US Patent 12132863 Artificial intelligence assistance for customer service representatives

A method comprises receiving, by an artificial intelligence (AI) assistant, an input via a communication session between a customer device and a customer service representative device, wherein the AI assistant is trained using machine learning on a database containing previously-received inputs, previously-delivered outputs, and the previous results of previously-delivered outputs; processing, by the AI assistant, the input; determining, by the AI assistant, an output based on the processing of the input, wherein the output includes one of a suggested statement, change in tone, or correction for the customer service representative; and sending, by the AI assistant, an indication of the output to the customer service representative device.