US 12,278,926 B2
Call center voice system for use with a real-time complaint identification system
Emad Noorizadeh, Plano, TX (US); Sushil Golani, Charlotte, NC (US); Chris Welles, Charlotte, NC (US); Emmanuel Dibia, Dallas, TX (US); and Jennifer Russell, Dallas, TX (US)
Assigned to Bank of America Corporation, Charlotte, NC (US)
Filed by Bank of America Corporation, Charlotte, NC (US)
Filed on May 9, 2023, as Appl. No. 18/144,925.
Prior Publication US 2024/0380842 A1, Nov. 14, 2024
Int. Cl. H04M 3/493 (2006.01); H04M 3/42 (2006.01)
CPC H04M 3/4936 (2013.01) [H04M 3/42221 (2013.01); H04M 2201/40 (2013.01)] 18 Claims
OG exemplary drawing
 
1. An interactive voice response system, supplemented by a complaint differentiation and sentiment model, the interactive voice response system comprising:
a transceiver unit operable to receive and respond to audio calls;
an automatic speech recognition system (“ASR”) system operable to:
receive audio calls from the transceiver unit;
transcribe the received audio calls; and
transmit the transcribed audio calls to the complaint differentiation and sentiment model;
the complaint differentiation and sentiment model operable to:
analyze the transcribed audio calls for complaints;
determine that the transcribed audio calls indicated a complaint;
process the transcribed audio calls and identify a first plurality of call components, said first plurality of call components comprising complaint metadata and call content;
transmit the transcribed audio calls that indicated a complaint and the first plurality of call components to an insight dashboard;
the insight dashboard operable to:
display data relating to the transcribed audio calls;
aggregate the first plurality of call components to a second plurality of call components already-stored at the insight dashboard, said second plurality of call components comprising complaint metadata and call content;
display the second plurality of call components;
based on the pluralities of call components, create and display a plurality of graphs, said plurality of graphs comprising:
a complaint graph operable to display a trend in registered complaints per unit time;
a resolution graph operable to display a trend in resolved audio calls per unit time;
an escalation graph operable to display a trend in escalated audio calls per unit time;
a fraud graph operable to display a trend in fraudulent audio calls per unit time,
a statistical graph operable to display a comparison between the registered complaints per unit time, the resolved audio calls per unit time, the escalated audio calls per unit time and the fraudulent calls per unit time; and
a comparison graph operable to compare a total number of audio calls to resolved calls and escalated calls;
using the plurality of graphs to identify one or more audio calls associated with an unresolved complaint; and
the complaint differentiation and sentiment model is further operable to schedule a follow-up communication to a user, associated with the one or more audio calls associated with the unresolved complaint.