Authentication Server Mediator for Caller Identity Verification
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Solution Overview
Problem
Organizations face challenges in authenticating callers effectively, as traditional methods like caller ID spoofing and challenge questions are unreliable, leading to inefficiencies and security concerns, especially when callers attempt to bypass registration or require additional authentication for specific transactions.
Innovation Solution
The system authenticates users through multiple channels, including push notifications, SMS messages, and websites, using verified credentials such as biometrics or PINs, ensuring secure and efficient identification by linking authentication requests to registered devices and providing real-time fraud detection.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional authentication methods like caller ID and challenge questions are used, then the authentication process is simple to implement, but the reliability of caller identification deteriorates due to spoofing and inefficiency
Solution Approach 1:
The patent introduces an authentication server as an intermediary between the IVR system and the caller's device. This server mediates the authentication process by receiving credentials from the IVR, verifying them against stored information, and returning authentication results. This intermediary approach enhances reliability by centralizing authentication logic while keeping the IVR system relatively simple.
Solution Approach 2:
The system performs preliminary actions by pre-registering caller credentials (such as PINs, biometric data, or device identifiers) in a database before actual authentication is needed. During the call, the IVR quickly retrieves and verifies these pre-stored credentials rather than collecting and processing complex authentication data in real-time, thus improving reliability without significantly increasing system complexity.
2Reliability
If multiple authentication channels and verified credentials are implemented, then the security and accuracy of caller identification improve, but the complexity of the authentication system increases
Solution Approach 1:
The authentication server is designed with universal functionality to handle multiple authentication channels (voice calls, SMS, push notifications) and various credential types (PINs, biometrics, device identifiers) through a unified architecture. This multi-functional design allows the system to provide enhanced security across different channels without proportionally increasing complexity, as the core verification logic remains consistent regardless of the authentication method used.
3Reliability
If authentication credentials are verified through multiple channels, then the reliability of identification improves, but the time required for authentication increases
Solution Approach 1:
Caller credentials and device information are pre-registered and stored in the authentication server's database before the actual authentication event. During the call, the IVR system quickly captures real-time data (such as current device identifier or one-time PIN) and compares it against the pre-stored reference information, enabling rapid verification that maintains high reliability without extending call duration significantly.
Solution Approach 2:
The system enables self-service authentication where the caller's own device participates in the verification process. For example, the caller's mobile device automatically provides its identifier or receives and enters a one-time PIN, reducing the need for lengthy interactive verification between the caller and agent. This self-verification approach maintains accuracy while minimizing the time required.
Data Source
AI summary
Methods and systems described in this disclosure receive a call from a device associated with a caller and request an indication of a context of the call. The system can send a request for authentication credentials in a push notification to the device. The push notification can be linked to an authentication tab or page in an application. After authentication of the caller, the system can direct the application to cause a tab or page associated with the subject matter of the call to be displayed on the qualified device.