Methods and systems for handling incoming client calls
AssigneeRoyal Bank of Canada
InventorsYi Lian, Sara Naeem, Albina Babuk, Noah Ripstein, Cheryl McConachie, Abhishek Bachal, Isabel White
Life of this patent
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Abstract
A method of handling an incoming call from a client includes receiving call data, the voice data including at least voice data generated based on the client's voice during the call. The call data is processed to identify, using at least one trained machine learning model, at least one first action that can be completed during the call by the client without assistance from a human advisor. The client is invited to complete the at least one first action.
Claims20
A method, performed by one or more computer processors, of handling an incoming call from a client, comprising:
- receiving call data comprising at least voice data generated based on the client's voice during the call;
- processing the call data to identify, using at least one trained machine learning model, at least one first action that can be completed during the call by the client without assistance from a human advisor;
- and
- inviting the client to complete the at least one first action.
A system comprising one or more processors and a computer-readable medium storing computer program code configured, when executed by the one or more processors, to cause the one or more processors to perform a method of handling an incoming call from a client, comprising:
- receiving call data comprising at least voice data generated based on the client's voice during the call;
- processing the call data to identify, using at least one trained machine learning model, at least one first action that can be completed during the call by the client without assistance from a human advisor;
- and
- inviting the client to complete the at least one first action.
Dependencies are inferred from the claim text.