Bank of America Corporation
CUSTOMER SENTIMENT DRIVEN WORKFLOW, SAID WORKFLOW THAT ROUTES SUPPORT REQUESTS BASED ON SENTIMENT IN COMBINATION WITH ARTIFICIAL INTELLIGENCE (AI) BOT-DERIVED DATA

Abstract:

A system for leveraging artificial intelligence-bot (AI-bot) information derived from information included in or associated with a customer support request ("CSR") is provided. The system may include a receiver configured to receive the CSR. The CSR may include a date of the CSR, a time of receipt of the CSR, a location of a communication device that was used to communicate the CSR. The CSR may also include a device identification number associated with the communication device and a message. A processor may be configured to retrieve a current profile for the CSR. The current profile may be based on the historical sentiment value. The processor may retrieve, from an AI-bot library, a historical profile. The historic profile may preferably be the best fit in the AI-bot library to the current profile. The processor may be further configured to route the customer request based on the historical profile.