US 12,452,372 B2
Enhanced interactive voice response system providing bi-communication pathways for call support and routing
Xianhong Zhang, Issaquah, WA (US); Sridevi Rachakulla, Charlotte, NC (US); Ramakrishna Yannam, The Colony, TX (US); Tao Huang, Bellevue, WA (US); and Manoj Shankar, Bothell, WA (US)
Assigned to Bank of America Corporation, Charlotte, NC (US)
Filed by Bank of America Corporation, Charlotte, NC (US)
Filed on Jan. 16, 2024, as Appl. No. 18/413,336.
Prior Publication US 2025/0233943 A1, Jul. 17, 2025
Int. Cl. H04M 3/523 (2006.01); H04M 3/42 (2006.01)
CPC H04M 3/5235 (2013.01) [H04M 3/42068 (2013.01); H04M 2203/256 (2013.01); H04M 2203/6045 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for automatically rerouting telephonic calls between a live agent and an automated agent, the method comprising:
receiving a telephonic call from a caller;
routing the telephonic call to a first communication pathway, the first communication pathway connecting the telephonic call to a live agent headset device;
retrieving a customer profile associated with a phone number of the telephonic call;
displaying authentication data, on a graphical user interface (“GUI”) of a computing device associated with the live agent headset device, the authentication data comprising:
the customer profile; and
input fields for receiving authentication information;
rerouting the telephonic call from the first communication pathway to a second communication pathway for verifying an authenticity of the caller, the second communication pathway establishing a connection between the telephonic call and the automated agent, wherein the automated agent verifies the authenticity of the caller by:
outputting an authentication question on the second communication pathway;
receiving a voice response to the authentication question;
performing a first authentication step, the first authentication step comprising verifying that a similarity between the voice response and a pre-recorded voice signature stored in the customer profile is greater than a pre-determined threshold level; and
following a determination that the similarity is greater than the pre-determined threshold level, performing a second authentication step comprising:
converting the voice response to text;
confirming whether the text matches profile data stored in the customer profile; and
in response to confirming, updating an authentication status displayed on the GUI;
while the telephonic call is in communication with the second communication pathway:
placing the live agent headset device on hold such that a second call is not received by the live agent headset device while the call is rerouted to the second communication pathway; and
updating the GUI, in real time, to include information received by the automated agent, the updating comprising:
determining an input field that is associated with the authentication question;
displaying the text within the input field determined to be associated with the authentication question, the displaying being displayed as obscured text; and
displaying the authentication status of the input field; and
following the verifying of the authenticity of the caller, rerouting the call to the first communication pathway.