Patent ID: 11900300
Assignee: T-MOBILE USA, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 0:
1. A coach-assist controller to assist a customer service representative (CSR), comprising:
one or more processors;
memory coupled to the one or more processors, the memory including one or more modules that are executable by the one or more processors to:
generate, in real-time, interaction data associated with a consumer-CSR interaction between a consumer and a CSR;
analyze, via one or more data models that include one or more trained machine-learning algorithms, the interaction data to generate a set of data inferences associated with the consumer-CSR interaction;
infer a current state of the consumer-CSR interaction by analyzing, via an aggregated data model that includes one or more trained machine-learning algorithms, the set of data inferences associated with the consumer-CSR interaction;
determine, in real-time, whether to request a coach support for the CSR based at least in part on the current state; and
in response to determining to request the coach support, generate a coach support request for delivery to a selected coach device,
wherein the one or more trained machine-learning algorithms of the one or more data models or the aggregated data model are at least trained using data points associated with positive and negative resolutions of other consumer-CSR interactions.