Wells Fargo Bank, N.A.

Nishit Kumar Thakur

Venkatesan Chinnaraju

Ling Yee Lindy Sin

Casey William Landvatter

Mikhail Shimberg

Jassen Andrew Mcnulty

Chris L Lieu

Richard Glen Smith

Srinivasa Gupta Vudathv

Brad E Ingles

Disclosed in some examples are methods, systems, and devices which provide for an IRS menu bypass and an authentication and session transfer to a live agent according to some examples of the present disclosure. When a handover condition is detected the ANLPA requests a security token from the IRS. The ANLPA also provides the user's authentication status, context information about why the user is calling, and/or other information to the IRS. When the user calls, they provide the security token to the IRS. The IRS uses the token to look up the authentication status and the context information and to automatically route the user to the correct live agent. In some examples, in order to enhance security, the user remains authenticated only if they are calling from a same computing device that hosted the ANLPA session and requested the security token.

Transitional handoff from a digital communication device to a designated interaction routing system

Growing community of inventors

Fremont, CA, United States of America

Nishit Kumar Thakur