Biometric Caller Authentication System with Eligibility Check
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Solution Overview
Problem
Organizations face challenges in reliably authenticating callers due to spoofed caller identification and inefficient methods, such as lengthy challenge questions, which can be unreliable and time-consuming, especially when callers lack the necessary mobile application or biometric authentication capabilities.
Innovation Solution
Implementing a system that uses biometric authentication features on callers' devices, such as fingerprint recognition, to securely and efficiently authenticate users before interacting with representatives or IVR systems, even when the mobile application is not downloaded, by determining device eligibility and utilizing alternative authentication methods when necessary.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If biometric authentication is implemented, then security and caller identification accuracy are improved, but device compatibility and ease of operation deteriorate when callers lack mobile applications or biometric capabilities
Solution Approach 1:
The authentication system dynamically adapts its method based on device capabilities. The system determines whether a caller's device supports biometric authentication and automatically selects the appropriate authentication pathway - biometric for capable devices, alternative methods for incapable devices - ensuring both security for supported users and accessibility for all callers
Solution Approach 2:
The system introduces an intermediary eligibility determination step that assesses device capabilities before committing to a specific authentication method. This intermediary layer allows the system to bridge between advanced biometric authentication and traditional alternative methods, maintaining security while accommodating diverse device capabilities
2Loss of time
If biometric authentication is used, then authentication speed and call duration are reduced, but reliability deteriorates when callers lack biometric authentication capabilities
Solution Approach 1:
The system dynamically selects authentication methods based on real-time assessment of device capabilities. For devices with biometric capabilities, fast biometric authentication is used. For devices without such capabilities, the system transitions to alternative authentication methods, ensuring that authentication reliability is maintained across all device types while minimizing time loss for capable devices
3Adaptability or versatility
If alternative authentication methods are provided for devices without biometric capabilities, then adaptability is improved, but device complexity and processing requirements increase
Solution Approach 1:
The authentication system is segmented into distinct pathways: biometric authentication for capable devices and alternative authentication for incapable devices. This segmentation allows the system to manage complexity by handling different authentication types separately, reducing the burden on any single component while maintaining broad device compatibility
Data Source
AI summary
Methods and systems described in this disclosure receive a call from a device associated with a caller and determine whether the caller is eligible for biometric authentication via the device by sending, via a communications network, an eligibility determination request to an issuer of the device. In response to the caller being eligible for biometric authentication, a request to initiate a biometric authentication process on the device is sent to an issuer of the device, where biometric credentials are received by the device and an indication of whether the biometric credentials were verified is received from the issuer of the device.