Conditional Token Access for Contact Center User Profiles
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Solution Overview
Problem
Contact centers face challenges in accessing user profile data while ensuring privacy and adhering to user-defined conditions, as existing methods lack a secure and efficient mechanism for temporary access based on situational criteria.
Innovation Solution
A method involving an accessing device that receives user-defined access data, including a user identifier and conditions for temporary access, and transmits requests to third-party profile entities to obtain permission tokens for accessing user profiles only when specified conditions are met, enabling temporary and secure access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If contact centers access user profile data from third-party sources, then personalization capability is improved, but privacy security deteriorates due to unrestricted access
Solution Approach 1:
The patent implements dynamic access control where permission tokens are issued with specific time windows and conditional constraints. The access rights are not static but change over time based on the validity period and satisfaction of predefined conditions, allowing personalization while maintaining privacy security through time-bound, conditional access.
Solution Approach 2:
The patent introduces an intermediary permission token system that mediates between the contact center and third-party profile sources. Instead of direct access, the contact center must obtain tokens through authenticated requests, and the token itself acts as an intermediary credential that enforces access control policies, thus securing privacy while enabling personalization.
2Reliability
If contact centers implement strict privacy controls on profile access, then privacy security is improved, but operational efficiency deteriorates due to access restrictions
Solution Approach 1:
The patent implements preliminary action by pre-defining access conditions and time windows in permission tokens before access is needed. The contact center can quickly determine whether access is permitted by checking if the current state satisfies pre-specified conditions, rather than undergoing complex authorization processes in real-time, thus maintaining operational efficiency while ensuring privacy security.
3Adaptability or versatility
If contact centers obtain permanent access to user profiles, then personalization capability is improved, but user privacy control deteriorates due to loss of temporary access limitation
Solution Approach 1:
The patent implements periodic action through time-bound permission tokens that are valid only within specific time windows. Access rights are automatically revoked after the validity period expires, ensuring that personalization capability is maintained during the token's lifetime while user privacy control is preserved through automatic expiration, eliminating the need for manual revocation.
Data Source
AI summary
A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.