18387970. Intelligent Routing Signaling System (Bank of America Corporation)
Intelligent Routing Signaling System
Organization Name
Inventor(s)
Nipun Mahajan of Lawrenceville NJ US
Yogesh Raghuvanshi of Pennington NJ US
S. B. Pravin Kumar of Nagercoil IN
Yaksh Kumar Singh of Uttar Pradesh IN
Intelligent Routing Signaling System
This abstract first appeared for US patent application 18387970 titled 'Intelligent Routing Signaling System
Original Abstract Submitted
Arrangements for intelligent call routing are provided. Audio data from a call between an agent device and a user device may be received and a topic of the call and metadata may be extracted from the audio data. The extracted topic and metadata may be compared to an alert signals database to output whether an alert will be attached to the call. Agent parameters associated with the agent who is part of the call may be identified. A machine learning model may be executed by inputting, to the model, the extracted topic, extracted metadata, the output of whether the alert will be attached to the call, and the agent parameters, to output a routing signal. Based on the routing signal, a second call communication session may be initiated between the agent computing device and a computing device of at least one of another agent or a supervisor.