller, one or more complaints; and

communicating the one or more complaints to the call center agent.

17. The computer-implemented method of claim 16 , further comprising:

selectively routing the current call to the call center agent based on a percentage of the one or more complaints within the one or more historical interactive communications of the caller exceeding a predetermined threshold.

18. The computer-implemented method of claim 16 , further comprising:

determining a frequency of word choices, within the one or more historical interactive communications of the caller, occurring during the one or more complaints;

ranking the frequency of word choices; and

communicating the rank of the frequency of word choices associated with the one or more complaints to the call center agent.

19. A non-transitory computer-readable device having instructions stored thereon that, when executed by at least one computing device, cause the at least one computing device to perform operations comprising:

converting, from speech to text, one or more historical interactive communications of a caller to generate input data;

extracting, from the input data using one or more trained machine learning models, caller preferences of the caller from the one or more historical interactive communications of the caller; and

generating, based on the caller preferences for the caller, a customer-specific profile;

selectively routing, based on the customer-specific profile and by an automated call center assistance system, a current call from the caller to a call center agent; and

communicating, by the automated call center assistance system, one or more of the caller preferences for the caller to the call center agent for consideration in an interactive communication during the current call.

20. The non-transitory computer-readable device of claim 19 further configured to perform operations comprising:

inferring, based on another of the one or more trained machine learning models and the one or more historical interactive communications of the caller, one or more complaints from the one or more historical interactive communications of the caller; and

communicating the one or more complaints to the call center agent.

Assignments (1)

Continuity (2)

References Cited (21)