Cross-Channel Authentication Layer for Seamless Voice Verification
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Solution Overview
Problem
Existing omni-channel authentication systems require integrated software solutions from a common vendor, leading to technical incompatibilities and high adaptation costs, making it impractical to switch between communication channels like online and telephony channels in enterprise systems.
Innovation Solution
A computing device executes software routines and machine-learning architectures to maintain user authentication across multiple communication channels by storing contact or session data in an authentication database, allowing seamless transitions between channels and utilizing voice biometrics for verification.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If integrated software solutions from a common vendor are used for omni-channel authentication, then authentication consistency across channels is improved, but device complexity and adaptation costs increase
Solution Approach 1:
The patent introduces an intermediary authentication service layer that mediates between different communication channels (web, mobile, telephony) and authentication providers. This intermediary layer handles channel-specific protocols and translates them into a unified authentication model, eliminating the need for direct integration between disparate systems while maintaining authentication consistency.
Solution Approach 2:
The authentication system is segmented into independent modular components: channel-specific clients (web, mobile, telephony), a unified authentication service layer, and authentication providers. Each component can be developed, deployed, and maintained independently, reducing integration complexity while maintaining overall system reliability.
2Ease of operation
If proprietary vendor solutions are adopted for each communication channel, then channel-specific functionality is optimized, but adaptability to new technologies decreases
Solution Approach 1:
The authentication service layer provides universal authentication functionality that works across multiple communication channels and technologies. A single unified service can handle web, mobile, and telephony authentication requests, and can adapt to new channels without requiring separate proprietary solutions for each.
Solution Approach 2:
The system employs dynamic authentication flows where the authentication service automatically adapts its behavior based on the communication channel and user context. The system can dynamically select authentication methods, adjust security requirements, and modify interaction flows to optimize for each channel while maintaining overall consistency.
3Reliability
If comprehensive integration of authentication systems is implemented, then authentication reliability is improved, but loss of time for migration and adaptation increases
Solution Approach 1:
The patent implements preliminary action by establishing a standardized authentication framework and intermediary service layer before deploying new communication channels or technologies. This pre-established framework allows rapid onboarding of new channels without requiring extensive integration work, as the foundational authentication infrastructure is already in place.
Solution Approach 2:
The system adds an abstract authentication service dimension that sits above concrete channel implementations. This dimensional abstraction allows authentication reliability to be maintained through standardized service interfaces while enabling rapid migration and adaptation at the channel level without affecting the core authentication infrastructure.
Applied Scientific Principles
This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.
Function Achieved in This Case
Enables frictionless switching between communication channels while maintaining user identity and context information, reducing the need for costly integrations and enhancing security through passive authentication processes.
Implementation Method 1
generating an inbound voiceprint for the inbound call by applying a machine-learning architecture on the inbound call data
Implementation Method 2
generating a confidence score for the inbound call based upon a distance between a stored enrolled voiceprint associated with the intermediate identifier and the inbound voiceprint
Data Source
AI summary
Embodiments include a computing device that executes software routines and/or one or more machine-learning architectures providing improved omni-channel authentication solutions. Embodiments include one or more computing devices that provide an authentication interface by which various communication channels may deposit contact or session data received via a first-channel session into a non-transitory storage medium of an authentication database for another channel to obtain and employ (e.g., verify users). This allows the customer to access an online data channel and enter the contact center through a telephony communication channel, but further allows the enterprise contact center systems to passively maintain access to various types of information about the user's identity captured from each contact channel, allowing the call center to request or capture authenticating information (e.g., voice biometrics) from both channels to employ authentication processes for one or both channels, such as voice biometrics authentication processes or other types of authentication functions.