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US 12,712,972 B2Granted
System and method for generating and managing a workflow using webhook technology
AssigneeBank of America Corporation
InventorsShailendra Singh, Krishna Rangarao Mamadapur
Life of this patent
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Abstract
In response to detecting that a voice call has been placed by a first user to an interaction entity, a voice spectrogram is generated of a voice interaction between the first user and a second user associated with the interaction entity and a plurality of signal attributes are extracted from the voice spectrogram. Additionally, a content of the voice interaction is extracted from the voice call. Based on the signal attributes and the content of the voice call, an issue is determined. A resolution entity that is configured to resolve the issue is identified and a webhook payload including an indication of the identified issue is transmitted to the resolution entity for resolution of the issue.
Claims20
A system comprising:
- a memory configured to store voice calls;
- and
- a processor communicatively coupled to the memory and configured to:
- detect that a voice call to an interaction node has been placed by a first user using a voice channel, wherein the voice call comprises voice interaction between the first user and a second user associated with the interaction node;
- generate a voice spectrogram of the voice interaction between the first user and the second user, wherein the voice spectrogram is a representation of a voice signal associated with the voice call;
- extract a plurality of signal attributes from the voice spectrogram, wherein each signal attribute represents a characteristic of the voice signal;
- extract a content of the voice interaction from the voice call, wherein the content of the voice interaction comprises words and sentences spoken by the first user and the second user as part of the voice interaction;
- determine, based on the signal attributes and the content, an issue associated with the first user that needs to be resolved, wherein determining the issue associated with the first user comprises:
- assign a numerical score to each of the plurality of signal attributes extracted from the voice spectrogram;
- and
- determine that the issue associated with the first user exists in response to the numerical scores assigned to at least one of the signal attributes exceeding a respective threshold;
- identify a resolution entity that is configured to resolve the issue;
- generate a webhook payload comprising at least an indication of the determined issue associated with the first user;
- and
- route the webhook payload to a pre-configured network address of the resolution entity.
12 more elements
A method comprising:
- detecting that a voice call to an interaction node has been placed by a first user using a voice channel, wherein the voice call comprises voice interaction between the first user and a second user associated with the interaction node;
- generating a voice spectrogram of the voice interaction between the first user and the second user, wherein the voice spectrogram is a representation of a voice signal associated with the voice call;
- extracting a plurality of signal attributes from the voice spectrogram, wherein each signal attribute represents a characteristic of the voice signal;
- extracting a content of the voice interaction from the voice call, wherein the content of the voice interaction comprises words and sentences spoken by the first user and the second user as part of the voice interaction;
- determining, based on the signal attributes and the content, an issue associated with the first user that needs to be resolved, wherein determining the issue associated with the first user comprises:
- assigning a numerical score to each of the plurality of signal attributes extracted from the voice spectrogram;
- and
- determining that the issue associated with the first user exists in response to the numerical scores assigned to at least one of the signal attributes exceeding a respective threshold;
- identifying a resolution entity that is configured to resolve the issue;
- generating a webhook payload comprising at least an indication of the determined issue associated with the first user;
- and
- routing the webhook payload to a pre-configured network address of the resolution entity.
9 more elements
A non-transitory computer-readable medium storing instructions that when executed by a processor causes the processor to:
- detect that a voice call to an interaction node has been placed by a first user using a voice channel, wherein the voice call comprises voice interaction between the first user and a second user associated with the interaction node;
- generate a voice spectrogram of the voice interaction between the first user and the second user, wherein the voice spectrogram is a representation of a voice signal associated with the voice call;
- extract a plurality of signal attributes from the voice spectrogram, wherein each signal attribute represents a characteristic of the voice signal;
- extract a content of the voice interaction from the voice call, wherein the content of the voice interaction comprises words and sentences spoken by the first user and the second user as part of the voice interaction;
- determine, based on the signal attributes and the content, an issue associated with the first user that needs to be resolved, wherein determining the issue associated with the first user comprises:
- assign a numerical score to each of the plurality of signal attributes extracted from the voice spectrogram;
- and
- determine that the issue associated with the first user exists in response to the numerical scores assigned to at least one of the signal attributes exceeding a respective threshold;
- identify a resolution entity that is configured to resolve the issue;
- generate a webhook payload comprising at least an indication of the determined issue associated with the first user;
- and
- route the webhook payload to a pre-configured network address of the resolution entity.
9 more elements
Dependencies are inferred from the claim text.