Call Center Authentication via Mobile App and NFC
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Traditional call center authentication methods require customers to answer invasive questions over the phone, which can be cumbersome, time-consuming, and insecure, especially for users who prefer not to disclose sensitive information in public or are uncomfortable providing answers aloud.
Innovation Solution
A system and method for authenticating calls to a call center using a mobile device application, allowing users to authenticate before or after initiating a call. The system determines the required authentication level based on the user's task request and iteratively prompts the user for additional authentication until the necessary level is achieved, then allows the user to proceed with the call.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional phone authentication methods are used, then security verification is achieved, but the process becomes cumbersome and time-consuming
Solution Approach 1:
The system performs authentication verification in advance before the call is connected to a customer service representative. The authentication management system receives the call, verifies the caller's identity through multiple validation steps, and only then connects the authenticated user to the appropriate agent, eliminating the need for time-consuming verification during the call itself
Solution Approach 2:
An authentication management system is introduced as an intermediary component between the telephone network and the call center. This intermediary system handles all authentication operations independently, acting as a mediator that validates users before they reach the customer service representatives, thereby separating the security verification process from the service delivery process
2Reliability
If traditional phone authentication methods are used, then security verification is achieved, but user privacy and comfort are compromised
Solution Approach 1:
The authentication management system serves as a private intermediary that handles sensitive authentication operations without requiring users to disclose personal information to customer service representatives. Users can complete verification through secure, private channels such as SMS codes or automated voice prompts, maintaining their privacy while still achieving authentication security
Solution Approach 2:
The authentication process is extracted from the interactive call between user and customer service representative and moved to an automated preliminary verification system. This separates the sensitive identity verification step from the service interaction, allowing users to complete authentication privately before connecting with agents who only need to verify authentication status
3Reliability
If multiple authentication questions are asked, then security is improved, but the complexity of the authentication process increases
Solution Approach 1:
The authentication management system implements a feedback mechanism that dynamically adjusts the authentication process based on the user's responses and authentication level. The system evaluates each authentication attempt and provides feedback on whether additional verification is needed, allowing for a streamlined process that only requests additional questions when necessary rather than requiring all users to answer multiple invasive questions
Data Source
AI summary
Disclosed embodiments may include a method for authenticating calls for a call center where the user can authenticate before or after starting a call to a call center using an application on a user device. The system determines what level of authentication is necessary depending on the task the user wants to accomplish during the call. The system may direct the user to provide credentials, such as a username and password, for some tasks. Other tasks may require the user to verify their financial card by taking a photo of their financial card or tapping their financial card to their device and allow the device to interact with the financial card using NFC technology. Once appropriately authenticated, the system then allows the user to make a call to the call center and also sends a signal to the call center that the user has been previously authenticated.