# US 12,764,229 B2 · Chatbot deflection

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- Number: US 12,764,229 B2
- Document ID: US12764229B2
- Status: Granted
- Kind: B2
- Application number: 18/074,674
- Filed: 2022-12-05
- Published: 2024-06-06
- Granted: 2026-10-13
- Earliest claimed: 2022-12-05
- Assignees: Bank of America Corporation
- Applicants: Bank of America Corporation
- Inventors: Ramakrishna R. Yannam; Prejish Thomas; Ion Gerald McCusker; Emad Noorizadeh; Ravisha Andar
- Web page: https://patentgrep.com/patent/US12764229B2

## CPC

- H04M 3/5133: {Operator terminal details}
- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## 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.

## Claims

### Claim 1

An automatic chatbot deflection computer program product, the computer program product comprising executable instructions, the executable instructions when executed by a processor on a computer system:
receive an input from a user within a chat with a chatbot;
determine, through only an artificial intelligence algorithm, that the input be forwarded to a human agent to provide an answer when the chatbot is unable to answer the input to a threshold degree of confidence;
transfer the chat to a display proximate to the agent;
display the input to the agent;
provide a separate search display to the agent;
receive a search request from the agent within the search display;
determine an answer to the search request;
provide, to the agent, the answer to the search request;
receive a response, from the agent, to the input;
transmit the response to the user; and
transfer the chat back to the chatbot;
wherein:
the determination that the input be forwarded to the human agent to provide an answer analyzes, at least:
the input;
past history of the user interacting with the chatbot; and
context of the input; and
the search request relates to the input; and
the user is unaware that the agent viewed the chat to assist the chatbot.

### Claim 2 (depends on 1)

The automatic chatbot deflection computer program product of claim 1 wherein the answer is in computer-readable code.

### Claim 3 (depends on 2)

The automatic chatbot deflection computer program product of claim 2 wherein the response comprises the agent copying and pasting the computer-readable code, and the computer-readable code is translated to plain-text.

### Claim 4 (depends on 2)

The automatic chatbot deflection computer program product of claim 2 wherein the computer-readable code executes an action after the agent pastes the computer-readable code into a dialogue box.

### Claim 5 (depends on 4)

The automatic chatbot deflection computer program product of claim 4 wherein the action comprises transferring the chat back to the chatbot.

### Claim 6 (depends on 4)

The automatic chatbot deflection computer program product of claim 4 wherein the action comprises converting the computer-readable code into a format accessible to the user.

### Claim 7 (depends on 1)

The automatic chatbot deflection computer program product of claim 1 wherein the response comprises the agent copying and pasting the answer to the search request.

### Claim 8 (depends on 1)

The automatic chatbot deflection computer program product of claim 1 wherein the chat is text-based.

### Claim 9 (depends on 1)

The automatic chatbot deflection computer program product of claim 1 wherein the chat is voice-based.

### Claim 10 (depends on 1)

The automatic chatbot deflection computer program product of claim 1 wherein past history of the user is transferred to the display.

### Claim 11 (depends on 1)

The automatic chatbot deflection computer program product of claim 1 wherein past history of the chat is transferred to the display.

### Claim 12 (depends on 1)

The automatic chatbot deflection computer program product of claim 1 wherein the answer is determined by the search request and the past history of the user interacting with the chatbot.

### Claim 13 (depends on 1)

The automatic chatbot deflection computer program product of claim 1 wherein the input, search request, answer, and response are:
stored by the program; and
analyzed, through one or more algorithms, to train the chatbot for one or more future inputs.

### Claim 14

An apparatus for automatic chatbot deflection, the apparatus comprising:
a central server, the central server including:
a server communication link;
a server processor; and
a server non-transitory memory configured to store at least:
a server operating system; and
a chatbot including an automatic chatbot deflection module; and
an agent device proximate to a human agent, the agent device including:
a device communication link;
a device processor;
a device graphical user interface; and
a device non-transitory memory configured to store at least:
a device operating system; and
an interface in electronic communication over the device communication link with the chatbot;
wherein the automatic chatbot deflection module:
receives an input from a user within a chat with the chatbot;
determines, through only an artificial intelligence algorithm, that the input be forwarded to the agent to provide an answer when the chatbot is unable to answer the input to a threshold degree of confidence;
transfers the chat to the device graphical user interface;
displays the input to the agent;
provides a separate search field to the agent;
receives a search request from the agent within the search field;
determines an answer to the search request;
provides, to the agent, the answer to the search request;
receives a response within a text field, from the agent, to the input;
transmits the response to the user; and
transfers the chat back to the chatbot; and
wherein the user is unaware that the agent viewed the chat to assist the chatbot.

### Claim 15 (depends on 14)

The apparatus of claim 14 wherein, to determine when to transfer the chat to the agent, the chatbot deflection module analyzes, at least:
past history of the user interacting with an entity;
past history of the user interacting with the chatbot;
the input; and
context of the input.

### Claim 16 (depends on 14)

The apparatus of claim 14 wherein the chatbot deflection module is graphically displayed on the interface.

### Claim 17 (depends on 14)

The apparatus of claim 14 wherein the chatbot deflection module further stores the input, search request, answer, and response in a database at the central server.

### Claim 18

A method for automatically deflecting a chatbot to a human agent, the method comprising:
receiving an input from a user within a chat with a chatbot located at a central server;
determining, at a chatbot deflection module located at the central server, through only an artificial intelligence algorithm, that the input be forwarded to the agent to provide an answer to the input;
transferring the chat to a device graphical user interface (“dGUI”) proximate to the agent, wherein the dGUI comprises at least three distinct fields:
a chat history field;
a search field; and
a text response field;
displaying the input to the agent in the chat history field;
displaying a history of the chat to the agent in the chat history field;
receiving a search request from the agent within the search field;
determining an answer to the search request;
providing, to the agent, the answer to the search request in the search field;
receiving a response within the text response field, from the agent, to the input;
transmitting the response to the user; and
transferring the chat back to the chatbot;
wherein the user is unaware that the agent viewed the chat to assist the chatbot.

### Claim 19 (depends on 18)

The method of claim 18 further comprising:
storing, in a database:
the input;
the history of the chat;
the search request;
the answer;
the response; and
metadata.

### Claim 20 (depends on 19)

The method of claim 19 further comprising training the chatbot with data stored in the database.