Blockchain Transitory Data Vault for Contact Center Privacy
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Solution Overview
Problem
Existing contact center systems are inefficient due to complex voice prompt menus and lengthy waiting times for customer connections, and customers lack control over their transitory data shared during interactions with enterprises.
Innovation Solution
A cloud-based system utilizing a blockchain for secure storage and management of transitory data, including a callback manager, context analysis engine, and vault manager, which encrypts data containers and allows users to define access preferences, and uses self-destruct event triggers for data deletion.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If transitory data is stored in traditional databases during customer interactions, then data accessibility and processing efficiency are improved, but data security and customer control over personal information deteriorate
Solution Approach 1:
The patent segments data into transitory data (stored temporarily in blockchain for active transactions) and permanent data (stored in traditional databases). This segmentation allows efficient processing of active data while maintaining security through blockchain's immutable and distributed nature, resolving the contradiction between productivity and reliability.
Solution Approach 2:
The patent introduces blockchain as an intermediary layer between customers and traditional databases. Blockchain acts as a secure mediator that enables data accessibility and processing efficiency while maintaining customer control and security through its decentralized architecture and cryptographic mechanisms.
2Measurement precision
If complex voice prompt menus are used to channel callers to appropriate service groups, then call routing accuracy is improved, but customer experience and interaction time worsen
Solution Approach 1:
The patent implements preliminary action by pre-processing customer input data and analyzing interaction context before routing calls. This allows the system to determine appropriate service groups in advance, eliminating the need for customers to navigate complex voice menus during the call, thus maintaining routing accuracy while reducing interaction time.
Solution Approach 2:
The patent replaces the mechanical voice prompt menu system with an intelligent routing system that uses data analysis and context understanding. This substitution eliminates the need for customers to manually navigate through menu options, achieving accurate routing through automated analysis rather than mechanical interaction.
3Ease of operation
If customers share personal identifying information and financial data with enterprises, then service quality and transaction completion are improved, but customer privacy control and data ownership deteriorate
Solution Approach 1:
The patent implements dynamic data management where customers can control the lifecycle of their transitory data. Data is automatically deleted after serving its purpose in the transaction, transforming static data storage into a dynamic system that adapts to customer needs and minimizes privacy exposure. This allows high service quality while maintaining privacy control through automated data expiration.
Solution Approach 2:
The patent applies the principle of discarding transitory data after it has served its purpose in customer transactions. By automatically deleting sensitive information after the interaction is complete, the system maintains service quality during the transaction while eliminating privacy risks post-transaction, effectively discarding data that is no longer needed.
Data Source
AI summary
A system and method for secure storage and management of transitory data using a blockchain, comprising at least a callback manager, a context analysis engine, a vault manager, and a blockchain manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, and which stores the encrypted data container in a blockchain. For each block, block reference data may is generated comprising the location of the block and its associated decryption key, and the block reference data is then encrypted with a second encryption key and stored off the blockchain in a separate database. The second key is distributed to involved parties to permit access to and reading of the block reference data. The block reference data is deleted based on self-destruct event triggers or when the involved parties are finished accessing the block reference data.