Biometric Authentication Server for Contact Center Data Exchange

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Solution Overview

Problem

Current user authentication methods for data exchange with remote entities, such as contact centers, are cumbersome and insecure, particularly in telephone-based transactions, leading to increased Average Handling Time and potential fraud, and do not support alternative payment methods.

Innovation Solution

A method and system for secure user authentication using a server that establishes connections with computing devices to retrieve and authenticate user and device attributes, enabling secure data exchange by associating data exchange information with applications on the devices, facilitating frictionless payments and secure data sharing.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If traditional authentication methods (passcodes, card details) are used for data exchange with contact centres, then security is improved, but user convenience and Average Handling Time deteriorate

Engineering Contradiction:

ImprovesecurityVSAvoiduser convenience

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The patent replaces traditional mechanical authentication methods (keypad entry, card swiping) with biometric authentication systems. Fingerprint sensors, facial recognition cameras, and voice recognition microphones are integrated into user devices to capture biometric data, which is then transmitted securely to the contact centre for verification, eliminating the need for manual passcode entry

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The patent introduces a secure authentication server as an intermediary between the user device and the contact centre. This server receives biometric data from the user device, performs verification against stored credentials, and returns authentication results to the contact centre, thereby securing the authentication process while maintaining system integration

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If card details are exchanged with contact centres for authentication, then payment verification is improved, but security risk and fraud potential worsen

Engineering Contradiction:

Improvepayment verificationVSAvoidfraud risk

Core Design Contradiction:

ReliabilityVSObject-affected harmful factors

Solution Approach 1:

The patent replaces card-based authentication with biometric authentication systems. Fingerprint sensors, facial recognition cameras, and voice recognition microphones capture unique physiological traits that cannot be replicated or stolen like card details, thereby eliminating the security vulnerabilities associated with card data exchange while maintaining payment verification capabilities

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The patent creates secure digital replicas of biometric data (fingerprint patterns, facial geometry, voice characteristics) that are stored encrypted in databases. These digital copies are used for verification without requiring physical contact or data exchange, ensuring that the original biometric traits remain secure while enabling authentication

Inventive Principle:

Principle #26Copying

3Reliability

If 3-D Secure authentication is implemented, then fraud liability is shifted to third parties, but user experience and authentication speed deteriorate

Engineering Contradiction:

Improvefraud protectionVSAvoidauthentication time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The patent performs biometric authentication in advance during the initial connection phase. User devices capture and transmit biometric data before the actual transaction occurs, allowing the authentication server to verify credentials beforehand. This preliminary authentication eliminates the need for additional verification steps during the transaction, reducing overall authentication time while maintaining security

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent maintains continuous authentication sessions once verified. After initial biometric verification, the system establishes an authenticated session that remains valid for the duration of the interaction, eliminating the need for repeated authentication challenges and maintaining continuous secure communication without time interruptions

Inventive Principle:

Principle #20Continuity of useful action

Data Source

PatentUS11416859B2Methods of authenticating a user for data exchange

Publication Date: 2022.08.16 ECKOH UK

AI summary

A method of facilitating the exchange of data between a user having a computing device, and a remote entity, where a first connection has been established between the user and the remote entity, and where the user has associated data exchange information with an application on the computing device, the data exchange information defining properties of the data to be exchanged between the user and the remote entity. The method comprises establishing, at a server, a second connection to the computing device; enabling retrieval of a user authentication attribute associated with the data exchange information; enabling retrieval of a device authentication attribute associated with the data exchange information; enabling authentication of the user using the user authentication attribute; and enabling authentication of the computing device using the device authentication attribute, where data may be exchanged between the computing device and the remote entity in accordance with the data exchange information following authentication of the user and the computing device.