公开(公告)号：US20250150536A1

公开(公告)日：2025-05-08

申请号：US18387970

申请日：2023-11-08

Applicant: Bank of America Corporation

Inventor： Nipun Mahajan ,  Amit Mishra ,  Yogesh Raghuvanshi ,  S. B. Pravin Kumar ,  Balaji Sugumar ,  Yaksh Kumar Singh

IPC: H04M3/523

Abstract: Arrangements for intelligent call routing are provided. Audio data from a call between an agent device and a user device may be received and a topic of the call and metadata may be extracted from the audio data. The extracted topic and metadata may be compared to an alert signals database to output whether an alert will be attached to the call. Agent parameters associated with the agent who is part of the call may be identified. A machine learning model may be executed by inputting, to the model, the extracted topic, extracted metadata, the output of whether the alert will be attached to the call, and the agent parameters, to output a routing signal. Based on the routing signal, a second call communication session may be initiated between the agent computing device and a computing device of at least one of another agent or a supervisor.

公开(公告)号：US12301761B1

公开(公告)日：2025-05-13

申请号：US18387970

申请日：2023-11-08

Applicant: Bank of America Corporation

Inventor： Nipun Mahajan ,  Amit Mishra ,  Yogesh Raghuvanshi ,  S. B. Pravin Kumar ,  Balaji Sugumar ,  Yaksh Kumar Singh

IPC: H04M3/523 ,  H04M3/51

Abstract: Arrangements for intelligent call routing are provided. Audio data from a call between an agent device and a user device may be received and a topic of the call and metadata may be extracted from the audio data. The extracted topic and metadata may be compared to an alert signals database to output whether an alert will be attached to the call. Agent parameters associated with the agent who is part of the call may be identified. A machine learning model may be executed by inputting, to the model, the extracted topic, extracted metadata, the output of whether the alert will be attached to the call, and the agent parameters, to output a routing signal. Based on the routing signal, a second call communication session may be initiated between the agent computing device and a computing device of at least one of another agent or a supervisor.

公开(公告)号：US20250150535A1

公开(公告)日：2025-05-08

申请号：US18387981

申请日：2023-11-08

Applicant: Bank of America Corporation

Inventor： Nipun Mahajan ,  Amit Mishra ,  Yogesh Raghuvanshi ,  S. B. Pravin Kumar ,  Balaji Sugumar ,  Yaksh Kumar Singh ,  Sushil Golani ,  Stephanie Ann Hammond

IPC: H04M3/523 ,  G10L15/16 ,  G10L15/18

Abstract: Arrangements for machine learning-based dynamic learning are provided. In some examples, audio data associated with a plurality of calls may be received and analyzed to identify a topic and sub-topic of each call and metadata of each call. Feedback data may also be received. A machine learning model may be executed by inputting, to the model, the identified topic and sub-topic and metadata of each call, and the feedback data, to output one or more topics or sub-topics of concern. A plurality of ongoing calls may be monitored to identify an ongoing call related to one of: a topic or sub-topic of concern. A plurality of agents who are not subject matter experts in the identified topic or sub-topic of concern and are available may be identified and joined, via respective computing devices, to the ongoing call in a dynamic learning session.