Contact Centre Authentication via Session Identifier Caching
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Solution Overview
Problem
Contact centre authentication methods are inefficient, requiring lengthy personal detail collection and lacking secure delegated access mechanisms, leading to increased call duration, potential errors, and higher fraud risks.
Innovation Solution
Implementing a method that uses secure delegated access via HTTP communication, establishing a communication session, generating a session identifier, and connecting it with an authentication service to authenticate users, thereby reducing call handling time and ensuring accurate customer information capture.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional authentication methods are used in contact centres, then customer identity can be verified, but call duration increases and operational efficiency decreases
Solution Approach 1:
The system performs authentication actions before the customer reaches the agent. Voice biometric authentication is conducted during the call setup phase, and personal details are pre-collected through automated voice interaction, so that when the customer connects with an agent, authentication is already complete and personal information is already captured.
Solution Approach 2:
The system enables customers to authenticate themselves automatically without agent assistance. The voice biometric system independently verifies customer identity by comparing voiceprints, and the automated system collects personal details through structured voice interaction, freeing agents from performing these time-consuming tasks.
2Quantity of substance
If personal details are collected verbally during calls, then customer information can be captured, but errors increase and call duration extends
Solution Approach 1:
The system replaces manual verbal information collection with automated voice recognition and processing. Structured voice prompts guide customers through providing personal details, and automated speech-to-text conversion with validation algorithms ensure accurate capture, eliminating human error in data entry and verification.
Solution Approach 2:
The system implements real-time feedback mechanisms during information collection. Automated validation immediately checks captured personal details against existing records, prompts customers to correct discrepancies, and confirms accuracy before finalizing the data, ensuring high precision in information capture.
3Reliability
If contact centre agents manually authenticate customers, then security can be maintained, but labour costs and telephony costs increase
Solution Approach 1:
The system enables automated authentication using voice biometrics that independently verify customer identity without agent involvement. The voiceprint comparison algorithm automatically confirms or rejects authentication, and the system self-manages the entire verification process, eliminating the need for agent time and resources while maintaining security.
Solution Approach 2:
The system introduces an automated authentication intermediary layer between the customer and the agent. This intermediary handles all authentication tasks including voice biometric verification and personal detail collection, allowing agents to focus solely on customer service while security requirements are met by the automated system.
Data Source
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AI summary
A method of authenticating a user and connecting the authenticated user to a service agent, the method comprising, at at least one server: establishing a first communication session with the user; determining a unique identifier associated with the first communication session; generating a session identifier to identify said first communication session and storing said session identifier in a data cache coupled to said server in association with the unique identifier; outputting an address and the session identifier, for delivery to the user; receiving an authentication request transmitted to said address from a first computing device associated with said user, and in response, outputting at least one message to the first computing device, the at least one message comprising the session identifier and an address at which a request for authentication by an authentication service can be directed; receiving an authentication success message comprising the session identifier, the authentication success message indicating successful authentication of the user with the authentication service, said authentication success message output by the authentication service; establishing a second communication session with a service agent; and in response to receiving the authentication success message indicating successful authentication of the user, querying the data cache with the session identifier to determine the unique identifier associated with the first communication session, and connecting the first communication session and the second communication sessions together using the unique identifier associated with the first communication session.