Patent ID: 11949800
Assignee: BANK OF AMERICA CORPORATION
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 0:
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.