Patent ID: 11893356
Assignee: BANK OF AMERICA CORPORATION
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G

Claim 0:
1. An artificial intelligence (“AI”) system for reducing time a first human agent spends interacting with a human user, the AI system comprising:
an automated chatbot comprising first machine executable instructions stored on a non-transitory memory of a computer system, the first machine executable instructions when executed by a processor on the computer system:
captures first input generated by the human user;
generates a first automated response based on the first input;
captures second input generated by the first human agent; and
generates a second automated response based on the second input; and

an agent interface that provides software tools for the first human agent to concurrently interact directly with the human user and directly with the automated chatbot, the agent interface comprising second machine executable instructions stored on the non-transitory memory of the computer system, the second machine executable instructions when executed by the processor on the computer system generates:
a first interface window:
presenting the first automated response; and
allowing the first human agent to override the first automated response;

a second interface window for the first human agent to interact directly with the human user;
a third interface window:
presenting the second automated response;
allowing the first human agent to move the second automated response into the second interface window; and
allowing the first human agent to submit third input to the automated chatbot; and

a fourth interface window:
presenting a crowdsourced response received from a second human agent; and
allowing the first human agent to move the crowdsourced response into the second interface window;

wherein, the second machine executable instructions when executed by the processor on the computer system:
presents the first, second, third and fourth interface windows concurrently within the agent interface; and
based on the second automated response, determines a location for each of the first, second, third and fourth interface windows within the agent interface.