Patent ID: 11943392
Assignee: CAPITAL ONE SERVICES, LLC
Field: Computer technology (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 18:
19. A non-transitory computer-readable device having instructions stored thereon that, when executed by at least one computing device, cause the at least one computing device to perform operations comprising:
converting, from speech to text, a plurality of first historical interactive communications of a set of first callers to generate training data;
training, using the training data, one or more machine learning models to extract caller preferences from the plurality of first historical interactive communications;
converting, from speech to text, one or more second historical interactive communications of a second caller to generate input data;
extracting, from the input data using the trained one or more machine learning models, caller preferences of the second caller from the one or more second historical interactive communications of the second caller; and
generating, based on the caller preferences for the second caller, a customer specific profile;
selectively routing, based on the customer specific profile and by an automated call center assistance system, a current call from the second caller to a call center agent; and
communicating, by the automated call center assistance system, one or more of the caller preferences for the second caller to the call center agent for consideration in an interactive communication during the current call.