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

IPC: G10L15/22 ,  G06N20/00 ,  G06N7/01

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.

公开(公告)号：US20230169957A1

公开(公告)日：2023-06-01

申请号：US17539248

申请日：2021-12-01

Applicant: Bank of America Corporation

Inventor： Ramakrishna R. Yannam ,  Isaac Persing ,  Emad Noorizadeh ,  Sushil Golani ,  Hari Gopalkrishnan ,  Dana Patrice Morrow Branch

IPC: G10L15/16 ,  G10L15/06 ,  G10L15/22 ,  G10L15/30

CPC classification number: G10L15/16 ,  G10L15/063 ,  G10L15/22 ,  G10L15/30 ,  G10L2015/0638

Abstract: Apparatus and methods for leveraging machine learning and artificial intelligence to assess a sentiment of an utterance expressed by a user during an interaction between an interactive response system and the user is provided. The methods may include a natural language processor processing the utterance to output an utterance intent. The methods may also include a signal extractor processing the utterance, the utterance intent and previous utterance data to output utterance signals. The methods may additionally include an utterance sentiment classifier using a hierarchy of rules to extract, from a database, a label, the extracting being based on the utterance signals. The methods may further include a sequential neural network classifier using a trained algorithm to process the label and a sequence of historical labels to output a sentiment score.

公开(公告)号：US20220311717A1

公开(公告)日：2022-09-29

申请号：US17738101

申请日：2022-05-06

Applicant: Bank of America Corporation

Inventor： Maruthi Z. Shanmugam ,  Nishant H. Shah ,  Sushil Golani

IPC: H04L51/02 ,  G06Q30/02 ,  G06F40/35 ,  G06Q30/00 ,  G06N5/04

Abstract: A method for encouraging dialogue between, and promoting transparency of said dialogue, a plurality of telecommunicators is provided. The plurality of telecommunicators may include an end user and an agent. The method includes receiving a request for a dialogue from the end user. The request includes a set of end user log-in credentials associated with the end user. The method further includes identifying the agent associated with a set of agent log-in credentials. The agent may respond to the request. The method also distinguishes the end user from the agent based on the set of end user log-in credentials and the set of agent log-in credentials and then instantiates an instance of telecommunications between the end user and the agent based, at least in part, on the distinguishing. Finally, the method includes monitoring the instantiation and displaying to the agent a live customer sentiment score based on a sentiment model.

公开(公告)号：US20220309096A1

公开(公告)日：2022-09-29

申请号：US17212014

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 ,  Pravin Kumar Sankari Bhagavathiappan ,  Yogesh Raghuvanshi ,  Sushil Golani

IPC: G06F16/63 ,  G06N20/00

Abstract: An apparatus includes a memory and processor. The memory stores previous requests and corresponding previous responses. The processor determines that a user device transmitted a new voice request, converts the voice request into a first set of text, and transmits the text to an agent device. The processor applies the machine learning algorithm to the first set of text to generate suggested responses, by identifying patterns shared by the first set of text and a subset of the previous requests that are associated with the suggested responses. The processor transmits the suggested responses to the agent device. The processor then determines that the agent device transmitted voice signals responding to the new request. The processor converts these voice signals into a second set of text. The processor stores the first set of text as a previous request, and the second set of text as a corresponding previous response.

公开(公告)号：US20210182492A1

公开(公告)日：2021-06-17

申请号：US17186441

申请日：2021-02-26

Applicant: BANK OF AMERICA CORPORATION

Inventor： Kevin T. Cole ,  Alicia C. Jones-McFadden ,  Sushil Golani ,  Caitlin Chrisman Bullock ,  Dariane Katinka Hunt ,  Ramakrishna R. Yannam ,  Christian S. Kitchell ,  Matthew Hsieh ,  Shahram Khosraviani ,  Priyank R. Shah ,  Maruthi Shanmugam

IPC: G06F40/289 ,  G06F40/279 ,  H04L29/08 ,  G06N20/00 ,  G06N5/04 ,  G10L15/26

Abstract: Embodiments of the invention are directed to systems, methods, and computer program products for providing a multi-channel cognitive resource platform configured for intelligent, proactive and responsive communication with a user, via a user device. The system is further configured to perform one or more user activities, in an integrated manner, within a single interface of the user device, without requiring the user to operate disparate applications. Furthermore, the system is configured to receive user input through multiple communication channels such as a textual communication channel and an audio communication channel. The system is further configured to switch between the various communication channels seamlessly, and in real-time.

