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

Claim 9:
10. An Artificial Intelligence (“AI”) system for reducing remote interaction time of a first human agent and a human user, the AI system comprising:
an automated chatbot that:
receives first input from the human user;
receives second input from the first human agent;
autonomously generates first output responsive to the first input; and
autonomously generates second output responsive to the second input;

a user interface that provides access to software tools for the human user to:
submit the first input; and
interact with the automated chatbot or the first human agent;

an agent interface that provides software tools for the first human agent to:
interact directly with the human user; and
interact directly with the automated chatbot;

wherein, the agent interface comprises machine executable instructions that when executed by a processor on a computer system presents:
a first interface window showing:
first interaction of the human user and the automated chatbot; and
the first output responsive to the first input;

a second interface window showing:
second interaction of the first human agent with the human user; and
the second output responsive to the second input;

a third interface window for the first human agent to interact directly with the human user; and
a fourth interface window showing crowdsourced responses based on the first input or the second input and received from one or more second human agents;

wherein the automated chatbot dynamically configures the agent interface to prevent the first human agent from overriding the first output when the crowdsourced response corresponds to the first output.