US 11,862,165 B1
Optimized virtual assistant for connecting a user to a live agent
Alex Heath Misiaszek, Cornelius, NC (US); Mary Kim Clouser, Summerville, SC (US); William Christopher Hawks, Charlotte, NC (US); Kimberly C. Steudtner, Louisville, KY (US); Kyla Smith, Moss, TN (US); Christopher Alexander Tase, Sparta, TN (US); and Yadhira Haydee Arroyo, Chicago, IL (US)
Assigned to Truist Bank, Charlotte, NC (US)
Filed by Truist Bank, Charlotte, NC (US)
Filed on Aug. 30, 2022, as Appl. No. 17/898,784.
Int. Cl. G06F 3/0484 (2022.01); G06F 40/35 (2020.01); G10L 15/22 (2006.01); G06F 40/279 (2020.01); G10L 15/06 (2013.01); G10L 15/18 (2013.01); G06F 3/0482 (2013.01)
CPC G10L 15/22 (2013.01) [G06F 3/0482 (2013.01); G06F 3/0484 (2013.01); G06F 40/279 (2020.01); G06F 40/35 (2020.01); G10L 15/063 (2013.01); G10L 15/1815 (2013.01); G06F 2203/04803 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A system comprising:
a processing device; and
a memory device that includes instructions executable by the processing device for causing the processing device to perform operations comprising:
providing a virtual assistant that receives inputs from a user and provides responses to the user, wherein an interaction between the virtual assistant and the user is displayed in a chat window on a multi-modal user interface, the multi-modal user interface usable on a user device, and the multi-modal user interface enabling the virtual assistant to receive inputs by a plurality of modes of communication;
performing natural language processing on the inputs to process the inputs into inputs that are comprehendible by the virtual assistant;
predicting, based on the inputs, at least one objective of the user, wherein the at least one objective includes a first objective for communication with a live agent and a second objective for a purpose for the communication with the live agent;
determining the live agent that is best suited to assist the user based on the second objective;
determining an amount of time for connecting the live agent and the user by:
accessing a schedule for the live agent;
estimating, based on the schedule, the amount of time;
comparing the amount of time to a threshold time, wherein an amount of time longer than the threshold time causes the virtual assistant to provide courses of action to the user, the courses of action including:
providing access to the multi-modal user interface on a second user device;
providing a notification on the user device by causing the user device to vibrate after the amount of time;
providing a notification on the second user device by causing the second user device to vibrate after the amount of time; and
receiving, from the user, an alternate communication method and the virtual assistant communicating the alternate communication method to the live agent; and
displaying, via the multi-modal user interface, a timer for tracking the amount of time, wherein the timer is displayed on the multi-modal user interface separate from the chat window; and
connecting the user and the live agent, wherein the virtual assistant facilitates the connection of the user and the live agent by providing information to the user and to the live agent.