公开(公告)号：US10120858B2

公开(公告)日：2018-11-06

申请号：US14947055

申请日：2015-11-20

Applicant: Bank of America Corporation

Inventor： Ramakrishna R. Yannam ,  Viju Kothuvatiparambil ,  David H. Witting ,  Bharathiraja Krishnamoorthy ,  Mahalakshmi Chandra Sekaran ,  Sushil Golani

IPC: G06F17/30 ,  G06F17/27 ,  G06F3/0482 ,  G06F3/0484

Abstract: Methods for analyzing a query is provided. Methods may include receiving a query from a user. Methods may include dissecting the query into a plurality of word segments. Methods may include determining, based on a predetermined ontology, which of the plurality of words satisfies a predetermined ontological threshold and which words do not satisfy the predetermined ontological threshold. Methods may include discarding the words that do not satisfy the predetermined ontological threshold. Methods may include determining a part of speech associated with each word based on the content of the query. Methods may include determining a concept associated with each word based on the content of the query. Methods may include displaying to the user word that satisfies the predetermined threshold alongside the associated part of speech and associated concept. Methods may include enabling the user to change each word, each concept and each part of speech.

公开(公告)号：US12278926B2

公开(公告)日：2025-04-15

申请号：US18144925

申请日：2023-05-09

Applicant: Bank of America Corporation

Inventor： Emad Noorizadeh ,  Sushil Golani ,  Chris Welles ,  Emmanuel Dibia ,  Jennifer Russell

IPC: H04M3/493 ,  H04M3/42

Abstract: An interactive voice response system for use with a real-time complaint identification system and dashboard may be provided. The interactive voice response system may receive and respond to human callers in real-time. Simultaneously, the interactive voice response system may use a model to transcribe the audio call and identify complaints within the audio calls. Identified complaints may be resolved by one of a plurality of resolution executables. One of the resolution executables may include registering the identified complaint with a complaint register.

公开(公告)号：US11935531B2

公开(公告)日：2024-03-19

申请号：US17539262

申请日：2021-12-01

Applicant: Bank of America Corporation

Inventor： Isaac Persing ,  Emad Noorizadeh ,  Ramakrishna R. Yannam ,  Sushil Golani ,  Hari Gopalkrishnan ,  Dana Patrice Morrow Branch

IPC: G10L15/22 ,  G10L15/06 ,  G10L15/30

CPC classification number: G10L15/22 ,  G10L15/063 ,  G10L15/30 ,  G10L2015/223

Abstract: Apparatus and methods for leveraging machine learning and artificial intelligence to assess a sentiment of an utterance expressed by a user during an interaction between an interactive response system and the user is provided. The methods may include a natural language processor processing the utterance to output an utterance intent. The methods may also include a signal extractor processing the utterance, the utterance intent and previous utterance data to output utterance signals. The methods may additionally include an utterance sentiment classifier using a hierarchy of rules to extract, from a database, a label, the extracting being based on the utterance signals. The methods may further include a sequential neural network classifier using a trained algorithm to process the label and a sequence of historical labels to output a sentiment score.

公开(公告)号：US20240056403A1

公开(公告)日：2024-02-15

申请号：US18380287

申请日：2023-10-16

Applicant: Bank of America Corporation

Inventor： Ramakrishna R. Yannam ,  Priyank R. Shah ,  Emad Noorizadeh ,  Castigliana Cimpian ,  Sushil Golani ,  Hari Gopalkrishnan

IPC: H04L51/02 ,  G06F40/30 ,  G06F16/2457 ,  G06N20/00

CPC classification number: H04L51/02 ,  G06F40/30 ,  G06F16/24578 ,  G06N20/00

Abstract: Methods for building and training a network of chatbots are provided. Methods may perform data analysis on a first chatbot in the network. The first chatbot may include a first domain of intents. The data analysis may identify and rank the intents in the first domain. The first domain may represent answers to a first domain of user queries. Methods may select a predetermined number of highest-ranking intents from the first domain based on the data analysis. Methods may input the selected intents into a second chatbot in the network. The second chatbot may include a second domain of intents. The second domain may represent answers to a second domain of user queries. Methods may input a hook into the second chatbot. The hook may include a trigger word and may correspond to the first domain. When the hook is triggered, the second chatbot may invoke the first chatbot.

公开(公告)号：US11729121B2

公开(公告)日：2023-08-15

申请号：US17243738

申请日：2021-04-29

Applicant: Bank of America Corporation

Inventor： Ramakrishna R. Yannam ,  Priyank R. Shah ,  Emad Noorizadeh ,  Castigliana Cimpian ,  Sushil Golani ,  Hari Gopalkrishnan

IPC: H04L51/02 ,  G06F16/2455 ,  G06F9/54

CPC classification number: H04L51/02 ,  G06F9/54 ,  G06F16/24565

Abstract: A network of chatbots is provided. The network may include a user-facing router for receiving queries and a plurality of chatbots. Each chatbot included in the plurality of chatbots may identify a single logical grouping of a domain, identify a limited number of intents from each other chatbot included in the plurality of chatbots and communicate with each other chatbot included in the plurality of chatbots. When the router receives a query, the router may receive the query with an associated domain. The router may select a chatbot based on the received domain. The router may direct the query to the selected chatbot. The selected chatbot may determine that the domain associated with the query is incorrect. The selected chatbot may identify a second chatbot based on a hook included in the query and identified within the selected chatbot. The selected chatbot may transfer the query to the second chatbot.