Contact Information Verification Using Consolidated Trust Scoring
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Solution Overview
Problem
Existing systems for updating customer contact information are susceptible to fraudulent activities due to divergent processes across different technical backends, leading to disjointed user experiences and increased fraud, as threat actors exploit security loopholes to steal identities and defraud organizations and customers.
Innovation Solution
A method and system that includes real-time and periodic verification of contact information ownership through third-party verification service providers, using a normalized ownership score, confidence score, and consolidated trust score to trigger challenges and authenticate customers via biometric information or one-time passcodes, ensuring legitimate updates.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple processes are provided for customers to add and modify personal information through different technical backends, then customers can update their information across various products and services, but security risks increase and fraud becomes more likely
Solution Approach 1:
The patent implements a universal contact information update process that works across multiple technical backends and products. The system provides a single standardized interface that can handle updates for different types of contact information (phone numbers, email addresses, physical addresses) across various organizational systems, eliminating the need for multiple separate processes while maintaining security through consistent verification procedures.
Solution Approach 2:
The patent introduces an intermediary verification process that mediates between the customer's update request and the technical backend systems. This intermediary layer validates the legitimacy of contact information changes by checking ownership and triggering appropriate verification challenges, preventing fraudulent updates while allowing legitimate changes to proceed across different technical backends.
2Ease of manufacture
If different technical backends manage personal information with different interfaces and storage schemas, then each system can be optimized for its specific product, but user experience becomes disjointed and fraud increases
Solution Approach 1:
The patent segments the contact information management system into distinct functional layers: a standardized user-facing interface layer, a verification layer that handles security checks, and backend storage layers that can maintain their specific schemas. This segmentation allows each technical backend to remain optimized for its specific product while presenting a unified experience to users through the standardized interface layer.
Solution Approach 2:
The patent standardizes the parameters and data structures at the interface layer where user interactions occur, while allowing different storage schemas and technical implementations in the backend layers. By changing and standardizing the interface parameters without forcing uniformity in backend storage structures, the system achieves both system optimization and consistent user experience.
3Reliability
If security verification processes are implemented for contact information updates, then fraud is reduced, but user experience may be disrupted and updates may be delayed
Solution Approach 1:
The patent performs preliminary verification actions by checking contact information ownership and assessing risk levels before the actual update process. By conducting these security checks in advance and only triggering verification challenges when necessary (based on risk assessment), the system prevents fraud while minimizing disruptions to legitimate users who can complete updates without additional verification steps.
Solution Approach 2:
The patent implements a dynamic verification process that adapts to each update request based on risk assessment. The system adjusts the level of verification required in real-time, applying strict verification only when fraud risk is detected and allowing seamless updates for low-risk requests. This dynamic approach maintains strong fraud prevention while preserving a smooth user experience for legitimate customers.
Data Source
AI summary
In some aspects, the techniques described herein relate to a method including: receiving, at a change request service, a request to update contact information data; receiving, at the change request service, from a verification service provider, a raw ownership score; normalizing, by the change request service, the raw ownership score; sending, by the change request service, the contact information data, the customer identifier, and the normalized ownership score to a risk engine; receiving, by the change request service from the risk engine, a confidence score; providing, by the change request service, the confidence score, the normalized ownership score, and historical data associated with the stored customer profile, to a consolidation function; receiving, by the change request service and from the consolidation function, a consolidated trust score; and updating a datastore record associated with a customer represented by the customer identifier with the contact information data.