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公开(公告)号：US11201966B1
公开(公告)日：2021-12-14
申请号：US17001824
申请日：2020-08-25
Applicant: Bank of America Corporation
Inventor： Christopher Keith Restorff , Joshua Maki , Emad Noorizadeh , Ramakrishna R. Yannam , Jie Zhang Nissel
Abstract: An interactive voice response system for interpreting sentiment of a conversation in real time is provided. The system may include a receiver. The receiver may be operable to receive a plurality of sentiment signals and a first portion of a conversation. The first portion of the conversation may include a plurality of interaction pairs. Each interaction pair may include an utterance and a system response. The system may include an utterance sentiment category determination module that may be operable to determine a sentiment category for each utterance. The system may include a sequential module. The sequential module may determine a conversation sentiment category based on the utterance sentiment categories and the order in which the utterance sentiment categories are received. The system may include an output module. The output module may output the conversation sentiment category. The conversation sentiment category may be used to determine a future system response.
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公开(公告)号：US12080294B2
公开(公告)日：2024-09-03
申请号：US18469420
申请日：2023-09-18
Applicant: BANK OF AMERICA CORPORATION
Inventor： Ashwini Patil , Ramakrishna R. Yannam , Ion Gerald McCusker , Saahithi Chillara , Ravisha Andar , Emad Noorizadeh , Priyank R. Shah , Yogesh Raghuvanshi , Sushil Golani , Christopher Keith Restorff
CPC classification number: G10L15/22 , G06N7/01 , G06N20/00 , G10L2015/225
Abstract: An apparatus includes a memory and a processor. The memory stores first and second machine learning algorithms. The processor receives, from a user, voice signals associated with an information request and converts them into text. The processor uses the first machine learning algorithm to determine, based on the text, to automatically generate a reply to the request, rather than transmitting the request to an agent. The processor uses the second machine learning algorithm to generate, based on the set of text, the reply, which it transmits to the user. The processor receives feedback associated with the reply, indicating that the reply does or does not include the requested information. The processor uses the feedback to update either or both machine learning algorithms.
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公开(公告)号：US20220310085A1
公开(公告)日：2022-09-29
申请号：US17212076
申请日：2021-03-25
Applicant: BANK OF AMERICA CORPORATION
Inventor： Ashwini Patil , Ramakrishna R. Yannam , Ion Gerald McCusker , Saahithi Chillara , Ravisha Andar , Emad Noorizadeh , Priyank R. Shah , Yogesh Raghuvanshi , Sushil Golani , Christopher Keith Restorff
Abstract: An apparatus includes a memory and a processor. The memory stores first and second machine learning algorithms. The processor receives, from a user, voice signals associated with an information request and converts them into text. The processor uses the first machine learning algorithm to determine, based on the text, to automatically generate a reply to the request, rather than transmitting the request to an agent. This determination indicates that the text is associated with a probability that the automatically generated reply includes the requested information that is greater than a threshold. The processor uses the second machine learning algorithm to generate, based on the set of text, the reply, which it transmits to the user. The processor receives feedback associated with the reply, indicating that the reply does or does not include the requested information. The processor uses the feedback to update either or both machine learning algorithms.
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公开(公告)号：US11798551B2
公开(公告)日：2023-10-24
申请号：US17212076
申请日：2021-03-25
Applicant: BANK OF AMERICA CORPORATION
Inventor： Ashwini Patil , Ramakrishna R. Yannam , Ion Gerald McCusker , Saahithi Chillara , Ravisha Andar , Emad Noorizadeh , Priyank R. Shah , Yogesh Raghuvanshi , Sushil Golani , Christopher Keith Restorff
IPC: G10L15/00 , G10L13/027 , G10L15/22 , G06N20/00 , G06N7/01
CPC classification number: G10L15/22 , G06N7/01 , G06N20/00 , G10L2015/225
Abstract: An apparatus includes a memory and a processor. The memory stores first and second machine learning algorithms. The processor receives, from a user, voice signals associated with an information request and converts them into text. The processor uses the first machine learning algorithm to determine, based on the text, to automatically generate a reply to the request, rather than transmitting the request to an agent. This determination indicates that the text is associated with a probability that the automatically generated reply includes the requested information that is greater than a threshold. The processor uses the second machine learning algorithm to generate, based on the set of text, the reply, which it transmits to the user. The processor receives feedback associated with the reply, indicating that the reply does or does not include the requested information. The processor uses the feedback to update either or both machine learning algorithms.
