Automated Authentication via Device Identifiers
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Solution Overview
Problem
Current customer service authentication methods, such as caller ID-based authentication, are inefficient and require repeated authentication when callers are transferred between service providers, leading to increased processing time and potential security vulnerabilities.
Innovation Solution
A system that utilizes client devices for automated authentication through digital identification data, such as biometric data and personal identification numbers, to facilitate secure communication channels between customers and customer service agents, enabling enhanced authentication and secure data access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If caller ID-based authentication is used, then authentication can be performed, but processing time increases and security is compromised when callers are transferred between service providers
Solution Approach 1:
The system performs authentication in advance by obtaining device identifiers (IMEI, MAC address, IP address) from the client device before the actual customer service interaction begins. This preliminary authentication ensures that when callers are transferred between service providers, the authentication has already been completed, eliminating repeated authentication steps and reducing processing time while maintaining security.
Solution Approach 2:
The patent introduces a gatekeeper system that acts as an intermediary between the caller and customer service agents. The gatekeeper obtains and verifies device identifiers, creating a secure authentication layer that remains valid across service provider transfers. This intermediary approach separates the authentication process from the service delivery process, allowing efficient transfers without re-authentication.
2Reliability
If repeated authentication is performed when callers are transferred between service providers, then security is maintained, but processing time increases
Solution Approach 1:
The system establishes continuous authentication validity by obtaining device identifiers once and maintaining their validity throughout the customer service interaction, including transfers between service providers. The gatekeeper system ensures that the authentication state continues without interruption, allowing seamless transfers while maintaining security, thus preserving service efficiency.
3Reliability
If automated authentication using digital identification data is implemented, then security is enhanced, but device complexity increases
Solution Approach 1:
The client device automatically provides its device identifiers (IMEI, MAC address, IP address) to the gatekeeper system without requiring user intervention or complex configuration. The authentication process is self-service in nature, where the device itself participates in the authentication by providing its identifying characteristics, simplifying the user experience while enhancing security.
Data Source
AI summary
A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests and/or customer service agent control over a customer's access device. Some embodiments include logic configured to manage and enhance communication channels between devices.