View source for 18422263. SYSTEMS FOR TRANSITIONING TELEPHONY-BASED AND IN-PERSON SERVICING INTERACTIONS TO AND FROM AN ARTIFICIAL INTELLIGENCE (AI) CHAT SESSION simplified abstract (Capital One Services, LLC)

=SYSTEMS FOR TRANSITIONING TELEPHONY-BASED AND IN-PERSON SERVICING INTERACTIONS TO AND FROM AN ARTIFICIAL INTELLIGENCE (AI) CHAT SESSION=


==Organization Name==

[[:Category:Capital One Services, LLC|Capital One Services, LLC]]


[[Category:Capital One Services, LLC]]

==Inventor(s)==

[[:Category:Scott Karp of McLean VA (US)|Scott Karp of McLean VA (US)]][[Category:Scott Karp of McLean VA (US)]]

[[:Category:Deepak Kaushik of Vienna VA (US)|Deepak Kaushik of Vienna VA (US)]][[Category:Deepak Kaushik of Vienna VA (US)]]

==SYSTEMS FOR TRANSITIONING TELEPHONY-BASED AND IN-PERSON SERVICING INTERACTIONS TO AND FROM AN ARTIFICIAL INTELLIGENCE (AI) CHAT SESSION - A simplified explanation of the abstract==


This abstract first appeared for US patent application 18422263 titled 'SYSTEMS FOR TRANSITIONING TELEPHONY-BASED AND IN-PERSON SERVICING INTERACTIONS TO AND FROM AN ARTIFICIAL INTELLIGENCE (AI) CHAT SESSION

==Simplified Explanation==

The abstract describes a system for transitioning telephony or in-person servicing to an AI chat session. The system authenticates user information, generates tokens for authentication and servicing intent, communicates with an AI chatbot model, and transmits messages to the user device via the AI chat session.

* The system receives a phone call from a user device and requests personally identifiable information.
* It authenticates the user's information and generates an authentication token.
* The system receives a servicing intent from the user device and generates a corresponding servicing intent token.
* It communicates with an AI chatbot model by sending the authentication token and servicing intent token.
* The system maps the servicing intent token to a stored servicing intent and transmits a message to the user device via the AI chat session.

== Potential Applications ==
This technology could be applied in customer service interactions, call centers, and automated assistance systems.

== Problems Solved ==
This technology streamlines the process of transitioning from telephony or in-person servicing to an AI chat session, improving efficiency and user experience.

== Benefits ==
The system enhances user authentication, automates servicing intent recognition, and provides a seamless transition to AI chat sessions.

== Potential Commercial Applications ==
Potential commercial applications include customer service platforms, AI chatbot services, and automated call center solutions.

== Possible Prior Art ==
Prior art in this field may include existing systems for transitioning between different modes of customer service interactions, such as from telephony to online chat.

=== What are the potential security implications of transmitting personally identifiable information in this system? ===

Transmitting personally identifiable information raises concerns about data privacy and security. Safeguards must be in place to protect user information from unauthorized access or breaches.

=== How does this system handle user authentication in comparison to traditional methods? ===

This system automates user authentication by generating authentication tokens, which may offer a more efficient and secure method compared to traditional manual authentication processes.


==Original Abstract Submitted==

A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session is disclosed. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.



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