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Patent Agency Ranking
5.发明申请公开(公告)号：US20220020083A1
公开(公告)日：2022-01-20
申请号：US16928359
申请日：2020-07-14
Applicant: Bank of America Corporation
Inventor： Christopher Keith Restorff , Caitlin Rose Chrisman , Shalini Johar , Murlidhar Reddy Gummakonda , Ashley Lauren Rozek , Gregory Hugh Gunn , Kevin Cole , Pamela Fong , Diane S. Cannato , Prashanth Vallabhaneni
Abstract: An entity may generate generic notifications for transmittal to a plurality of customers. One of the notifications may not be properly customized for a customer to whom the notification is scheduled for deployment. A system is provided that generates and refines generic notifications using artificial intelligence (“AI”). The system may include an application server running an AI engine for periodically monitoring, at a given point in time, historical customer data relating to less than a predetermined number of customers to ensure reduced, relative to a predetermined baseline, processing usage. The AI engine may determine, during the monitoring, that notifications transmitted by the platform to one of the customers have failed to elicit a positive response from the customer. The determination may prompt the AI engine to put the generic notification on hold for the customer and to perform additional steps to alter the generic notification to a targeted notification.
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公开(公告)号：US20240013787A1
公开(公告)日：2024-01-11
申请号：US18469420
申请日：2023-09-18
Applicant: BANK OF AMERICA CORPORATION
Inventor： Ashwini Patil , Ramakrishna R. Yannam , Ion Gerald McCusker , Saahithi Chillara , Ravisha Andar , Emad Noorizadeh , Priyank R. Shah , Yogesh Raghuvanshi , Sushil Golani , Christopher Keith Restorff
CPC classification number: G10L15/22 , G06N20/00 , G06N7/01 , G10L2015/225
Abstract: An apparatus includes a memory and a processor. The memory stores first and second machine learning algorithms. The processor receives, from a user, voice signals associated with an information request and converts them into text. The processor uses the first machine learning algorithm to determine, based on the text, to automatically generate a reply to the request, rather than transmitting the request to an agent. The processor uses the second machine learning algorithm to generate, based on the set of text, the reply, which it transmits to the user. The processor receives feedback associated with the reply, indicating that the reply does or does not include the requested information. The processor uses the feedback to update either or both machine learning algorithms.
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公开(公告)号：US11457110B2
公开(公告)日：2022-09-27
申请号：US17451357
申请日：2021-10-19
Applicant: Bank of America Corporation
Inventor： Christopher Keith Restorff , Joshua Maki , Emad Noorizadeh , Ramakrishna R. Yannam , Jie Zhang Nissel
Abstract: An interactive voice response system for interpreting sentiment of a conversation in real time is provided. The system may include a receiver. The receiver may be operable to receive a plurality of sentiment signals and a first portion of a conversation. The first portion of the conversation may include a plurality of interaction pairs. Each interaction pair may include an utterance and a system response. The system may include an utterance sentiment category determination module that may be operable to determine a sentiment category for each utterance. The system may include a sequential module. The sequential module may determine a conversation sentiment category based on the utterance sentiment categories and the order in which the utterance sentiment categories are received. The system may include an output module. The output module may output the conversation sentiment category. The conversation sentiment category may be used to determine a future system response.
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公开(公告)号：US20220103688A1
公开(公告)日：2022-03-31
申请号：US17451357
申请日：2021-10-19
Applicant: Bank of America Corporation
Inventor： Christopher Keith Restorff , Joshua Maki , Emad Noorizadeh , Ramakrishna R. Yannam , Jie Zhang Nissel
Abstract: An interactive voice response system for interpreting sentiment of a conversation in real time is provided. The system may include a receiver. The receiver may be operable to receive a plurality of sentiment signals and a first portion of a conversation. The first portion of the conversation may include a plurality of interaction pairs. Each interaction pair may include an utterance and a system response. The system may include an utterance sentiment category determination module that may be operable to determine a sentiment category for each utterance. The system may include a sequential module. The sequential module may determine a conversation sentiment category based on the utterance sentiment categories and the order in which the utterance sentiment categories are received. The system may include an output module. The output module may output the conversation sentiment category. The conversation sentiment category may be used to determine a future system response.
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9.发明授权公开(公告)号：US11282136B2
公开(公告)日：2022-03-22
申请号：US16928359
申请日：2020-07-14
Applicant: Bank of America Corporation
Inventor： Christopher Keith Restorff , Caitlin Rose Chrisman , Shalini Johar , Murlidhar Reddy Gummakonda , Ashley Lauren Rozek , Gregory Hugh Gunn , Kevin Cole , Pamela Fong , Diane S. Cannato , Prashanth Vallabhaneni
Abstract: An entity may generate generic notifications for transmittal to a plurality of customers. One of the notifications may not be properly customized for a customer to whom the notification is scheduled for deployment. A system is provided that generates and refines generic notifications using artificial intelligence (“AI”). The system may include an application server running an AI engine for periodically monitoring, at a given point in time, historical customer data relating to less than a predetermined number of customers to ensure reduced, relative to a predetermined baseline, processing usage. The AI engine may determine, during the monitoring, that notifications transmitted by the platform to one of the customers have failed to elicit a positive response from the customer. The determination may prompt the AI engine to put the generic notification on hold for the customer and to perform additional steps to alter the generic notification to a targeted notification.
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