Blockchain Contact Verification System
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Solution Overview
Problem
Contact centers face challenges in maintaining secure and immutable audit trails for customer contacts, as existing log data is susceptible to tampering and loss, which can lead to repudiation issues and compliance failures, especially in critical use cases like trading desks and criminal investigations.
Innovation Solution
A contact verification system that uses a one-way encryption hash of call metadata and recordings, stored on a private or public blockchain, providing an immutable record and non-repudiation through smart contracts, ensuring the integrity and authenticity of contact records and digital evidence transformation steps.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional database logging is used to record contact data, then the system is simple and easy to implement, but the audit trail is susceptible to tampering and accidental loss
Solution Approach 1:
The patent introduces a blockchain as an intermediary system between the contact center and the audit trail. The blockchain serves as a trusted third party that receives hashed contact data and maintains an immutable record. This intermediary layer protects against tampering while maintaining system simplicity, as the blockchain handles the complexity of security and immutability automatically.
Solution Approach 2:
The patent creates a cryptographic copy of the contact data in the form of a hash value. This hash copy is stored on the blockchain rather than the original contact data. The hash serves as a digital fingerprint that can be verified later without exposing the actual contact information, providing both security and immutability while maintaining ease of implementation.
2Reliability
If contact data is stored in centralized databases, then retrieval is fast and easy, but the data can be accidentally lost or deliberately purged
Solution Approach 1:
The patent transitions from centralized storage to distributed storage by implementing a blockchain. Instead of storing data in a single database location, the hashed contact data is distributed across multiple nodes in the blockchain network. This dimensional change from centralized to distributed architecture provides permanent storage while maintaining ease of retrieval through the blockchain's query capabilities.
Solution Approach 2:
The patent performs a preliminary action by hashing the contact data before storage. This preliminary hashing creates a permanent, tamper-evident record that can be verified later. The hash is computed in advance and stored on the blockchain, ensuring that the data cannot be altered or purged without detection, while still allowing for easy retrieval and verification of the original contact information.
3Reliability
If the full contact data is stored on the blockchain, then verification is simple, but sensitive data becomes exposed
Solution Approach 1:
The patent extracts only the essential verification information (the hash value) from the full contact data and stores that on the blockchain. The actual sensitive contact data remains in the contact center's database. This extraction approach allows for reliable verification through hash comparison while preventing exposure of sensitive information, as only the hashed version is permanently stored on the blockchain.
Solution Approach 2:
The patent creates a cryptographic copy (hash) of the contact data for storage on the blockchain, while the original data remains in the contact center database. This copy serves as a verification mechanism that confirms the integrity of the contact data without exposing the actual sensitive information. The hash copy can be verified by any party without revealing the underlying contact details.
4Ease of manufacture
If simple log files are used to record contacts, then the system is easy to implement, but the logs can be tampered with or lost
Solution Approach 1:
The patent introduces a blockchain as an intermediary system that receives contact log data and maintains an immutable record. This intermediary layer protects against tampering and loss while maintaining implementation ease, as the blockchain automatically handles security and integrity verification without requiring complex additional logic in the contact center system.
Solution Approach 2:
The patent changes the fundamental parameter of data representation from raw log entries to cryptographic hashes. This parameter change transforms the storage mechanism from simple text-based logs to hashed data structures that are inherently tamper-evident. The hash values maintain the essential information needed for verification while providing built-in protection against tampering and loss.
Data Source
AI summary
A system automatically validates stored information related to a contact session. The system includes a processor configured with instructions to: receive a recording or transcript of a contact session; receive or generate metadata related to the recording or transcript; store the recording, transcript, and metadata in a memory; compute a hash of at least the recording, transcript, or metadata; and store the hash in a blockchain. The hash is indexed within the blockchain by at least a portion of the metadata. The processor is also configured to: retrieve the hash from the blockchain; retrieve the hash from memory or re-compute the hash; compare the retrieved hash to the re-computed hash or the hash retrieved from memory. If the retrieved hash matches the re-computed hash or the hash retrieved from memory, the system will generate a first output, and if not, the system will generate a second output.