US 12,284,317 B2
System and method for generating an expandable pool of virtual agents to provide solutions in a metaverse
Prabhakaran Balasubramanian, Vellore (IN); Amit Mishra, Chennai (IN); Anantharajan Srinivasarangan, Chennai (IN); Subburathinam Krishnan, Chennai (IN); Siva Kumar Peesapati Venkata, Hyderabad (IN); and Vamshi Krishna Jutur, Hyderabad (IN)
Assigned to Bank of America Corporation, Charlotte, NC (US)
Filed by Bank of America Corporation, Charlotte, NC (US)
Filed on May 1, 2023, as Appl. No. 18/309,879.
Prior Publication US 2024/0372947 A1, Nov. 7, 2024
Int. Cl. H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5191 (2013.01) [H04M 3/5175 (2013.01); H04M 3/5233 (2013.01); H04M 2203/1025 (2013.01); H04M 2203/403 (2013.01); H04M 2203/6009 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system comprising:
a call center server in communication with a metaverse server via a network, wherein the call center server and the metaverse server are in communication with a central database, wherein a central database stores historical interaction data associated with a plurality of real-world agents, wherein the historical interaction data comprises a plurality of historical observation operations and historical rule sets applied by the corresponding real-world agents to address historical service issues;
the call center server further comprising a first processor configured to:
receive at least a portion of the plurality of historical observation operations performed by a particular real-world agent through an agent equipment during a plurality of interaction sessions in response to a plurality of service issues;
identify at least a portion of the plurality of historical rule sets applied by the particular real-world agent through the agent equipment, wherein the plurality of the historical rule sets are configured to provide corresponding solutions in response to the plurality of the service issues;
generate an expandable pool of virtual agents associated with a plurality of skills of the particular real-world agent, wherein each virtual agent of the expandable pool of virtual agents is trained to have a unique skill of solving a corresponding service issue using a machine learning model based on the historical observation operations performed by the particular real-world agent and a historical rule set to address the service issue;
communicate data of the expandable pool of the virtual agents to the metaverse server;
receive a service inquiry with a service issue from a user equipment associated with a user;
determine whether the particular real-world agent is available to respond to the service inquiry through the agent equipment;
in response to determining that the particular real-world agent is not available to respond to the service inquiry through the agent equipment, route the service inquiry with the service issue to the metaverse server;
the metaverse server further comprising a second processor configured to:
identify the expandable pool of the virtual agents in a virtual environment based on the data of the expandable pool of the virtual agents;
identify a first virtual agent from the expandable pool of the virtual agents, wherein the first virtual agent is associated with a first skill based on the service issue associated with the service inquiry from the user equipment; and
conduct a first interaction between the first virtual agent and a user avatar associated with the user equipment of the user.