Enhanced interactive voice response system providing bi-communication pathways for call support and routing

A telephonic routing system to enable rerouting a call between a live agent and an automated agent, the telephonic routing system running on a communications server, the telephonic routing system comprising:

• a receiver configured to:
• receive a telephonic call from a caller;
• and
• extract a phone number of the telephonic call;
• a router configured to route the telephonic call to a first communication pathway, the first communication pathway connecting the telephonic call to a live agent headset device;
• a processor configured to:
• retrieve a customer profile associated with the phone number;
• and
• display 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;
• the router further configured to reroute 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;
• the processor further configured to verify the authenticity of the caller, via the automated agent, 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 data stored in the customer profile;
• and
• in response to confirming, updating an authentication status displayed on the GUI;
• while the call is in communication with the second communication pathway, the processor is configured to:
• place 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
• update 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;
• displaying the authentication status of the input field;
• and
• establishing a window within the GUI configured for receiving one or more requests, in real-time, from the live agent headset device, the one or more requests for requesting additional authentication from the caller;
• and
• the router is further configured to, follow the verifying of the authenticity of the caller, reroute the call to the first communication pathway.

A method for automatically rerouting telephonic calls between a live agent and an automated agent, the method being performed via a processor on a communications server, 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 a first authentication question on the second communication pathway;
• receiving a first voice response to the first authentication question;
• performing a first authentication step, the first authentication step comprising verifying that a similarity between the first 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 first voice response to text;
• and
• confirming whether the text matches profile data stored in the customer profile;
• when the text does not match the profile data:
• rerouting the telephonic call to the first communication pathway;
• transmitting a one-time passcode (“OTP”) to a mobile device of the caller;
• receiving input, at the live agent headset device, of the OTP;
• in response to an authentication of the OTP by the live agent headset device, rerouting the call to the second communication pathway;
• outputting a second authentication question at the second communication pathway;
• and
• receiving a second voice response to the second authentication question;
• and
• when the text does match the profile data, 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 first authentication question;
• displaying the text within the input field determined to be associated with the first authentication question, the displaying being displayed as obscured text;
• 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.