Bank of America Corporation

Saurabh Mehta

Pavan K Chayanam

Srinivas Dundigalla

Yogesh Raghuvanshi

Sivakumar Nagarajan

Juraj Partila

Dhiraj Jain

Shali Liu

Lining Mo

ChiaHsun Lin

Aspects of the disclosure relate to using machine learning to simulate an interactive voice response system. A computing platform may receive user interaction information corresponding to interactions between a user and enterprise computing devices. Based on the user interaction information, the computing platform may identify predicted intents for the user, and may generate hotkey information based on the predicted intents. The computing platform may send the hotkey information and commands directing the mobile device to output the hotkey information. The computing platform may receive hotkey input information from the mobile device. Based on the hotkey input information, the computing platform may generate a hotkey response message. The computing platform may send, to the mobile device, the hotkey response message and commands directing the mobile device to convert the hotkey response message to an audio output and to output the audio output.

Virtual assistant host platform configured for interactive voice response simulation

Aspects of the disclosure relate to using machine learning to simulate an interactive voice response system. A computing platform may establish a virtual assistant session with a mobile banking application executing on a mobile device, which may include authenticating at least one authentication credential associated with an online banking account. The computing platform may receive an assistance message from the mobile device requesting assistance. Using a machine learning model, the computing platform may identify an intent of the assistance message. The computing platform may generate a response message based on the intent of the assistance message. The computing platform may send the response message and one or more commands directing the mobile device to output an audio response file based on the response message to the mobile device, which may cause the mobile device to convert the response message into the audio response file and output the audio response file.

Apparatus and methods for enhancing security of an authentication process of a caller that initiated a call in an Interactive Voice Response ('IVR') system are provided. The methods may include routing the call through the IVR system to a headset. After the routing, the methods may include retrieving data associated with the caller. In response to the retrieved data meeting one or more predetermined conditions, a graphical user interface of an agent computer paired to the headset may display a plurality of validation information for validating the caller. Selection by the agent of validation information may trigger methods for transmitting a request to the caller, via a caller mobile phone, to input the validation information selected by the agent. The methods may additionally include authenticating the caller based at least in part on the information input into the mobile phone.

Secure remote data submission for IVR systems

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Charlotte, NC, United States of America

Saurabh Mehta