US 11,943,392 B2
System and method for providing personalized customer experience in interactive communications
Aysu Ezen Can, Cary, NC (US)
Assigned to Capital One Services, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Aug. 31, 2022, as Appl. No. 17/900,581.
Prior Publication US 2024/0073321 A1, Feb. 29, 2024
Int. Cl. H04M 3/523 (2006.01); G10L 15/26 (2006.01); G10L 25/27 (2013.01); H04M 3/51 (2006.01)
CPC H04M 3/5235 (2013.01) [G10L 15/26 (2013.01); G10L 25/27 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system comprising:
a machine learning system configured to:
convert, from speech to text, a plurality of first historical interactive communications of a set of first callers to generate training data;
train, using the training data, one or more machine learning models to extract caller preferences from the plurality of first historical interactive communications;
convert, from speech to text, one or more second historical interactive communications of a second caller to generate input data;
extract, from the input data using the trained one or more machine learning models, caller preferences of the second caller from the one or more second historical interactive communications of the second caller; and
generate, based on the caller preferences for the second caller, a customer specific profile;
an automated call center assistance system configured to:
communicate with the machine learning system to receive the customer specific profile;
selectively route, based on the customer specific profile, a current call from the second caller to a call center agent; and
communicate one or more of the caller preferences for the second caller to the call center agent for consideration in an interactive communication during the current call.