AI-Guided Representative Data Access for Privacy-Limited Calls
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Solution Overview
Problem
Current systems fail to adequately protect customer information while allowing representatives to perform their job duties, leading to potential misuse or unauthorized access, which poses risks to companies and employees.
Innovation Solution
Implement a system that monitors calls between users and representatives, uses artificial intelligence to determine call intent, selectively unlocks relevant data, and employs a one-way function for authentication to ensure secure access to sensitive information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If all customer information is provided to representatives, then representatives can perform their job duties effectively, but data security and privacy protection deteriorate
Solution Approach 1:
The patent segments customer data into multiple categories (basic information, sensitive information, financial information, etc.) and assigns different access levels to representatives based on their role and the specific call context. This allows representatives to access only the necessary portion of customer data required for their job duties while preventing access to sensitive information they do not need, thereby resolving the contradiction between operational efficiency and data security.
Solution Approach 2:
The patent implements dynamic data access control where the level of data access is adjusted in real-time based on the call context, customer preferences, and representative authorization. The system monitors the conversation and automatically unlocks or locks specific data fields as needed, allowing representatives to have full access when necessary for service quality while maintaining security when not needed, thus balancing efficiency and security requirements.
2Object-affected harmful factors
If data access is restricted to protect privacy, then data security improves, but representative ability to perform job duties deteriorates
Solution Approach 1:
The patent introduces an intermediary system (automated assistant or AI module) that acts as a mediator between restricted data and representatives. This intermediary automatically retrieves, filters, and presents only the relevant customer information needed for the current call context, allowing representatives to maintain high productivity while the system enforces privacy protection by never exposing unnecessary sensitive data to human representatives.
Solution Approach 2:
The patent performs preliminary actions by pre-analyzing the call context, customer profile, and representative authorization level before the representative views any data. The system proactively prepares and displays only the appropriate level of information needed for the specific situation, eliminating the need for representatives to request or access broader data sets, thus maintaining productivity while enforcing privacy from the outset.
3Object-affected harmful factors
If selective data access is implemented, then data security improves, but system complexity increases
Solution Approach 1:
The patent implements a self-service access control system where the automated assistant or AI module autonomously determines the appropriate data access level based on pre-defined policies, call context analysis, and customer preferences. The system automatically unlocks or locks data fields without requiring manual approval or complex administrative intervention, reducing system complexity while maintaining strong security controls through automated decision-making.
Data Source
AI summary
Embodiments described herein disclose methods and systems for providing selective data access to representatives. In some embodiments, the system can monitor a call between a user and a representative regarding a subject matter. The user can have an associated profile with data, and the data can be locked such that the representative cannot access the data. During the conversation between the representative and the user, the system can continuously convert both parties' speech into text. The system can determine an intent of the call based on the text and unlock a portion of the data about the user based on the determined intent of the call. Only the unlocked portion of the data is displayed to the representative.