公开(公告)号：US20240187522A1

公开(公告)日：2024-06-06

申请号：US18074674

申请日：2022-12-05

Applicant: Bank of America Corporation

Inventor： Ramakrishna R. Yannam ,  Prejish Thomas ,  Ion Gerald McCusker ,  Emad Noorizadeh ,  Ravisha Andar

IPC: H04M3/51

CPC classification number: H04M3/5133 ,  H04M3/5166

Abstract: Apparatus and methods for a chatbot deflection program are provided. A chatbot may receive an input it is unable to answer or parse. The chatbot may transfer the chat to an agent for a response. The chatbot may provide a search field for the agent. The agent may review the input and query the chatbot. The chatbot may provide an answer. The agent may provide a response to the input, using the answer. The response may be transmitted to the user. The chat may be transferred back to the chatbot.

公开(公告)号：US11989115B2

公开(公告)日：2024-05-21

申请号：US17751910

申请日：2022-05-24

Applicant: Bank of America Corporation

Inventor： Ramakrishna R. Yannam ,  Martin Goettmann

IPC: G06F9/44 ,  G06F11/36

CPC classification number: G06F11/3664 ,  G06F11/3688

Abstract: This application describes apparatus and methods for an agent-side simulator for testing chatbot systems. The agent-side simulator may be configured to mimic behavior of a human agent in a chatbot testing environment. The agent-side simulator may throttle the amount of data and the frequency of speed at which the data is processed by components of the chatbot system. The agent-side simulator may test how much data that can be processed by a chatbot system and the speed which a target volume of data can be processed by the chatbot system. The agent-side simulator may build an agent profiles for different chat conversations. A first agent profile may be used to simulate conversations that require slower response times. A second agent profile may be used to simulate conversations that require faster response times. The agent-side simulator may not perform chat session handling to minimize computing resources consumed by the agent-side simulator.

公开(公告)号：US11895062B2

公开(公告)日：2024-02-06

申请号：US17363574

申请日：2021-06-30

Applicant: Bank of America Corporation

Inventor： Ramakrishna R. Yannam ,  Priyank R. Shah ,  Castigliana Cimpian ,  Sushil Golani

IPC: H04L51/02 ,  G06N20/00 ,  H04L69/08 ,  G06F16/903 ,  G06F40/58

CPC classification number: H04L51/02 ,  G06N20/00 ,  H04L69/08 ,  G06F16/903 ,  G06F40/58

Abstract: A system for responding to external requests received at an internal bot network is provided. The system may include an internal bot network including a plurality of internal bots. The plurality of internal bots may interact with a plurality of external bots. The system may include a translation layer/barrier. Each bot included in the plurality of internal bots and the plurality of external bots may be resident on one or more hardware processors. Each external bot may communicate using its own unique set of external specifications. Each internal bot may communicate using a universal set of internal specifications and is prevented from communicating using a set of external specifications. The translation layer/barrier may intercept requests and responses between the plurality of internal bots and the plurality of external bots. The translation layer/barrier reformats intercepted requests and responses to correspond to the set of specifications specific to the receiving bot.

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.

公开(公告)号：US11782974B2

公开(公告)日：2023-10-10

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: G06F7/00 ,  G06F16/63 ,  G06N20/00

CPC classification number: 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：US20230169958A1

公开(公告)日：2023-06-01

申请号：US17539314

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: G10L15/16 ,  G10L15/18 ,  G10L15/22

CPC classification number: G10L15/16 ,  G10L15/1815 ,  G10L15/22 ,  G10L2015/081

Abstract: Apparatus and methods for leveraging machine learning and artificial intelligence to generate a response to 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. The methods may further include, based on the utterance intent, the label and the score, to output a response.

公开(公告)号：US20220351058A1

公开(公告)日：2022-11-03

申请号：US17243750

申请日：2021-04-29

Applicant: Bank of America Corporation

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

IPC: G06N5/04 ,  G06F40/35 ,  G06F40/279 ,  G06F11/34 ,  H04L12/58

Abstract: Methods and apparatus for parallel intent processing at a network of chatbots may be provided. A query may be received at a user interface. The query may be transmitted to multiple chatbots at the same time. Each chatbot may identify an intent for the query. Each chatbot may also identify a percentage of accuracy that the chatbot considers that the intent corresponds to the query. The chatbots may present the intents to the user interface. The user interface may rank the intents. The user interface may display the ranked intents to the user. The user interface may receive an intent selection from the user. The user interface may direct the user to the chatbot that identified the selected intent.

公开(公告)号：US11115530B1

公开(公告)日：2021-09-07

申请号：US16908893

申请日：2020-06-23

Applicant: Bank of America Corporation

Inventor： Ravisha Andar ,  Ramakrishna R. Yannam ,  Ashwini Patil ,  Priyank R. Shah

IPC: H04M3/493 ,  G06F40/40 ,  H04M3/42

Abstract: When a caller initiates a conversation with an interactive voice response (“IVR”) system, the caller may be transferred to a live agent. Apparatus and methods are provided for integrating automated tools and artificial intelligence (“AI”) into the interaction with the IVR system. The automated tools and AI may track the conversation to decipher when to transfer the caller to the agent. The agent may determine which machine generated responses are appropriate for the caller. AI may be leveraged to suggest responses for both caller and agent while they are interacting with each other. The agent may transfer back the caller to the IVR system along with the appropriate machine generated response to maintain efficiency and shorten time of human agent interaction.

公开(公告)号：US10951720B2

公开(公告)日：2021-03-16

申请号：US15427506

申请日：2017-02-08

Applicant: BANK OF AMERICA CORPORATION

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

IPC: H04L29/08 ,  G06N20/00 ,  G06N5/04 ,  G06F40/279 ,  G06F40/289 ,  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：US20190362710A1

公开(公告)日：2019-11-28

申请号：US15987079

申请日：2018-05-23

Applicant: Bank of America Corporation

Inventor： Ramakrishna R. Yannam ,  Viju Kothuvatiparambil ,  Donatus Asumu

IPC: G10L15/10 ,  G06F17/16 ,  G10L15/197 ,  G10L15/28

Abstract: Apparatus for mapping a user utterance onto a plurality of intents is provided. The apparatus may include an intent training database that includes a plurality of tokens and intents. The apparatus may include a processor. The processor may utilize a token-intent map to generate a token-row map and an intent-column map. The processor may map the plurality of tokens onto a token-intent matrix. The processor may generate a token-cognitive matrix, a cognitive-comprehension matrix and an intent-cognitive matrix from the decomposition. The cognitive-comprehension matrix may be the space of entanglement between the token-cognitive matrix and the intent-cognitive matrix. The processor may reduce the rank of the cognitive-comprehension matrix. The processor may compute a plurality of token vectors from a computation of the token-cognitive matrix and the cognitive-comprehension matrix. The processor may compute a plurality of intent-cognitive vectors from a computation of the cognitive-comprehension matrix and the intent-cognitive matrix.