Systems and methods for improving call center features using generative ai

Patent metadata

Field	Value
Publication number	US-2025286950-A1
Application number	US-202418601412-A
Country	US
Kind code	A1
Filing date	Mar 11, 2024
Priority date	Mar 11, 2024
Publication date	Sep 11, 2025
Grant date	—

Abstract

The present disclosure relates to systems and methods for enhancing call center features using generative AI. There is provided a server computer system, comprising: a processor, a communications module coupled to the processor, and a memory coupled to the processor. The memory stores a playbook of a call center and instructions that, when executed, configure the processor to monitor a call in real-time during the call with a caller, identify, from the call, a caller issue in real-time using a trained machine learning model, obtain a response to the caller issue based on execution of a generative artificial intelligence (GenAI) model and the playbook stored in the memory, and implement the response during the call.

First claim

What is claimed is:

1 . A server computer system, comprising:
a processor; a communications module coupled to the processor; and a memory coupled to the processor, the memory storing a playbook of a call center and instructions that, when executed, configure the processor to:
monitor a call in real-time during the call with a caller;
identify, from the call, a caller issue in real-time using a trained machine learning model;
obtain a response to the caller issue based on execution of a generative artificial intelligence (GenAI) model and the playbook stored in the memory; and
implement the response during the call.

2 . The system of claim 1 , wherein the instructions, when executed, further configure the processor to: obtain a transcript of the call in real-time during the call, and identify the caller issue from the transcript of the call.

3 . The system of claim 2 , further comprising a transcriber coupled to the processor, wherein the transcript of the call is obtained by the transcriber.

4 . The system of claim 1 , wherein the instructions, when executed, further configure the processor to train the GenAI model with other call center playbooks prior to the call.

5 . The system of claim 3 , wherein the GenAI model is a large language model (LLM).

6 . The system of claim 5 , wherein the instructions, when executed, further configure the processor to:
obtain the response by:
generating a prompt to the LLM, the prompt including the caller issue with reference to the playbook; and
obtain an output from the LLM responsive to the prompt; and
implement the response by providing the output via a user interface.

7 . The system of claim 6 , wherein the output comprises a summary of a portion of the playbook related to the caller issue, and the prompt to the LLM is for generating the summary as the output.

8 . The system of claim 6 , wherein the instructions, when executed, further configure the processor to receive an authorization regarding an identity of the caller from an agent device.

9 . The system of claim 8 , wherein the prompt further includes reference to account information associated with the identity of the caller.

10 . The system of claim 9 , wherein the caller issue is a form of a question, the output comprises a reply to the question, and the prompt to the LLM is for generating the reply based on the playbook customized according to the account information.

11 . The system of claim 6 , wherein the memory further stores prior call transcripts of the call center, wherein the prompt to the LLM is for identifying:
the caller issue in one of the prior call transcripts, and a solution to the caller issue in the one of the prior call transcripts; and wherein the output comprises the solution.

12 . The system of claim 11 , wherein the instructions, when executed, further configure the processor to receive feedback about the solution via the user interface, retrain the GenAI model based on execution of the GenAI model on the caller issue, the solution, and the feedback, and store the retrained GenAI model in the memory.

13 . The system of claim 2 , wherein the memory further stores call log data of the call center, the call log data comprising prior call transcripts of prior calls and metadata associated with the prior calls, wherein the instructions, when executed, further configure the processor to:
obtain the response by:
generating a prompt to the GenAI model, the prompt including the caller issue with reference to the playbook and the call log data, and
obtain an output from the GenAI model responsive to the prompt; and
implement the response based on the output.

14 . The system of claim 13 , wherein the metadata comprises a call duration of each of the prior calls, wherein the prompt to the GenAI model is for identifying:
the caller issue in one of the prior call transcripts, and the call duration of the prior call of the one of the prior call transcripts; wherein the output comprises an expected call duration of the call based on the call duration of the prior call of the one of the prior call transcripts; and wherein the instructions, when executed, further configure the processor to implement the response by placing the call in a call queue according to the expected call duration.

15 . The system of claim 14 , wherein the prompt further includes account information associated with an identity of the caller, and wherein the expected call duration is further based on the account information of the caller.

16 . The system of claim 13 , wherein the instructions, when executed, further configure the processor to implement the response by routing the call to a particular agent based on the output.

17 . The system of claim 13 , wherein the metadata comprises identification of an agent associated each of the prior calls, wherein the prompt to the GenAI model is for identifying:
the caller issue in one of the prior call transcripts, and the agent associated with the prior call of the one of the prior call transcripts; wherein the output comprises the identification of the agent associated with the prior call of the one of the prior call transcripts; and wherein the instructions, when executed, further configure the processor to implement the response by routing the call to the identified agent.

18 . The system of claim 17 , wherein the instructions, when executed, further configure the processor to receive feedback about the routing from the identified agent, retrain the GenAI model based on execution of the GenAI model on the caller issue, the routing, and the feedback, and store the retrained GenAI model in the memory.

19 . A method comprising:
storing a playbook of a call center in a memory; monitoring a call in real-time during the call with a caller; identifying, from the call, a caller issue in real-time using a trained machine learning model; obtaining a response to the caller issue based on execution of a generative artificial intelligence (GenAI) model and the playbook stored in the memory; and implementing the response during the call.

20 . A computer-readable medium comprising instructions stored therein which, when executed by a processor, cause a computer to:
store a playbook of a call center in a memory; monitor a call in real-time during the call with a caller; identify, from the call, a caller issue in real-time using a trained machine learning model; obtain a response to the caller issue based on execution of a generative artificial intelligence (GenAI) model and the playbook stored in the memory; and implement the response during the call.

Assignees

• Toronto Dominion Bank

Inventors

• Bajaj Hitesh
• Dunjic Milos
• Tax David Samuel
• Prendergast Jonathan Joseph
• Sharma Mohit
• Singha Hazari Abhijit
• Gupta Pranay
• Rastogi Kushank
• Kelly Thomas

Classifications

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M3/4365 Primary

  based on information specified by the calling party, e.g. priority or subject · CPC title

• H04M3/2218

  Call detail recording · CPC title

• G06N3/0475

  Generative networks · CPC title

• H04M3/42221 Primary

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title