US 11,949,800 B2
Systems and methods for providing enhanced security features in a virtual reality (VR) onboarding session
Tushar Agarwal, Gurugram (IN); Sandeep Kumar Chauhan, Hyderabad Telangana (IN); Nandini Rathaur, Hyderabad (IN); Vasuki Anand, Chennai (IN); Amardeep Singh Talwar, New Delhi (IN); Pushpa Neelakantan, Chennai (IN); and Shailendra Singh, Thane West Maharashtra (IN)
Assigned to Bank of America Corporation, Charlotte, NC (US)
Filed by Bank of America Corporation, Charlotte, NC (US)
Filed on May 10, 2022, as Appl. No. 17/740,456.
Prior Publication US 2023/0370290 A1, Nov. 16, 2023
Int. Cl. H04L 9/36 (2006.01); G06Q 30/016 (2023.01); G06T 13/40 (2011.01); G06T 19/00 (2011.01); H04L 9/08 (2006.01)
CPC H04L 9/36 (2013.01) [G06Q 30/016 (2013.01); G06T 13/40 (2013.01); G06T 19/006 (2013.01); H04L 9/0863 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for providing a four-part, virtual reality (VR) customer service interaction between a customer service avatar and a customer, the system comprising:
a VR platform, said VR platform co-located with the customer service avatar;
a VR device, said VR device co-located with the customer;
a mobile device, said mobile device co-located with the customer, the mobile device running a mobile application, the mobile application is in communication with the VR device, and the mobile application is in communication with the VR platform; wherein:
a first part occurring during a customer VR session activation process:
the customer service avatar communicates with the mobile application executing on the mobile device to request a set of know your customer (KYC) information;
the mobile application requests the set of KYC information from the customer;
the mobile application receives the set of KYC information from the customer;
the mobile application provides the set of KYC information to the customer service avatar; and
the VR platform receives a login request from the customer using the mobile application and the VR device;
a second part occurring during a customer VR session validation process;
the VR platform validates the customer by:
transmitting, from the VR platform, a one-time password to the mobile device;
receiving, at the VR platform, from the mobile device, the one-time password that was entered by the customer on the mobile device;
upon validation, the VR platform fetches a list of VR services, and transmits the list to the mobile device for selection by the customer;
the VR platform receives a selection of a service from the customer via the mobile device, said selection from the list of VR services;
the VR platform creates a payload that includes session elements;
the VR platform encrypts non-public information (NPI) session elements included in the session elements;
the payload is transferred from the VR platform to the mobile device in communication with the VR device;
the payload is decrypted at the mobile device; and
a co-browsing VR session is instantiated between the customer service avatar and the customer;
a third part occurring during a co-browsing VR session request:
the mobile application, in communication with the VR device, transmits a login session request to the VR platform, the login session request comprises a plurality of validation parameters;
the login session request is transmitted to a customer validation engine operating on the VR platform;
the customer validation engine validates the login session request;
a validation confirmation, including the list of VR services, is transmitted from the customer validation engine to the mobile application;
a fourth part occurring during the co-browsing VR session:
based on the selection of the service, the VR platform provides a VR demonstration on the selection of the service; and
the VR platform receives a customer engagement signal from the mobile device; and
the VR platform instantiates the co-browsing VR session between the customer and the customer service avatar.