18498400. USING GENERATIVE ARTIFICIAL INTELLIGENCE TO IMPROVE USER INTERACTIONS (The Toronto-Dominion Bank)
USING GENERATIVE ARTIFICIAL INTELLIGENCE TO IMPROVE USER INTERACTIONS
Organization Name
Inventor(s)
SHAHZAD Mohammed of Ontario CA
Dino Paul D'agostino of Richmond Hill CA
USING GENERATIVE ARTIFICIAL INTELLIGENCE TO IMPROVE USER INTERACTIONS
This abstract first appeared for US patent application 18498400 titled 'USING GENERATIVE ARTIFICIAL INTELLIGENCE TO IMPROVE USER INTERACTIONS
Original Abstract Submitted
The present disclosure generally relates to systems, software, and computer-implemented methods for using generative artificial intelligence to improve user interactions. One example method includes identifying, in a contact center application of an agent, a start of an assisted leg of an interaction of a user with a system. A user interaction summary is retrieved that summarizes events that have previously occurred in the interaction. A generative large language model (LLM) artificial intelligence (AI) context prompt is extracted based on the user interaction summary. The context prompt is provided to a generative LLM AI engine to set a context for the generative LLM AI engine. Event information is received that includes a query for the generative LLM AI engine. The query is provided to and a query response is received from the generative LLM AI engine. The contact center application is updated in response to the query response.