US Patent Issued to Bank of America on Oct. 28 for "Real time AI/ML based monitoring and triggering app to destress contact center associates" (American, Indian Inventors)

ALEXANDRIA, Va., Oct. 28 -- United States Patent no. 12,457,295, issued on Oct. 28, was assigned to Bank of America Corp. (Charlotte, N.C.).

"Real time AI/ML based monitoring and triggering app to destress contact center associates" was invented by Nipun Mahajan (Lawrenceville, N.J.), Ayela Chughtai (New York), Sushama Shelke (Mumbai, India), John T. Blackmon (Jacksonville, Fla.), Yogesh Raghuvanshi (Pennington, N.J.), Amit Mishra (Chennai, India) and Saravana Prakash Kumaresan (Plainsboro, N.J.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A method for destressing an agent in a contact center in real-time may include receiving an agent's login and routing incoming voice calls to the agent. A monitoring and...