Systems and methods for proactive listening bot-plus person advice chaining

Patent metadata

Field	Value
Publication number	US-12542133-B2
Application number	US-202318397852-A
Country	US
Kind code	B2
Filing date	Dec 27, 2023
Priority date	May 3, 2018
Publication date	Feb 3, 2026
Grant date	Feb 3, 2026

Abstract

Systems, methods, and devices provide a user experience capable of integrating robo-advising with human advising based on various inputs that are actively detected. Inputs from a conversation, or multiple conversations separated in time, may be analyzed to determine, based on voice inputs, that live communications should be initiated. Based on triggers identified, a robo-advising session may additionally or alternatively be initiated. Transitions between advising sessions may be facilitated to allow users to more efficiently employ robo-advising until human advising is triggered.

First claim

What is claimed is:

1 . A computing system comprising one or more processors configured to:
capture a plurality of inputs using a user computing device; initiate, based on an analysis of the plurality of inputs, a live communication session between the user computing device and an advisor computing device; detect a robo-advising transition trigger during the live communication session; terminate, responsive to the robo-advising transition trigger, the live communication session; and initiate a robo-advising session after terminating the live communication session.

2 . The computing system of claim 1 , wherein the plurality of inputs comprises ambient sounds captured using a sound sensor of the user computing device.

3 . The computing system of claim 1 , wherein the one or more processors are further configured to extract voice inputs of a user from the plurality of inputs, wherein the live communication session is initiated based on an analysis of the voice inputs.

4 . The computing system of claim 1 , wherein the robo-advising transition trigger is activation of a link that terminates the live communication session and initiates the robo-advising session.

5 . The computing system of claim 1 , wherein the one or more processors are further configured to identify a goal of a user based on the analysis of the plurality of inputs, and wherein the live communication session is initiated based on the identified goal.

6 . The computing system of claim 5 , further comprising a database with a user profile corresponding to the user computing device, wherein the one or more processors are configured to identify the goal based on the user profile.

7 . The computing system of claim 5 , wherein the plurality of inputs are a first plurality of inputs associated with a user profile, wherein the analysis is a first analysis, and wherein identifying the goal of the user comprises:
determining that a second plurality of inputs is associated with a different user profile; and identifying, based on the user profile and the different user profile, the goal based at least on a second analysis of both the first plurality of inputs and the second plurality of inputs.

8 . The computing system of claim 5 , wherein the one or more processors are further configured to display a graphic depiction of progress of the user towards achieving the goal.

9 . The computing system of claim 1 , wherein the one or more processors are further configured to display at least one of an advisor image, an advisor video, or an advisor audio.

10 . The computing system of claim 1 , wherein the one or more processors are further configured to transmit, to the user computing device, data received from the advisor computing device during the live communication session.

11 . The computing system of claim 1 , wherein the one or more processors are further configured to transmit, to the user computing device, information exchanged between the user computing device and the advisor computing device during a prior live communication session.

12 . The computing system of claim 1 , wherein the sound sensor is a first sound sensor, wherein the advisor computing device comprises a second sound sensor, and wherein the one or more processors are configured to detect a goal of the user based on a combination of sound fragments captured using the first sound sensor and the second sound sensor.

13 . The computing system of claim 1 , wherein the live communication session is a first live communication session, and wherein the one or more processors are further configured to:
detect, during the robo-advising session, a human-advising transition trigger; and initiate a second live communication session between the user computing device and the advisor computing device or a second advisor computing device in response to detection of the human-advising transition trigger.

14 . The computing system of claim 13 , wherein the one or more processors are further configured to provide a virtual dashboard to the user computing device and the advisor computing device or the second advisor computing device during the second live communication session, the virtual dashboard being configured to perceptibly display information exchanged between the user computing device and the advisor computing device during the first live communication session.

15 . The computing system of claim 14 , wherein the one or more processors are further configured to transmit, to the user computing device, information from the first live communication session and the robo-advising session.

16 . A computing device comprising one or more processors configured to:
detect a plurality of ambient sounds using a sound sensor; determine a goal of a user based on the plurality of ambient sounds and a user profile; detect, based on the goal, a trigger for a robo-advising session; initiate, responsive to detection of the trigger, the robo-advising session for the goal; and display information from the robo-advising session in a virtual dashboard.

17 . The computing device of claim 16 , wherein the one or more processors are further configured to communicatively couple the computing device to a service provider computing system, and wherein the one or more processors are further configured to:
receive, from the service provider computing system, data associated with the user profile corresponding with the user; display, via the virtual dashboard, the data from the user profile; and receive, via the virtual dashboard, inputs entered by the user via interfaces following display of the data.

18 . A method comprising:
receiving, by one or more processors coupled to memory, a plurality of inputs detected using a user computing device; initiating, by the one or more processors, based on an analysis of the plurality of inputs, a live communication session between the user computing device and an advisor computing device; detecting, by the one or more processors, a robo-advising transition trigger during the live communication session; terminating, by the one or more processors, responsive to the robo-advising transition trigger, the live communication session; and initiating, by the one or more processors, a robo-advising session after terminating the live communication session.

19 . The method of claim 18 , further comprising:
identifying, by the one or more processors, a goal of the user based on at least one of a user profile or the analysis of the voice inputs; providing, by the one or more processors, a user virtual dashboard configured to display to the advisor computing device an identification of the goal; and providing, by the one or more processors, an advisor virtual dashboard configured to display information from the live communication session to the user computing device during the robo-advising session.

20 . The method of claim 18 , wherein the live communication session is a first live communication session, and wherein the method further comprises:
detecting, by the one or more processors, during the robo-advising session, a human-advising transition trigger; initiating, by the one or more processors, a second live communication session between the user computing device and the advisor computing device in response to detection of the human-advising transition trigger; and displaying, in the user virtual dashboard and the advisor virtual dashboard, information exchanged between the user computing device and the advisor computing device during the firs

Assignees

• Wells Fargo Bank Na

Inventors

• Brandt Balin Kina
• Fisher Laura
• Floyd Marie Jeanette
• Mcgee Katherine J
• Rench Teresa Lynn
• Vangala Sruthi

Classifications

• H04M3/5191

  interacting with the Internet · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• G10L17/06

  Decision making techniques; Pattern matching strategies · CPC title

• G10L17/00

  Speaker identification or verification techniques · CPC title

• G10L15/22

  Procedures used during a speech recognition process, e.g. man-machine dialogue · CPC title