Wells Fargo Bank, N.a.

Kimarie Pike Matthews

Uma Meyyappan

Balinder Singh Mangat

Upul D Hanwella

Jennifer Toby Whateley

Maria J Latorre

Scott Edward Pitchford

Matthew G Vanhouten

Darius A Miranda

Tyua Larsen Fraser

Timothy J Shipman

Thomas E Gross

Matthew P Schlachtman

Brett David Ehrlich

Gregory Scott Hill

Robin J Cusimano

Edward P Scholtens

Richard Castanho

Colleen Reardon Graham

Germaine S Chee

James W Pedersen

Kristin Deegan

Kristin H Deegan

Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.

Chat communication support assistants

Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.

Automated chatbot transfer to live agent

Systems and methods are described for facilitating payments and transactions using social background checks. Such systems and methods may use social networks with both individual members communicating over a network to a social authentication computing system. The authentication of transactions associated financial institutions are determined through the use of relationship measures based on social media interactions. Transactions and services available to a user are determined based on a measure of social identity through the use of social media platforms. Available contact and interaction data from one or more social media platforms is leveraged to analyze a level of trust that a transaction is not a consequence of fraudulent activity. Transactions that have a low level of risk of being a consequence of fraudulent activity are benefited through faster transaction times and other improvements.

Systems and methods for preferring payments using a social background check

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Burlingame, CA, United States of America

Kimarie Pike Matthews