18394363. CALLER AND RECIPIENT ALTERNATE CHANNEL IDENTITY CONFIRMATION simplified abstract (Capital One Services, LLC)

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CALLER AND RECIPIENT ALTERNATE CHANNEL IDENTITY CONFIRMATION

Organization Name

Capital One Services, LLC

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 18394363 titled 'CALLER AND RECIPIENT ALTERNATE CHANNEL IDENTITY CONFIRMATION

Simplified Explanation: The patent application describes a system and method that combine multi-factor authentication features and 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 data theft.

Potential Applications: This technology can be applied in various industries that require secure customer interactions, such as banking, healthcare, and telecommunications.

Problems Solved: The system addresses the issues of unauthorized access to sensitive customer data, third-party impersonation, and malicious call interference in customer call centers.

Benefits:

  • Enhanced security measures to protect sensitive customer information.
  • Improved efficiency in handling customer support requests.
  • Reduced risk of data breaches and fraudulent activities.

Commercial Applications: This technology can be utilized by call centers, customer service departments, and companies that prioritize data security and customer privacy.

Prior Art: Readers can explore prior art related to multi-factor authentication systems, intelligent call routing, and customer support technologies to gain a deeper understanding of the innovation presented in this patent application.

Frequently Updated Research: Stay informed about advancements in multi-factor authentication technologies, call center security measures, and intelligent routing systems to enhance the effectiveness of this innovation.

Questions about the Technology: 1. How does the system ensure the security of customer data during call handling? 2. What are the potential implications of using a contactless card as a second factor of authentication in customer support interactions?


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.