Authentication Hub Consolidates Multi-Channel Data
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current authentication methods for contact centers and in-person services are decentralized, not scalable, and lack consistency across different access channels, leading to insufficient security and increased costs.
Innovation Solution
Implementing an authentication hub that consolidates data from various access channels to provide a unified, high-assurance authentication experience, enabling multi-factor authentication and reducing reliance on security questions, while allowing seamless integration of authentication methods across channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If decentralized authentication solutions are used for each access channel, then each channel can have its own authentication method, but the system complexity increases and costs increase
Solution Approach 1:
The patent consolidates multiple decentralized authentication solutions into a single centralized authentication hub that serves all access channels (contact center, in-branch, online). This merging approach maintains the ability to support various authentication methods while reducing overall system complexity and eliminating duplicative infrastructure across channels.
2Adaptability or versatility
If legacy authentication processes are used at contact centers and branches, then authentication can be provided at these locations, but the authentication cannot be cross-utilized amongst other channels
Solution Approach 1:
The authentication hub provides universal authentication functionality that serves multiple access channels simultaneously. Authentication data consolidated at the hub can be cross-utilized across contact center, in-branch, and online channels, ensuring consistent authentication reliability while maintaining adaptability to channel-specific requirements.
3Reliability
If multiple decentralized authentication solutions are implemented across channels, then each channel has authentication capability, but the cost to run and maintain increases
Solution Approach 1:
The patent extracts authentication functionality from individual channel systems and consolidates it into a separate centralized authentication hub. This extraction eliminates the need to maintain duplicative authentication infrastructure at each access channel, reducing maintenance costs while preserving authentication capability across all channels.
4Ease of operation
If legacy authentication processes are used, then authentication can be provided at contact centers and branches, but the security assurance is insufficient
Solution Approach 1:
The authentication hub implements feedback mechanisms that consolidate authentication data from multiple channels and provide real-time verification. This feedback loop enhances security assurance by enabling cross-channel validation of authentication credentials while maintaining ease of operation through centralized management.
Data Source
AI summary
Computing platforms, methods, and storage media for providing multi-channel authentication are disclosed. Exemplary implementations may: receive, from a plurality of system access channels, authentication data related to a plurality of data transfers and to a plurality of users; consolidate the authentication data from the plurality of access channels to generate a set of consolidated authentication data; and generate a user interface, based on the set of consolidated authentication data, to enable execution of a centrally-provided authentication function at a selected system access channel for a selected user initiating a data transfer. An authentication hub according to an implementation may provide a common authentication experience and improved authentication for the plurality of access channels, which may include a telephone contact center, an in-person or branch location, and online services such as web-based or app-based.