Systems for transitioning telephony-based and in-person servicing interactions to and from an artificial intelligence (AI) chat session

Patent metadata

Field	Value
Publication number	US-12081699-B2
Application number	US-202418422263-A
Country	US
Kind code	B2
Filing date	Jan 25, 2024
Priority date	May 22, 2019
Publication date	Sep 3, 2024
Grant date	Sep 3, 2024

Abstract

A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.

First claim

What is claimed is:

1. A system comprising:
one or more processors; and
a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
receive, from a user device via an artificial intelligence (AI) chat session, servicing intent input data;
determine one or more messaging channels capable of communicating with a user of the user device based on the servicing intent input data;
cause the user device to display, via the AI chat session, one or more user input objects respectively associated with the one or more messaging channels;
receive, from the user device via the AI chat session, a selection of a first user input object of the one or more user input objects indicating a preference to initiate a customer representative agent chat session; and
cause the user device to initiate the customer representative agent chat session.

2. The system of claim 1 , wherein the customer representative agent chat session comprises a live chat session.

3. The system of claim 1 , wherein the first user input object comprises a button configured for selection within a mobile application.

4. The system of claim 1 , wherein the instructions are further configured to cause the system to:
receive, from the user device, personally identifiable information;
determine whether the received personally identifiable information matches stored personally identifiable information associated with the user of the user device; and
responsive to determining the received personally identifiable information matches the stored personally identifiable information, authenticate the user.

5. The system of claim 4 , wherein the instructions are further configured to cause the system to:
responsive to authenticating the user:
generate an authentication token; and
associate the authentication token with the customer representative agent chat session.

6. The system of claim 1 , wherein the instructions are further configured to cause the system to:
cause the user device to display, via the AI chat session, an indication associated with how long the user might wait to be connected to the customer representative agent chat session.

7. The system of claim 1 , wherein initiating the customer representative agent chat session comprises connecting the user of the user device to a customer service agent associated with the servicing intent input data.

8. A system comprising:
one or more processors; and
a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
receive, from a user device, input data;
responsive to receiving the input data, generate a code;
receive, from the user device, an indication of a preference to initiate a telephony-based call; and
cause the user device to initiate the telephony-based call associated with the code.

9. The system of claim 8 , wherein the code is based on the input data.

10. The system of claim 8 , wherein the instructions are further configured to cause the system to:
receive, from the user device, personally identifiable information;
determine whether the received personally identifiable information matches stored personally identifiable information associated with a user of the user device; and
responsive to determining the received personally identifiable information matches the stored personally identifiable information, authenticate the user by associating the code with the user.

11. The system of claim 8 , wherein the instructions are further configured to cause the system to:
provide the code to a voice system; and
cause the user device to initiate the telephony-based call via the voice system.

12. The system of claim 8 , wherein the telephony-based call is associated with the code.

13. The system of claim 8 , wherein initiating the telephony-based call comprises connecting a user of the user device to a customer service agent associated with the code.

14. A system comprising:
one or more processors; and
a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
monitor user activity associated with a user device;
generate a code based on the user activity;
receive, from the user device, an indication of a preference to initiate a phone call; and
responsive to receiving the indication, transmit the generated code to the user device to initiate the phone call associated with the generated code.

15. The system of claim 14 , wherein monitoring the user activity comprises conducting a dialogue with a user of the user device.

16. The system of claim 14 , wherein the code corresponds to a servicing intent of a user of the user device.

17. The system of claim 14 , wherein the indication comprises a selection of a user input object.

18. The system of claim 14 , wherein the instructions are further configured to cause the system to:
provide the generated code to a voice system,
wherein initiating the phone call comprises initiating the phone call via the voice system.

19. The system of claim 14 , wherein initiating the phone call comprises connecting a user of the user device to a customer service agent associated with the generated code.

20. The system of claim 14 , wherein initiating the phone call comprises appending the generated code to a phone number associated with a financial institution.

Assignees

• Capital One Services Llc

Inventors

• Karp Scott
• Kaushik Deepak

Classifications

• G06N3/0464

  Convolutional networks [CNN, ConvNet] · CPC title

• G06N3/09

  Supervised learning · CPC title

• G06N3/0442

  characterised by memory or gating, e.g. long short-term memory [LSTM] or gated recurrent units [GRU] · CPC title

• H04W4/16

  Communication-related supplementary services, e.g. call-transfer or call-hold · CPC title

• H04W4/14

  Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD] · CPC title