US 12,743,639 B2Granted

Voice AI container

AssigneeBank of America Corporation

InventorsSandeep Verma, Nandini Rathaur, Amit Mishra, Srinivas Dundigalla, Pavan Chayanam

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Abstract

Methods are provided for an artificial intelligence (“AI”) agent answering a call within a voice AI container. The methods may include the AI agent receiving the call from a human caller within the voice AI container, the call may include a query. The methods may include parsing the query to identify context associated with the query. The methods may include identifying using the context an intent of the query. The methods may include determining whether a first valid mapping stored within a backend database, located in the voice AI container, is associated with the intent of the query. The methods may include loading the first valid mapping. The methods may include navigating an agent screen using the loaded valid mapping. The methods may include gathering information required to satisfy the intent of the query. The methods may include relaying the information to the human caller.

Claims16

Dependent claims

A method for an artificial intelligence (“AI”) agent answering a call within a voice AI container, the method comprising:

receiving, at the voice AI container in a first receiving step, the call from a human caller, the call comprising a query;
parsing, by the AI agent, the query to identify context associated with the query;
identifying, by the AI agent in a first identifying step using the context, an intent of the query;
and
determining, by the AI agent in a first determining step, whether a first valid mapping stored within a backend database is associated with the intent of the query, the backend database being located within the voice AI container;
wherein the context comprises a content of the query and at least one of:
a time the call was placed, a location from which the call was placed, and a history of previous calls placed;
and
wherein the first valid mapping comprises a set of steps taken to satisfy the intent of the query;
wherein:
there is a plurality of valid mappings stored in the backend database;
each of the plurality of valid mappings is associated with a respective one of a plurality of intents of the query;
each of the plurality of valid mappings are created by the following steps:
identifying, by a machine learning agent located within the voice AI container in a third identifying step, the respective one of the plurality of intents of the query;
navigating, by the machine learning agent in a second navigating step, an agent screen, located within the voice AI container, to gather information to satisfy the respective one of the plurality of intents of the query;
capturing agent screen navigation data during the second navigating step;
associating the agent screen navigation data with the respective one of the plurality of intents of the query;
creating, in a second creating step, a respective automated screen navigation script using the agent screen navigation data and an associated intent of the query;
creating, in a third creating step, a respective one of the plurality of valid mappings using the respective automated screen navigation script and the associated intent of the query;
and
storing the respective one of the plurality of valid mappings in the backend database.

18 more elements

A method for an artificial intelligence (“AI”) agent answering a call within a voice AI container, the method comprising:

receiving, at the voice AI container in a first receiving step, the call from a human caller, the call comprising a query;
parsing, by the AI agent, the query to identify context associated with the query;
identifying, by the AI agent in a first identifying step using the context, an intent of the query;
and
determining, by the AI agent in a first determining step, absence of a first valid mapping associated with the intent of the query, the absence being limited to any location within a backend database, the backend database being located within the voice AI container;
wherein the context comprises a content of the query and at least one of:
a time the call was placed, a location from which the call was placed, and a history of previous calls placed;
wherein the first valid mapping comprises a set of steps taken to satisfy the intent of the query;
identifying, by the AI agent in a second identifying step, a machine learning agent that is actively assigned to the voice AI container;
passing, by the AI agent, control of the call to the machine learning agent;
and
the machine learning agent responding, in a first responding step, to the human caller.

9 more elements

A method for an artificial intelligence (“AI”) agent answering a call within a voice AI container, the method comprising:

receiving, at the voice AI container in a first receiving step, the call from a human caller, the call comprising a query;
parsing, by the AI agent, the query to identify context associated with the query;
identifying, by the AI agent in a first identifying step using the context, an intent of the query;
determining, by the AI agent in a first determining step, whether a first valid mapping stored within a backend database is associated with the intent of the query, the backend database being located within the voice AI container;
receiving, by the AI agent in a second receiving step, the first valid mapping from the backend database;
loading, by the AI agent in a first loading step, the first valid mapping to an agent screen located within the voice AI container;
wherein:
the first valid mapping comprises a first automated screen navigation script;
and
the first loading step comprises loading the first automated screen navigation script on the agent screen and navigating, in a first navigating step, the agent screen using the first automated screen navigation script to gather information required to respond to the intent of the query;
identifying, by the AI agent in a second identifying step, a human agent that is actively assigned to the voice AI container;
loading, in a second loading step, an agent voice and speech profile associated with the human agent from an agent speech profile database located in the voice AI container;
and
relaying, by the AI agent, using the agent voice and speech profile associated with the human agent, the information to the human caller;
wherein the context comprises a content of the query and at least one of:
a time the call was placed, a location from which the call was placed, a history of previous calls placed, grammar and syntax of the query, a language which was used by the human caller, a pace that the human caller was speaking, an amount of words the human caller used for the query and a tone of the human caller;
and
wherein the first valid mapping comprises a set of steps taken to respond to the intent of the query.

15 more elements

Dependencies are inferred from the claim text.

Facts

Application: 18/208,912Filed 13 Jun 2023
Published: US 2024/0419983 A119 Dec 2024
Granted: 22 Sep 2026
Term ends: Not estimatedThe source records don’t support an estimate.

Classification7 codes

G06N 5/022
Knowledge representation; Symbolic representation: knowledge engineering; Knowledge acquisition
G06F 16/24575
With adaptation to user needs: using context
G06F 16/25
Of structured data, e.g. relational data: integrating or interfacing systems involving database management systems
H04M 3/5166
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: in combination with…