Granted Patent B2

US 12,732,578 · App. 18/392,819 · Granted Sep 8, 2026

Inventors: Bryan Tamayo (Allen, TX); Bailey Beaudo (Richardson, TX)

Assignee: Capital One Services, LLC

H04M3/4217G10L15/26G10L25/63H04M3/2227

Abstract

Claims (91)

1 . A system for interactive calling, the system comprising:

one or more memories; and

one or more processors, communicatively coupled to the one or more memories, configured to:

receive a request for a calling session associated with a topic;

establish the calling session between a user device with a first user interface and a client device with a second user interface,

wherein the second user interface is provided with first assistance information associated with the topic;

monitor, based on establishing the calling session, multimedia communications associated with the calling session;

detect, based on monitoring the multimedia communications associated with the calling session, an event associated with the calling session,

wherein detecting the event comprises determining that a backend task is associated with a predicted time delay that satisfies a time delay threshold;

identify, using an artificial intelligence model, second assistance information to serve to at least one of the user device or the client device based on detecting the event; and

transmit user interface information to the at least one of the user device or the client device to cause a respective user interface to provide the second assistance information for display,

wherein transmitting the user interface information comprises transmitting an instruction to provide filler assistance information associated with the predicted time delay.

2 . The system of claim 1 , wherein the one or more processors, to generate the second assistance information, are configured to:

generate a transcription of the multimedia communications; and

wherein the one or more processors, to transmit the user interface information, are configured to:

transmit an instruction to provide the transcription for display via at least one of the first user interface or the second user interface.

3 . The system of claim 1 , wherein the one or more processors, to detect the event, are configured to:

generate a sentiment analysis value for the calling session; and

wherein the one or more processors, to transmit the user interface information, are configured to:

transmit an instruction to replace at least a portion of the first assistance information with the second assistance information, the second assistance information being based on the sentiment analysis value.

4 . The system of claim 1 , wherein the first assistance information includes a quality assurance (QA) template for the topic; and

wherein the one or more processors, to transmit the user interface information, are configured to:

transmit an instruction to synchronize the second user interface with a detected position within the QA template, the detected position within the QA template being based on the event.

5 . The system of claim 4 , wherein the one or more processors are further configured to:

detect a deviation from the QA template;

identify a corrective instruction for the client device based on detecting the deviation from the QA template; and

transmit another instruction to the client device to provide the corrective instruction.

6 . The system of claim 1 , wherein the one or more processors, to transmit the user interface information, are configured to:

transmit an instruction to provide a feedback request for display via the first user interface; and

wherein the one or more processors are further configured to:

receive a feedback response from the user device based on transmitting the instruction to provide the feedback request for display; and

transmit an instruction to the client device to provide additional assistance information for display via the second user interface based on receiving the feedback response.

7 . The system of claim 1 , wherein the backend task is at least one of:

a processing task,

an information retrieval task, or

a communication task.

8 . The system of claim 1 , wherein the one or more processors, to generate the assistance information, are configured to:

receive user data associated with a user of the user device; and

generate the filler assistance information based on the user data.

9 . A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:

one or more instructions that, when executed by one or more processors of a device, cause the device to:

receive a request for a calling session associated with a topic;

establish the calling session between a user device with a first user interface and a client device with a second user interface,

wherein the second user interface is provided with first assistance information associated with the topic;

monitor, based on establishing the calling session, multimedia communications associated with the calling session;

detect, based on monitoring the multimedia communications associated with the calling session, an event associated with the calling session,

wherein detecting the event comprises determining that a backend task is associated with a predicted time delay that satisfies a time delay threshold;

identify, using an artificial intelligence model, second assistance information to serve to at least one of the user device or the client device based on detecting the event; and

transmit user interface information to the at least one of the user device or the client device to cause a respective user interface to provide the second assistance information for display,

wherein transmitting the user interface information comprises transmitting an instruction to provide filler assistance information associated with the predicted time delay.

10 . The non-transitory computer-readable medium of claim 9 , wherein the one or more instructions, that cause the device to generate the second assistance information, cause the device to:

generate a transcription of the multimedia communications; and

wherein the one or more instructions, that cause the device to transmit the user interface information, cause the device to:

transmit an instruction to provide the transcription for display via at least one of the first user interface or the second user interface.

11 . The non-transitory computer-readable medium of claim 9 , wherein the one or more instructions, that cause the device to detect the event, cause the device to:

generate a sentiment analysis value for the calling session; and

wherein the one or more instructions, that cause the device to transmit the user interface information, cause the device to:

transmit an instruction to replace at least a portion of the first assistance information with the second assistance information, the second assistance information being based on the sentiment analysis value.

12 . The non-transitory computer-readable medium of claim 9 , wherein the first assistance information includes a quality assurance (QA) template for the topic; and

wherein the one or more instructions, that cause the device to transmit the user interface information, cause the device to:

transmit an instruction to synchronize the second user interface with a detected position within the QA template, the detected position within the QA template being based on the event.

13 . The non-transitory computer-readable medium of claim 12 , wherein the one or more instructions further cause the device to:

detect a deviation from the QA template;

identify a corrective instruction for the client device based on detecting the deviation from the QA template; and

transmit another instruction to the client device to provide the corrective instruction.

14 . The non-transitory computer-readable medium of claim 9 , wherein the one or more instructions, that cause the device to transmit the user interface information, cause the device to:

transmit an instruction to provide a feedback request for display via the first user interface; and

wherein the one or more instructions further cause the device to:

receive a feedback response from the user device based on transmitting the instruction to provide the feedback request for display; and

transmit an instruction to the client device to provide additional assistance information for display via the second user interface based on receiving the feedback response.

15 . The non-transitory computer-readable medium of claim 9 , wherein the backend task is at least one of:

a processing task,

an information retrieval task, or

a communication task.

16 . The non-transitory computer-readable medium of claim 9 , wherein the one or more instructions, that cause the device to generate the assistance information, cause the device to:

receive user data associated with a user of the user device; and

generate the filler assistance information based on the user data.

17 . A method, comprising:

receiving, by a device, a request for a calling session associated with a topic;

establishing, by the device, the calling session between a user device with a first user interface and a client device with a second user interface,

wherein the second user interface is provided with first assistance information associated with the topic;

monitoring, based on establishing the calling session, multimedia communications associated with the calling session;

detecting, based on monitoring the multimedia communications associated with the calling session, an event associated with the calling session,

wherein detecting the event comprises determining that a backend task is associated with a predicted time delay that satisfies a time delay threshold;

identifying, using an artificial intelligence model, second assistance information to serve to at least one of the user device or the client device based on detecting the event; and

transmitting, by the device, user interface information to the at least one of the user device or the client device to cause a respective user interface to provide the second assistance information for display,

wherein transmitting the user interface information comprises transmitting an instruction to provide filler assistance information associated with the predicted time delay.

18 . The method of claim 17 , wherein generating the second assistance information comprises:

generating a transcription of the multimedia communications; and

wherein transmitting the user interface information comprises:

transmitting an instruction to provide the transcription for display via at least one of the first user interface or the second user interface.

Assignments (1)

Continuity (1)

References Cited (9)