US Patent Application 18324252. SYSTEM AND METHOD FOR SECOND FACTOR AUTHENTICATION TO PERFORM SERVICES simplified abstract

SYSTEM AND METHOD FOR SECOND FACTOR AUTHENTICATION TO PERFORM SERVICES

Organization Name

Capital One Services, LLC

Inventor(s)

Rajko Ilincic of Annandale VA (US)

Kaitlin Newman of Washington DC (US)

Jeffrey Rule of Chevy Chase MD (US)

SYSTEM AND METHOD FOR SECOND FACTOR AUTHENTICATION TO PERFORM SERVICES - A simplified explanation of the abstract

This abstract first appeared for US patent application 18324252 titled 'SYSTEM AND METHOD FOR SECOND FACTOR AUTHENTICATION TO PERFORM SERVICES

Simplified Explanation

The patent application describes a system and method to enhance security and efficiency at a customer call center by leveraging multi-factor authentication and intelligent call routing.

• The system aims to reduce the risk of sensitive customer data being misused during call handling.
• It introduces pre-authentication of customer support requests to verify the legitimacy of the caller.
• A contactless card associated with the client serves as a second factor of authentication, minimizing the possibility of impersonation by malicious third parties.
• Pre-authorized customer support calls can be efficiently routed directly to call center agents, eliminating unnecessary delays.
• Call center agents can initiate additional client authentication processes during the call, such as contactless card authentication, to access sensitive information or alleviate suspicion.

Original Abstract Submitted

A system and method are disclosed that leverage multi-factor authentication features of a service provider and intelligent call routing to increase security and efficiency at a customer call center. Pre-authentication of customer support requests reduces the potential for misappropriation of sensitive customer data during call handling. A contactless card uniquely associated with a client may provide a second factor of authentication via a backchannel to reduce the potential for malicious third-party impersonation of the client prior to transfer of the call to the customer call center. Pre-authorized customer support calls may be intelligently and efficiently routed directly to call center agents, without incurring further delay. During call handling, call center agents may initiate further client authentication processes, including contactless card authentication requests, over one or more different communication channels for authorizing access to sensitive information or to allay suspicion.