Bi-Path Interactive Voice Response Routing for Authentication
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Solution Overview
Problem
Existing customer authentication methods in call centers involve manual input of sensitive information by live agents, leading to security concerns and inaccuracies due to typing errors or miscommunication, which prolong call durations and increase wait times.
Innovation Solution
A telephonic routing system that automatically routes calls between a live agent and an automated agent, using a processor to retrieve customer profiles, verify authenticity via voice recognition and machine learning, and perform secure authentication without manual input.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual customer authentication by live agents is used, then customer assistance can be provided, but security is compromised and inaccuracies occur due to typing errors or miscommunication
Solution Approach 1:
The patent replaces the mechanical manual input process with an automated voice recognition system. The live agent speaks authentication questions and receives automated voice responses, eliminating typing errors and miscommunication while maintaining the human interaction model.
Solution Approach 2:
The automated agent performs authentication tasks independently by processing voice responses and comparing them against stored customer data. This self-service capability reduces reliance on manual agent input while maintaining security through automated verification processes.
2Reliability
If manual customer authentication is performed, then authentication can be completed, but call duration increases leading to longer queues
Solution Approach 1:
The automated authentication process operates continuously without interruption. The system processes voice responses, compares them with stored data, and provides authentication decisions without the delays inherent in manual typing and verification processes.
Solution Approach 2:
By replacing manual typing and verification with automated voice recognition and electronic data comparison, the system eliminates the time-consuming mechanical processes while maintaining complete authentication functionality.
3Productivity
If automated authentication is implemented, then call duration is reduced and accuracy is improved, but system complexity increases
Solution Approach 1:
The automated agent serves multiple functions including asking authentication questions, processing voice responses, comparing data against stored records, and providing authentication decisions. This multi-functionality consolidates what would otherwise require multiple separate systems into a single integrated component.
Solution Approach 2:
The patent introduces an automated agent as an intermediary between the live agent and the authentication system. This intermediary handles the complex tasks of voice processing and data comparison, allowing the live agent to focus on customer interaction while maintaining system simplicity from their perspective.
Data Source
AI summary
A telephonic routing system to enable rerouting a call between a live agent and an automated agent. The system may include a receiver configured to receive a telephonic call from a caller. The system may also include a router configured to route the telephonic call to a first communication pathway where the first communication pathway may connect the telephonic call to a live agent headset device. The system may also include a processor configured to retrieve a customer profile associated with a phone number of the telephonic call and display authentication data, on a graphical user interface (“GUI”) of a computing device associated with the live agent headset device. The router may be further configured to reroute the telephonic call to a second communication pathway for verifying an authenticity of the caller. The second communication pathway may establish a connection between the telephonic call and the automated agent.