US Patent Issued to FMR on Jan. 20 for "Systems and methods for evaluating performance of customer service agent bots" (Massachusetts Inventors)

ALEXANDRIA, Va., Jan. 20 -- United States Patent no. 12,530,648, issued on Jan. 20, was assigned to FMR LLC (Boston).

"Systems and methods for evaluating performance of customer service agent bots" was invented by Elio Dante Querze III (Arlington, Mass.) and Robert Steven Van Dine (Watertown, Mass.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A computerized method is provided for evaluating performance of a virtual service agent. The method includes automatically generating at least one persona for impersonating a virtual customer by inputting a select demographic profile into a trained large language model (LLM). The method also includes generating (i) a list of questions for the virtual service agent for...