Express Scripts Strategic Development, Inc. (20250071207). VIRTUAL CALLER SYSTEM

VIRTUAL CALLER SYSTEM

Organization Name

Express Scripts Strategic Development, Inc.

Inventor(s)

Christopher M. Myers of Dublin OH (US)

Danielle L. Smith of Spring TX (US)

VIRTUAL CALLER SYSTEM

This abstract first appeared for US patent application 20250071207 titled 'VIRTUAL CALLER SYSTEM

Original Abstract Submitted

method starts with a processor receiving configuration settings including an identified task, a relationship data, and a criticality value. processor initializes a communication session with an agent client device. the communication session is between a virtual caller associated with the system and the agent client device. processor then processes an audio signal of the communication session to generate an agent utterance and generates a transcribed agent utterance based on the agent utterance using a speech-to-text processor. processor generates a virtual caller utterance using a task-specific virtual caller neural network associated with the identified task. the virtual caller utterance can be generated based on the transcribed agent utterance. processor then causes the virtual caller utterance to be played back in the communication session to the agent client device. other embodiments are disclosed herein.