US 2026/0065232 A1Published application

Pre-appointment routing using an artificial intelligence assistant

AssigneeWells Fargo Bank, N.A.

InventorsLeah D. Guinyard, Jeanette Imai, Mojgan Madadi, Michelle L. Mercado

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Abstract

Systems and techniques for pre-appointment routing may be used to categorize a branch appointment request. An example technique may include receiving a branch appointment request. The example technique may include using a trained machine learning model to classify the branch appointment request into one of at least two categories. The example technique may include, in accordance with a determination that the branch appointment request is classified in an online category, output a link to perform the associated action for display to a user interface. The example technique may include in accordance with a determination by the trained machine learning model the branch appointment request is classified in an in-person category, output an upload request for a document to the user interface, the document pertaining to the branch appointment request.

Claims20

Dependent claims

At least one non-transitory machine-readable medium including instructions, which when executed by processing circuitry, cause the processing circuitry to perform operations to:

receive, via a user interface, a branch appointment request from a customer, the branch appointment request having an associated action;
use a trained machine learning model to classify the branch appointment request into one of at least two categories, the at least two categories including:
an online category indicating the associated action is performable online;
and
an in-person category indicating the associated action is performable at a branch;
output, for display to the user interface, in accordance with a determination by the trained machine learning model that the branch appointment request is classified in the online category, a link to perform the associated action;
and
in accordance with a determination by the trained machine learning model that the branch appointment request is classified in the in-person category:
output an upload request for a document to the user interface, the document pertaining to the branch appointment request;
receive the document from the customer;
and
output a link to schedule a branch appointment according to the branch appointment request.

9 more elements

A system comprising:

processing circuitry;
and
memory, including instructions, which when executed by the processing circuitry, cause the processing circuitry to:
receive, via a user interface, a branch appointment request from a customer, the branch appointment request having an associated action;
use a trained machine learning model to classify the branch appointment request into one of at least two categories, the at least two categories including:
an online category indicating the associated action is performable online;
and
an in-person category indicating the associated action is performable at a branch;
and
output, for display to the user interface, in accordance with a determination by the trained machine learning model that the branch appointment request is classified in the online category, a link to perform the associated action;
in accordance with a determination by the trained machine learning model that the branch appointment request is classified in the in-person category:
output an upload request for a document to the user interface, the document pertaining to the branch appointment request;
receive the document from the customer;
and
output a link to schedule a branch appointment according to the branch appointment request.

12 more elements

Dependencies are inferred from the claim text.