Communication with a Voice-Based Account Management System

• US 20140101732A1
• Filed: 10/08/2012
• Published: 04/10/2014
• Est. Priority Date: 10/08/2012
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Cincera, Matthew Brian
• Application Number:
  US13/646,777
• Publication Number:
  US 20140101732A1
• Time in Patent Office: Days
• US Class Current: 726/5
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints

Abstract

According to an embodiment, a method facilitates communication with a voice-based management system. An authentication credential is received. Based on the authentication credential, a user is allowed to access an on-line management system operable to facilitate management of an account. The on-line management system receives a request to connect the user to a voice-based management system operable to facilitate providing a response to a question included in the request. A user type associated with the user is determined. A context associated with the question included in the request is determined. A response unit in the voice-based management system is determined according to the user type and the context. The user is connected to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit.

Claims

1. An on-line account management system for facilitating communication with a voice-based management system, comprising:

a memory comprising rules associated with facilitating communication with a voice-based management system; and

a processor communicatively coupled to the memory and operable to;

receive an authentication credential;

based on the authentication credential, allow a user to access an on-line management system operable to facilitate management of an account;

receive, by the on-line management system, a request to connect the user to the voice-based management system operable to facilitate providing a response to a question included in the request;

determine a user type associated with the user;

determine a context associated with the question included in the request;

determine a response unit in the voice-based management system according to the user type and the context; and

connect the user to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit.

2. The system of claim 1, wherein the processor is further operable to authenticate the user to the response unit in the voice-based management system using the authentication credential.

3. The system of claim 1, wherein the processor is further operable to determine the user type by determining a level of funds that the user has in the account.

4. The system of claim 1, wherein the processor is further operable to determine the user type by determining a fraud risk associated with the user.

5. The system of claim 1, wherein the processor is further operable to determine the context by determining a site in the on-line management system from which the request is made.

6. The system of claim 1, wherein the response unit is one of a group consisting of an interactive voice response module and a contact center module operable to facilitate voice communication with a human agent.

7. The system of claim 1, wherein the response unit is a contact center module operable to facilitate voice communication with a human agent, wherein the processor is further operable to automatically provide the question to a device operated by the human agent.

8. A method for facilitating communication with a voice-based management system, comprising:

receiving an authentication credential;

based on the authentication credential, allowing a user to access an on-line management system operable to facilitate management of an account;

receiving, by the on-line management system, a request to connect the user to a voice-based management system operable to facilitate providing a response to a question included in the request;

determining, using a processor, a user type associated with the user;

determining, using the processor, a context associated with the question included in the request;

determining, using the processor, a response unit in the voice-based management system according to the user type and the context; and

connecting the user to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit.

9. The method of claim 8, further comprising authenticating the user to the response unit in the voice-based management system using the authentication credential.

10. The method of claim 8, wherein determining the user type comprises determining a level of funds that the user has in the account.

11. The method of claim 8, wherein determining the user type comprises determining a fraud risk associated with the user.

12. The method of claim 8, wherein determining the context comprises determining a site in the on-line management system from which the request is made.

13. The method of claim 8, wherein the response unit is one of a group consisting of an interactive voice response module and a contact center module operable to facilitate voice communication with a human agent.

14. The method of claim 8, wherein the response unit is a contact center module operable to facilitate voice communication with a human agent, the method further comprising automatically providing the question to a device operated by the human agent.

15. A non-transitory computer readable medium comprising logic, the logic when executed by a processor, operable to:

receive an authentication credential;

based on the authentication credential, allow a user to access an on-line management system operable to facilitate management of an account;

receive, by the on-line management system, a request to connect the user to a voice-based management system operable to facilitate providing a response to a question included in the request;

determine a user type associated with the user;

determine a context associated with the question included in the request;

determine a response unit in the voice-based management system according to the user type and the context; and

connect the user to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit.

16. The computer readable medium of claim 15, wherein the logic is further operable to authenticate the user to the response unit in the voice-based management system using the authentication credential.

17. The computer readable medium of claim 15, wherein the logic is further operable to determine the user type by determining a level of funds that the user has in the account.

18. The computer readable medium of claim 15, wherein the logic is further operable to determine the context by determining a site in the on-line management system from which the request is made.

19. The computer readable medium of claim 15, wherein the response unit is one of a group consisting of an interactive voice response module and a contact center module operable to facilitate voice communication with a human agent.

20. The computer readable medium of claim 15, wherein the response unit is a contact center module operable to facilitate voice communication with a human agent, wherein the processor is further operable to automatically provide the question to a device operated by the human agent.