Abstract: Aspects of the disclosure relate to automated text-based customer query systems. A computing device associated with a text-based query system may receive, from a user communication device, a text input at the user communication device. The computing device may determine, based on the text input, a voice extensible markup language (VXML) application from a plurality of VXML applications. The computing device may determine, based on the VXML application, a text output, and send the text output for display at the user device.

Abstract: Apparatus and methods for enhancing security of an authentication process of a caller that initiated a call in an Interactive Voice Response (“IVR”) system are provided. The methods may include routing the call through the IVR system to a headset. After the routing, the methods may include retrieving data associated with the caller. In response to the retrieved data meeting one or more predetermined conditions, a graphical user interface of an agent computer paired to the headset may display a plurality of validation information for validating the caller. Selection by the agent of validation information may trigger methods for transmitting a request to the caller, via a caller mobile phone, to input the validation information selected by the agent. The methods may additionally include authenticating the caller based at least in part on the information input into the mobile phone.

Abstract: Apparatus and methods for enhancing security of an authentication process of a caller that initiated a call in an Interactive Voice Response (“IVR”) system are provided. The methods may include routing the call through the IVR system to a headset. After the routing, the methods may include retrieving data associated with the caller. In response to the retrieved data meeting one or more predetermined conditions, a graphical user interface of an agent computer paired to the headset may display a plurality of validation information for validating the caller. Selection by the agent of validation information may trigger methods for transmitting a request to the caller, via a caller mobile phone, to input the validation information selected by the agent. The methods may additionally include authenticating the caller based at least in part on the information input into the mobile phone.

Abstract: Aspects of the disclosure relate to automated text-based customer query systems. A computing device associated with a text-based query system may receive, from a user communication device, a text input at the user communication device. The computing device may determine, based on the text input, a voice extensible markup language (VXML) application from a plurality of VXML applications. The computing device may determine, based on the VXML application, a text output, and send the text output for display at the user device.

Abstract: Aspects of the disclosure relate to automated text-based customer query systems. A computing device associated with a text-based query system may receive, from a user communication device, a text input at the user communication device. The computing device may determine, based on the text input, a voice extensible markup language (VXML) application from a plurality of VXML applications. The computing device may determine, based on the VXML application, a text output, and send the text output for display at the user device.