公开(公告)号：US11381529B1

公开(公告)日：2022-07-05

申请号：US16719777

申请日：2019-12-18

申请人： Wells Fargo Bank, N.A.

发明人： Kimarie Pike Matthews ,  Richard Castanho ,  Germaine S. Chee ,  Robin J. Cusimano ,  Brett D. Ehrlich ,  Tyua Larsen Fraser ,  Colleen Reardon Graham ,  Gregory Scott Hill ,  James W. Pedersen ,  Timothy J. Shipman

IPC分类号： H04L51/02 ,  G06F3/0482 ,  H04L51/04 ,  G06F3/04847 ,  G10L25/63 ,  G10L15/22 ,  G10L15/18 ,  G10L13/00 ,  G06N20/00 ,  G06F16/9535 ,  G06F16/435 ,  G06F17/00

摘要： Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.

公开(公告)号：US20240056404A1

公开(公告)日：2024-02-15

申请号：US18493337

申请日：2023-10-24

申请人： Wells Fargo Bank, N.A.

发明人： Kimarie Pike Matthews ,  Richard Castanho ,  Germaine S. Chee ,  Robin J. Cusimano ,  Brett D. Ehrlich ,  Tyua Larsen Fraser ,  Colleen Reardon Graham ,  Gregory Scott Hill ,  James W. Pedersen ,  Timothy J. Shipman

IPC分类号： H04L51/02 ,  G06F3/0482 ,  G06F3/04847 ,  H04L51/04

CPC分类号： H04L51/02 ,  G06F3/0482 ,  G06F3/04847 ,  H04L51/04 ,  G10L15/22

摘要： Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.

公开(公告)号：US11824820B1

公开(公告)日：2023-11-21

申请号：US17806387

申请日：2022-06-10

申请人： Wells Fargo Bank, N.A.

发明人： Kimarie Pike Matthews ,  Richard Castanho ,  Germaine S Chee ,  Robin J. Cusimano ,  Brett D. Ehrlich ,  Tyua Larsen Fraser ,  Colleen Reardon Graham ,  Gregory Scott Hill ,  James W. Pedersen ,  Timothy J. Shipman

IPC分类号： H04L51/02 ,  G06F3/04847 ,  G06F3/0482 ,  H04L51/04 ,  G06N20/00 ,  G10L13/00 ,  G06F16/9535 ,  G10L25/63 ,  G06F16/435 ,  G10L15/18 ,  G10L15/22 ,  G06F17/00 ,  H04L5/04

CPC分类号： H04L51/02 ,  G06F3/0482 ,  G06F3/04847 ,  H04L5/04 ,  G06F16/437 ,  G06F16/9535 ,  G06N20/00 ,  G10L13/00 ,  G10L15/1815 ,  G10L15/22 ,  G10L25/63

摘要： Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.