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

Claim 11:
12. A method for providing a four-part, virtual reality (VR) customer service interaction between a customer service avatar, operating on a VR platform, and a customer using a mobile device and a VR device, the mobile device running a mobile application, the mobile application enabling communication between the mobile device and the VR device, the method comprising:
initiating a first part of the four-part, VR customer interaction, the first part occurring during a customer VR session activation process, the first part including:
requesting a set of know your customer (KYC) information, by the customer service avatar, from the mobile application executing on the mobile device;
requesting, from the customer, the set of KYC information, by the mobile application in communication with the VR device;
receiving, from the customer, the set of KYC information, at the mobile application;
transmitting, from the mobile application, the set of KYC information, to the customer service avatar at the VR platform; and
receiving, at the VR platform, a login request, from the customer using the VR device and mobile application running on the mobile device;

initiating a second part of the four-part, VR customer interaction, the second part occurring during a customer VR session validation process, the second part including:
transmitting a one-time password (OTP) from the VR platform to a second device associated with the customer;
receiving entry of the OTP from the customer at the mobile device;
transmitting the OTP from the mobile device to the VR platform;
validating, at the VR platform, the OTP;
fetching, at the VR platform, a list of VR services;
transmitting the list of VR services from the VR platform to the mobile device;
displaying the list of VR services on the mobile device;
receiving, at the mobile device, a selection of a service from the list of VR services;
transmitting the selection of the service from the mobile device to the VR platform;
creating, at the VR platform, a payload that includes a plurality of session elements;
encrypting non-public information (NPI) session elements included in the plurality of session elements;
transferring the payload from the VR platform to the mobile device;
decrypting the payload at the mobile device; and
instantiating a co-browsing VR session between the customer service avatar and the customer;

initiating a third part of the four-part, VR customer interaction, the third part occurring during a co-browsing VR session request, the third part including:
transmitting, from the mobile application to the VR platform, a login session request, the login session request comprising a plurality of validation parameters;
forwarding the login session request to a customer validation engine operating on the VR platform;
validating the login session request at the customer validation engine; and
transmitting, from the customer validation engine to the mobile application, a validation confirmation, the validation confirmation comprising the list of VR services;

initiating a fourth part of the four-part, VR customer interaction, the fourth part occurring during the co-browsing VR session, the fourth part including:
providing, based on the selection of the service, a VR demonstration on the selection of the service;
receiving, at the VR platform, from the mobile device, a customer engagement signal; and
instantiating, at the VR platform, the co-browsing VR session between the customer and the customer service avatar.