US 11,955,117 B2
System and method for analyzing and reacting to interactions between entities using electronic communication channels
Bridget McDermid, Acton (CA); Brian Bellwood, Rockaway, NJ (US); Natalie Thien Huong Cornwall, London (CA); Jeffery David True, Ottawa (CA); Ryan Wall, Blackwood, NJ (US); Stella Pui Kwan Chan, Markham (CA); Venetia D'Souza, Toronto (CA); Christopher Michael Arthur Caravan, Riverview (CA); Pranavan Premathas, Toronto (CA); Sahifa Habib Qazi, Toronto (CA); Mah Noor Siddiqui, Mississauga (CA); Joe Moghaizel, Toronto (CA); and Jonathan K. Barnett, Oakville (CA)
Assigned to The Toronto-Dominion Bank, Toronto (CA)
Filed by The Toronto-Dominion Bank, Toronto (CA)
Filed on May 27, 2021, as Appl. No. 17/303,345.
Prior Publication US 2022/0383865 A1, Dec. 1, 2022
Int. Cl. G06F 40/30 (2020.01); G10L 15/18 (2013.01); G10L 15/22 (2006.01); H04M 3/56 (2006.01)
CPC G10L 15/1822 (2013.01) [G06F 40/30 (2020.01); G10L 15/1815 (2013.01); G10L 2015/221 (2013.01); G10L 2015/228 (2013.01); H04M 3/56 (2013.01); H04M 2203/357 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A tracking system for analyzing and reacting to interactions between entities using electronic communication channels, the system comprising:
a processor;
a communications module coupled to the processor; and
a memory coupled to the processor, the memory storing computer executable instructions that when executed by the processor cause the processor to:
receive, via the communications module, data captured from a conversational exchange between a first entity communicating with a second entity using a first electronic communication channel;
analyze the captured data to detect an indication that content was missed or not understood by the first entity as a result of detecting that the first entity was:
distracted during a portion of the conversational exchange, disinterested in the portion of the conversational exchange, or missed the portion of the conversational exchange;
determine, based on the indication, content associated with the portion of the conversational exchange that was missed or not understood; and
provide, via the communications module, to a tracker notification module on a client device of the second entity, using a second electronic communication channel different than the first electronic communication channel, an automated message comprising the content or a link to the content, to the second entity, wherein the content or the link to the content is provided via the second electronic communication channel by having the tracker notification module display the automated message in an application used by at least the second entity while the conversational exchange is occurring via the first electronic communication channel, wherein the tracker notification module comprises a software component provided by the tracking system to interact with the automated message via the application used by the second entity.