Patents by Inventor Kyle Tobin
Kyle Tobin has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 11064075Abstract: A system for processing voice responses is disclosed. The system is configured to store a correlation table identifying relationships between self-service routines, tags, and corresponding actions. The system receives a call from a user and issues a query in response to the call. The system receives an utterance from the user in response to the user and determines whether the utterance matches a pre-defined response. If there is no match, the system analyzes the utterance with a pre-defined statistical language model and identifies a service tag for the utterance. The system then associates the utterance with the service tag and a self-service routine that is associated with the call. The system identifies an action from the correlation table that correlates to the service tag and the self-service routine.Type: GrantFiled: February 28, 2020Date of Patent: July 13, 2021Assignee: Bank of America CorporationInventors: Kyle A. Tobin, Robert E. Lutzkow, Jr., Robert S. Morse, Jitendra Kumar Padam, Scott Steven Randrup
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Publication number: 20200204679Abstract: A system for processing voice responses is disclosed. The system is configured to store a correlation table identifying relationships between self-service routines, tags, and corresponding actions. The system receives a call from a user and issues a query in response to the call. The system receives an utterance from the user in response to the user and determines whether the utterance matches a pre-defined response. If there is no match, the system analyzes the utterance with a pre-defined statistical language model and identifies a service tag for the utterance. The system then associates the utterance with the service tag and a self-service routine that is associated with the call. The system identifies an action from the correlation table that correlates to the service tag and the self-service routine.Type: ApplicationFiled: February 28, 2020Publication date: June 25, 2020Inventors: Kyle A. Tobin, Robert E. Lutzkow, JR., Robert S. Morse, Jitendra Kumar Padam, Scott Steven Randrup
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Patent number: 10609221Abstract: A system for processing voice responses is disclosed. The system is configured to store a correlation table identifying relationships between self-service routines, tags, and corresponding actions. The system receives a call from a user and issues a query in response to the call. The system receives an utterance from the user in response to the user and determines whether the utterance matches a pre-defined response. If there is no match, the system analyzes the utterance with a pre-defined statistical language model and identifies a service tag for the utterance. The system then associates the utterance with the service tag and a self-service routine that is associated with the call. The system identifies an action from the correlation table that correlates to the service tag and the self-service routine.Type: GrantFiled: November 11, 2019Date of Patent: March 31, 2020Assignee: Bank of America CorporationInventors: Kyle A. Tobin, Robert E. Lutzkow, Jr., Robert S. Morse, Jitendra Kumar Padam, Scott Steven Randrup
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Publication number: 20200076949Abstract: A system for processing voice responses is disclosed. The system is configured to store a correlation table identifying relationships between self-service routines, tags, and corresponding actions. The system receives a call from a user and issues a query in response to the call. The system receives an utterance from the user in response to the user and determines whether the utterance matches a pre-defined response. If there is no match, the system analyzes the utterance with a pre-defined statistical language model and identifies a service tag for the utterance. The system then associates the utterance with the service tag and a self-service routine that is associated with the call. The system identifies an action from the correlation table that correlates to the service tag and the self-service routine.Type: ApplicationFiled: November 11, 2019Publication date: March 5, 2020Inventors: Kyle A. Tobin, Robert E. Lutzkow, JR., Robert S. Morse, Jitendra Kumar Padam, Scott Steven Randrup
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Patent number: 10477028Abstract: A system for processing voice responses is disclosed. The system is configured to store a correlation table identifying relationships between self-service routines, tags, and corresponding actions. The system receives a call from a user and issues a query in response to the call. The system receives an utterance from the user in response to the user and determines whether the utterance matches a pre-defined response. If there is no match, the system analyzes the utterance with a pre-defined statistical language model and identifies a service tag for the utterance. The system then associates the utterance with the service tag and a self-service routine that is associated with the call. The system identifies an action from the correlation table that correlates to the service tag and the self-service routine.Type: GrantFiled: July 13, 2018Date of Patent: November 12, 2019Assignee: Bank of America CorporationInventors: Kyle A. Tobin, Robert E. Lutzkow, Jr., Robert S. Morse, Jitendra Padam, Scott Steven Randrup
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Patent number: 8687772Abstract: Methods, computer readable media, and apparatuses for managing calls in an interactive voice response system are presented. According to one or more aspects, a call from a user or customer is received by an interactive voice response system. The interactive voice response system retrieves user information based on user credentials. An interactive voice response program analyzes the user information and determines a first business rule to retrieve. A decision tree application retrieves the first business rule and analyzes the information within the first business rule. The decision tree application may retrieve one or more additional business rules based on a decision from the first business rule. The decision tree application makes a decision based on the information within the business rules and sends the decision to the interactive voice response application. Based on the decision, the interactive voice response application manages the call in the interactive voice response system.Type: GrantFiled: January 10, 2012Date of Patent: April 1, 2014Assignee: Bank of America CorporationInventors: Daniel Forsee, Ethan Fletcher, Kyle Tobin, Robert M. Casas
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Patent number: 8594281Abstract: Systems, methods, and computer readable media for providing a customer service system are provided. In some examples, the customer service system may include a telephone interface and may recognize both speech responses (e.g., voice commands) and/or touch tone responses. The system may include one or more rules for identifying options based on received user input. In some examples, the options provided based on touch tone input may be different from those based on received speech input. In some examples, the speech responses may be determined to meet a confidence threshold in order to progress to the next menu level or set of options. The confidence threshold may be adjusted and/or may be different or customizable for different menu options, levels, and the like.Type: GrantFiled: January 10, 2012Date of Patent: November 26, 2013Assignee: Bank of America CorporationInventors: Daniel E. Forsee, II, Ethan U. Fletcher, Kyle A. Tobin
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Publication number: 20130177139Abstract: Systems, methods, and computer readable media for providing a customer service system are provided. In some examples, the customer service system may include a telephone interface and may recognize both speech responses (e.g., voice commands) and/or touch tone responses. The system may include one or more rules for identifying options based on received user input. In some examples, the options provided based on touch tone input may be different from those based on received speech input. In some examples, the speech responses may be determined to meet a confidence threshold in order to progress to the next menu level or set of options. The confidence threshold may be adjusted and/or may be different or customizable for different menu options, levels, etc.Type: ApplicationFiled: January 10, 2012Publication date: July 11, 2013Applicant: Bank of AmericaInventors: Daniel E. Forsee, II, Ethan U. Fletcher, Kyle A. Tobin
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Publication number: 20130177144Abstract: Methods, computer readable media, and apparatuses for managing calls in an interactive voice response system are presented. According to one or more aspects, a call from a user or customer is received by an interactive voice response system. The interactive voice response system retrieves user information based on user credentials. An interactive voice response program analyzes the user information and determines a first business rule to retrieve. A decision tree application retrieves the first business rule and analyzes the information within the first business rule. The decision tree application may retrieve one or more additional business rules based on a decision from the first business rule. The decision tree application makes a decision based on the information within the business rules and sends the decision to the interactive voice response application. Based on the decision, the interactive voice response application manages the call in the interactive voice response system.Type: ApplicationFiled: January 10, 2012Publication date: July 11, 2013Applicant: Bank of America CorporationInventors: Daniel Forsee, Ethan Fletcher, Kyle Tobin, Robert M. Casas