US 12,425,359 B2
Integration of AI-powered conversational messaging with a live agent interaction
Ramakrishna R. Yannam, The Colony, TX (US); Priyank R. Shah, Plano, TX (US); Emad Noorizadeh, Plano, TX (US); and Rajan Jhaveri, Plano, TX (US)
Assigned to Bank of America Corporation, Charlotte, NC (US)
Filed by Bank of America Corporation, Charlotte, NC (US)
Filed on May 23, 2022, as Appl. No. 17/750,471.
Prior Publication US 2023/0379273 A1, Nov. 23, 2023
Int. Cl. H04L 51/02 (2022.01); H04L 51/063 (2022.01); H04L 51/216 (2022.01); H04L 51/58 (2022.01); H04M 1/72436 (2021.01); H04M 1/72445 (2021.01); G06F 3/0482 (2013.01)
CPC H04L 51/02 (2013.01) [H04L 51/063 (2013.01); H04L 51/216 (2022.05); H04L 51/58 (2022.05); H04M 1/72436 (2021.01); H04M 1/72445 (2021.01); G06F 3/0482 (2013.01); H04M 2201/42 (2013.01)] 21 Claims
OG exemplary drawing
 
1. One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for integrating an agent interface with AI-powered conversational messaging, the method comprising:
initiating a session at an agent device associated with a first platform, the session comprising two-way communication between a customer mobile device and the agent device;
initiating a parallel session at an interactive response system comprising a neural network and associated with a second platform, the parallel session comprising one-way communication from the customer mobile device to the interactive response system;
receiving an input from the customer mobile device at the agent device and at the interactive response system;
generating an AI-based response at the interactive response system;
displaying the response at the agent device for agent approval; and
in response to receiving agent approval, displaying the response at the customer mobile device.