Patents by Inventor Maria J. Latorre

Maria J. Latorre 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).

  • AUTOMATED CHATBOT TRANSFER TO LIVE AGENT
    Publication number: 20230353675
    Abstract: Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
    Type: Application
    Filed: July 6, 2023
    Publication date: November 2, 2023
    Inventors: Kristin H. Deegan, Matthew G. Vanhouten, Uma Meyyappan, Jennifer Toby Whateley, Balinder Singh Mangat, Upul D. Hanwella, Kimarie Pike Matthews, Maria J. Latorre, Scott Edward Pitchford
  • Automated chatbot transfer to live agent
    Patent number: 11736612
    Abstract: Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
    Type: Grant
    Filed: August 24, 2022
    Date of Patent: August 22, 2023
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Kristin H. Deegan, Matthew G. Vanhouten, Uma Meyyappan, Jennifer Toby Whateley, Balinder Singh Mangat, Upul D. Hanwella, Kimarie Pike Matthews, Maria J. Latorre, Scott Edward Pitchford
  • Automated chatbot transfer to live agent
    Patent number: 11431850
    Abstract: Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
    Type: Grant
    Filed: April 28, 2021
    Date of Patent: August 30, 2022
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Kristin H. Deegan, Matthew G. Vanhouten, Uma Meyyappan, Jennifer Toby Whateley, Balinder Singh Mangat, Upul D. Hanwella, Kimarie Pike Matthews, Maria J. Latorre, Scott Edward Pitchford
  • Automated chatbot transfer to live agent
    Patent number: 11005997
    Abstract: Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
    Type: Grant
    Filed: March 22, 2018
    Date of Patent: May 11, 2021
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Kristin H. Deegan, Matthew G. Vanhouten, Uma Meyyappan, Jennifer Toby Whateley, Balinder Singh Mangat, Upul D. Hanwella, Kimarie Pike Matthews, Maria J. Latorre, Scott Edward Pitchford