Caller-Identity Voice Encryption for Secure Call Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Contact centers face issues with time-consuming DTMF and IVR systems and insecure telephone calls, making it difficult to route calls efficiently and protect sensitive information like credit card details from wiretaps.
Innovation Solution
A method and system that establish a user identity-based secure channel between a digital telephone and a service provider using a user voice encryption key created by inputting a telephone identifier and called number into a public encryption algorithm, allowing encrypted voice/data packets to be decrypted and routed appropriately, ensuring secure communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If DTMF and IVR systems are used for call routing, then call routing functionality is provided, but call routing time becomes time-consuming
Solution Approach 1:
The system performs preliminary actions by pre-establishing encrypted communication channels and pre-authenticating callers using biometric voice recognition before the actual call routing process. The encryption keys are generated in advance, and caller identity is verified before the call is connected, eliminating the need for time-consuming DTMF/IVR interactions during the call itself.
Solution Approach 2:
The patent replaces the mechanical DTMF/IVR system with an automated biometric voice recognition system. Instead of requiring callers to manually input codes through keypad presses or voice menu selections, the system automatically captures and analyzes voice biometrics to identify and route the caller, significantly reducing routing time.
2Reliability
If traditional telephone calls are used, then communication is provided, but security is compromised due to easy wiretapping
Solution Approach 1:
The system applies preliminary anti-action by implementing encryption before the communication occurs. Encryption keys are generated and distributed in advance, and the communication channel is secured with cryptographic protection before any sensitive information is transmitted, preventing wiretaps from capturing usable data.
Solution Approach 2:
The patent changes the fundamental parameter of communication from plaintext to encrypted format. By transforming the communication content into encrypted data using dynamically generated keys, the system makes intercepted communications unusable, effectively neutralizing the wiretap vulnerability while maintaining communication functionality.
3Reliability
If encryption keys are generated for each call, then security is enhanced, but system complexity increases
Solution Approach 1:
The system implements self-service by enabling automated key generation and management without requiring manual intervention. The encryption keys are automatically generated, distributed, and managed by the system itself through integration with the telephony infrastructure and biometric authentication system, reducing the perceived complexity for users while maintaining high security.
Data Source
AI summary
A method, digital telephone and computer-readable medium for providing a user identity-based secure channel between the digital telephone and a service provider. At the service provider, an encrypted voice transmission from a digital telephone is decrypted. The voice transmission was encrypted at the digital telephone by using a user voice encryption key that was created in the digital telephone. The user voice encryption key was created at the digital telephone by inputting a telephone identifier and a called telephone number into a public encryption key algorithm that is supplied by the service provider. By decrypting the encrypted voice transmission, the service provider is able to extract the voice transmission, the telephone identifier, and the called telephone number, thus allowing the service provider to route the voice transmission to an appropriate answering party at the service provider.