Bank of America Corporation
Integration of human agent and automated tools for interactive voice response (IVR) systems

Abstract:

When a caller initiates a conversation with an interactive voice response ("IVR") system, the caller may be transferred to a live agent. Apparatus and methods are provided for integrating automated tools and artificial intelligence ("AI") into the interaction with the IVR system. The automated tools and AI may track the conversation to decipher when to transfer the caller to the agent. The agent may determine which machine generated responses are appropriate for the caller. AI may be leveraged to suggest responses for both caller and agent while they are interacting with each other. The agent may transfer back the caller to the IVR system along with the appropriate machine generated response to maintain efficiency and shorten time of human agent interaction.