Wells Fargo Bank, N.a.

Daniel S Sumner

Douglas Innocenti

Joel Gardner

Joseph Benjamin Agnew

Raymond Creed Lowers

Michael J Martindale

Wesley Donald Duncan

Christopher Robin Sharpe

Zoe Tierney

Kevin Potter

Benny F Dorrance

Rameshchandra Bhaskar Ketharaju

Andrew J Garner, Iv

Prasanna Kumar Ammiraju

Dinakar Channakal Krishnappa

Gail Elizabeth Stuart

Dibyendu Chatterjee

Kshitindra Kumar Jain

Ravindar Rao Perala

Dinesh Sangtani

Wendy Davidson

Mohan Gopal Kanala

Prashanth Kumar Merugu

H Brock Kolls

Daniel Sanford

Kyle Patrick Mitchell

Hemesh Yadav

Patrick Austin Boger

Techniques are described for managing authentication tokens associated with a secure account maintained by a business or organization. In one example, this disclosure describes a method that includes storing interaction information associated with an account maintained by an organization, wherein the interaction information includes information about authentication tokens used during a plurality of prior authentication procedures performed for the account, receiving, over a network, a request to authenticate a user to access the account, determining, based on the stored interaction information, an authentication token to be used to authenticate the user, wherein the authentication token is different than a prior authentication token used during the plurality of prior authentication procedures performed for the account, presenting a prompt for the authentication token; and determining, based on information received in response to the prompt, whether the user is authorized to access the account.

Authentication token management

In an example of this disclosure, a method may include receiving, by a database server, a data write request. The data write request may include authentication information corresponding to a first call session and first additional information. The method may include generating, by the database server, a first unique identifier based on the first additional information. The authentication information may correspond to the first unique identifier. The method may include storing the first unique identifier and the authentication information in a data structure in a memory of the database server.

Storing call session information in a telephony system

Techniques are described that eliminate storage of primary account numbers (PANs) by third-party cloud applications executed in external networks. An example method includes receiving a query from an external network that includes a card reference number (CRN) and converting the CRN into a primary account number (PAN). The method includes modifying the query to include the PAN in place of the CRN and performing a service call to retrieve a record responsive to the query from a master account database using the PAN. The method includes, when the record includes the PAN, converting the PAN into the CRN via the tokenization server. Additionally, the method includes adding the record with the CRN to a query response and transmitting the query response to the external network.

Primary account number security in third party cloud applications

This disclosure describes techniques for establishing a voice authentication credential for an authenticated user of a mobile device. In one example, a system comprises an IVR system and a computing system, where the computing system comprises processing circuitry configured to: receive, over a network, authentication data from a mobile device; authenticate, based on the authentication data, a user operating the mobile device; output, over the network and to the mobile device, instructions for communicating with the IVR system; after outputting the instructions, receive, from the IVR system, information indicating that the mobile device, operated by the user, has contacted the IVR system; communicate with the IVR system to authenticate the user of the mobile device, receive, from the IVR system, a voiceprint created by the user of the mobile device; store the voiceprint as an authentication credential for the user of the mobile device.

Establishing a voice authentication credential

This disclosure describes techniques for authenticating a person that seeks to engage in a voice call session with a call center agent, an interactive voice response system, or other system. In one example, this disclosure describes a method that includes storing information associating an authorized device with an account; receiving, over a network and from a device operated by a user, authentication credentials for the user; determining, based on the authentication credentials, that the user is authorized to access the account; receiving, over the network and from the device operated by the user, a request to engage in a voice conversation; responsive to receiving the request, accessing the phone number associated with the authorized device; and initiating a voice call session by placing a call, over the network, to the phone number associated with the authorized device.

Secure call center communications

In an example of this disclosure, a method may include storing, by a first database server, first call session information in a data structure in a memory of the first database server. The first call session information may correspond to a unique identifier that corresponds to a caller. The method may include replicating the first call session information stored in the data structure in the memory of the first database server to a data structure in a memory of a second database server.

Disclosed herein is a computer-implemented method and related system for operating a virtual computer assistant (VCA) system of a service provider system. The method includes activating a switch to connect a communication link of the system from a human assistant (HA) to a customer and conveying first communications over the communication link to the customer from the HA. The method automatically detects a switching event according to a switching rule stored in a switch rules database stored in a memory of the system while the communication link to the HA is active. The method activates the switch to connect the communication link from the customer to a VCA after the conveying of the first communications, and then conveys second communications over the communication link to the customer from the VCA.

System and method for live and virtual support interaction

A method may include receiving, from a customer device, contextual location information about a customer and an interaction type, determining a location-based recommendation and an urgency level for the customer using the contextual location information, generating a routing protocol for communication with the customer based on the interaction type and the urgency level, and providing a communication to the customer according to the routing protocol, the communication including the location-based recommendation.

Systems and methods for providing contextual recommendations

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Matthews, NC, United States of America

Daniel S Sumner