Patent ID: 11949811
Assignee: WELLS FARGO BANK, N.A.
Field: Computer technology (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 16:
17. The method of claim 16, further comprising:
generating, by the one or more processors, a dictionary based on the set of training data;
receiving, by the one or more processors, data indicative of the incoming call into the IVR system from a user device;
determining, by the one or more processors based on the data indicative of the incoming call, a set of actions performed by the user device within the IVR system and a corresponding set of results performed by the IVR system during the incoming call;
converting, by the one or more processors, the set of actions performed during the incoming call and the corresponding set of results performed by the incoming call into a sequence of code pairs using the dictionary, wherein each code pair of the sequence of code pairs includes an action code corresponding to an action of the set of actions performed during the incoming call and a result code corresponding to a respective result of the set of results performed during the incoming call; and
determining, by the one or more processors based on the deep learning model, the activity pattern.