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