US 12,278,931 B2
Systems and methods for adaptive computer-assistance prompts
RajeshKhanna Singa Ramalingam, Dayton, NJ (US); Amol Chakradeo, Martinsville, NJ (US); Srinivasa Kaniganti, Frisco, TX (US); and Sankar Shanmugam, Dayton, NJ (US)
Assigned to Verizon Patent and Licensing Inc., Basking Ridge, NJ (US)
Filed by Verizon Patent and Licensing Inc., Basking Ridge, NJ (US)
Filed on Jan. 6, 2023, as Appl. No. 18/151,090.
Prior Publication US 2024/0236237 A1, Jul. 11, 2024
Int. Cl. H04M 3/00 (2024.01); H04L 12/66 (2006.01); H04L 51/04 (2022.01); H04M 3/436 (2006.01); H04M 3/523 (2006.01); H04M 5/00 (2006.01)
CPC H04M 3/5233 (2013.01) [H04L 51/04 (2013.01); H04M 3/4365 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving, by an agent-assistance platform, a first call stream;
identifying, by the agent-assistance platform, a first topic of the first call stream;
outputting, by the agent-assistance platform and using a recommendation model, one or more recommendations associated with the first topic of the first call stream;
determining, by the agent-assistance platform, whether a recommendation, of the one or more recommendations, is selected by an agent for inclusion in the first call stream;
updating, by the agent-assistance platform, the recommendation model with information indicating whether the recommendation is selected for inclusion in the first call stream;
identifying, by the agent-assistance platform, a quantity of times the recommendation was selected for inclusion and clicked;
receiving, by the agent-assistance platform, a second call stream;
identifying, by the agent-assistance platform, a second topic of the second call stream, the first topic being a same as the second topic; and
selectively outputting, by the agent-assistance platform, based on the quantity of times the recommendation was selected for inclusion and clicked, and using the updated recommendation model, the recommendation for the second call stream.