Bank of America Corporation
Call monitoring and feedback reporting using machine learning

Abstract:

A device configured to obtain at least a portion of a phone call and to identify a voice signal associated with a person on the phone call. The device is further configured to generate metadata for the phone call and a transcript for the phone call. The device is further configured to input the transcript and the metadata into a machine learning model and to receive a call profile from the machine learning model. The call profile includes a first call classification for the phone call. The device is further configured to identify a call log associated with the phone call that includes a second call classification for the phone call. The device is further configured to determine that the first call classification does not match the second call classification, to generate a feedback report that identifies the first call classification, and to output the feedback report.