Real-Time Sensitive Data Protection in Call Centers
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Solution Overview
Problem
Conventional call centers face breaches of sensitive information as agents can access personally identifiable information before it is masked, posing a risk of unauthorized access and non-compliance with security standards like PCI and HIPAA.
Innovation Solution
Implementing a system where sensitive information is provided to an automated voice response system during calls, bypassing the agent, and maintaining the call with the agent, ensuring real-time protection and compliance by transferring the caller to an IVR for data entry and subsequently notifying the agent of the status.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If sensitive information is collected by an agent in a conventional call center, then the agent can process and assist the caller, but the information is vulnerable to unauthorized access and breach before masking
Solution Approach 1:
The patent extracts the sensitive information collection function from the agent and relocates it to an automated voice response system. The IVR system captures credit card information directly from callers through automated prompts, completely bypassing agent involvement in the data collection process. This extraction eliminates the security vulnerability while preserving call processing capabilities.
Solution Approach 2:
The patent introduces an automated voice response system as an intermediary between the caller and the call center database. This intermediary system handles sensitive information collection, validation, and secure transmission, preventing direct agent access to raw sensitive data while enabling continued call processing and customer service.
2Reliability
If an automated voice response system is used to collect sensitive information, then data security is improved by bypassing agents, but the system complexity increases
Solution Approach 1:
The automated voice response system performs multiple functions: it collects sensitive information, validates input formats, encrypts data, transmits to databases, and provides caller guidance. By consolidating these functions into a single multi-functional system rather than separate components, the patent reduces overall system complexity while achieving robust security.
Solution Approach 2:
The IVR system autonomously handles the entire sensitive information collection process without requiring agent intervention. It self-manages prompting callers, validating responses, securing data transmission, and updating databases. This self-service capability eliminates the need for complex human-machine coordination protocols while maintaining security standards.
3Reliability
If sensitive information is masked after collection, then unauthorized access is prevented, but the information is exposed during the collection process
Solution Approach 1:
The patent applies preliminary action by encrypting and masking sensitive information at the moment of collection within the automated voice response system, before the data is transmitted to or stored in databases. This preliminary security measure ensures information is protected from the outset, eliminating the vulnerable exposure period that exists in conventional post-collection masking approaches.
Data Source
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AI summary
A computer-implemented system and method for protecting sensitive information within a call center in real time is provided. A call from a caller is received within a call center. The call is assigned to an agent and a determination is made as to when the caller is to provide sensitive information. The user is transferred to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent. The caller is returned to the agent upon providing the sensitive information. A notification regarding a status of the sensitive information is sent and the call is terminated.