Capital one services, llc (20240348602). CALLER AND RECIPIENT ALTERNATE CHANNEL IDENTITY CONFIRMATION simplified abstract
Contents
CALLER AND RECIPIENT ALTERNATE CHANNEL IDENTITY CONFIRMATION
Organization Name
Inventor(s)
Adithya Gadwale of Falls Church VA (US)
CALLER AND RECIPIENT ALTERNATE CHANNEL IDENTITY CONFIRMATION - A simplified explanation of the abstract
This abstract first appeared for US patent application 20240348602 titled 'CALLER AND RECIPIENT ALTERNATE CHANNEL IDENTITY CONFIRMATION
Simplified Explanation:
The patent application describes a system and method that combine multi-factor authentication features with intelligent call routing to enhance security and efficiency at a customer call center.
Key Features and Innovation:
- Utilizes pre-authentication of customer support requests to prevent unauthorized access to sensitive customer data.
- Incorporates a contactless card as a second factor of authentication to reduce the risk of third-party impersonation.
- Intelligently routes pre-authorized customer support calls to minimize the chance of malicious call interference and information theft.
Potential Applications: This technology can be applied in various industries that require secure customer interactions, such as banking, healthcare, and telecommunications.
Problems Solved: Addresses the issues of data security and customer authentication in call center environments, reducing the risk of information breaches and fraudulent activities.
Benefits: Enhances security measures for customer support interactions, improves operational efficiency, and safeguards sensitive customer information.
Commercial Applications: The technology can be implemented by call centers, customer service providers, and businesses that handle sensitive customer data to enhance security protocols and streamline customer support processes.
Prior Art: Readers interested in exploring prior art related to this technology can start by researching patents and publications in the fields of cybersecurity, authentication systems, and call center technologies.
Frequently Updated Research: Stay informed about advancements in multi-factor authentication technologies, intelligent call routing systems, and data security protocols to enhance the effectiveness of this innovation.
Questions about Multi-Factor Authentication and Intelligent Call Routing: 1. How does the use of a contactless card as a second factor of authentication improve security in customer support interactions? 2. What are the potential challenges in implementing pre-authorization of customer support calls in a call center environment?
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 to reduce the potential for malicious third-party impersonation of the client. pre-authorized customer support calls are intelligently and efficiently routed in a manner that reduces the opportunity for malicious call interference and information theft.
