Wells Fargo Bank, N.a.

James Lyle Schafer

Chris Theodore Kalaboukis

Raziq Yaqub

Julio Jiron

Kevin King

Beth S Moss

Kalyan Subramanian

A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer's accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer's accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer's accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer's accounts via the contact center.

Customer self-help control system for contact centers

A call screening computing system is described that is configured to perform voice captcha and real-time monitoring of calls into a contact center of an organization. The call screening computing system includes a chat bot configured to operate as an AI-based call screener. The chat bot is configured to perform voice captcha by sending a random question to a user device placing a call into the contact center, and analyzing the received answer to determine whether a user of the user device is human or a robot. The chat bot is configured to, based on the user being human, determine whether the user is a legitimate customer of the organization by generating and presenting authentication challenges to the user device. The chat bot may be configured to monitor and interact with a conversation between the user and an agent of the organization during the call into the contact center.

Voice captcha and real-time monitoring for contact centers

A computer system is described that is configured to generate an entry in a centralized event log for each voice call into a contact center of an organization. The event log system is configured to receive call data associated with action performed during the call and retrieve context data associated with the call from across a plurality of disparate systems used by the contact center to service the call. The event log system is configured to include both the call data and the context data in the call entry, and to correlate the call entry with previous call entries for a same entity identified for the call. The call entry may also include entity profile data as metadata. The pertinent data for the call will be stored in a single, centralized location accessible by any of the front-end systems for use in determining how to handle the call.

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San Francisco, CA, United States of America

James Lyle Schafer