Bank of America Corporation
ASSISTANCE AND RECOVERY WORKSTATION PLATFORM WITH BILATERAL MULTI-CHANNEL COGNITIVE RESOURCE INTEGRATION

Abstract:

Embodiments of the invention are directed to a system, method, or computer program product for providing a pre-arrears learning system with multi-channel cognitive resource application integration on front and back end applications. The system comprises a hub or workstation for representatives while also allowing for multi-channel cognitive resource application integration as a communication liaison with the user product identification. The system may identify key words during the interaction and provide those points to an representative via a storyboard. Furthermore, the system provides a strategy decision engine for product matching for the user, which allows the representative to mirror graphical user interfaces with the user device for product application.