Customer Authentication System for Seamless Service Hand-offs

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Customer service representatives face delays and inefficiencies during telephone interactions due to the need for obtrusive authentication processes, which impede rapport-building and hinder seamless hand-offs between representatives, especially in financial services where advanced authentication is necessary to prevent fraud.

Innovation Solution

A computer-implemented method and system that streamlines customer authentication by storing and matching customer identification and authentication data attributes, allowing for efficient verification without interrupting conversations, and enabling smooth hand-offs between representatives through an integrated desktop system that provides comprehensive customer information and conversation plans.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If advanced authentication is conducted using predetermined questions to prevent fraud, then security and fraud prevention are improved, but interaction time and customer service efficiency deteriorate

Engineering Contradiction:

Improvefraud preventionVSAvoidauthentication delay

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system performs preliminary authentication actions by capturing and storing customer data attributes during initial interactions. This preliminary data collection enables rapid authentication in subsequent interactions without repeating the full authentication process, thus preventing fraud while reducing time loss.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system creates a copy of customer authentication data attributes and stores them in a database. This data copy can be rapidly retrieved and matched in future interactions, enabling secure authentication without requiring customers to repeatedly provide the same information, thereby reducing interaction time.

Inventive Principle:

Principle #26Copying

2Measurement precision

If customer service representatives manually verify authentication details during conversations, then authentication accuracy is improved, but conversation flow and service speed deteriorate

Engineering Contradiction:

Improveauthentication accuracyVSAvoidservice speed

Core Design Contradiction:

Measurement precisionVSProductivity

Solution Approach 1:

The system performs self-service authentication by automatically capturing, storing, and matching customer data attributes without requiring manual verification during conversations. This automation maintains authentication accuracy while significantly improving service speed by eliminating the need for representatives to manually verify details.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces the mechanical process of manual verification with an automated computer-based system that captures and matches data attributes. This substitution maintains the accuracy of authentication while dramatically improving service speed by eliminating manual intervention in the verification process.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Adaptability or versatility

If customer service representatives are transferred between calls without automated hand-off, then operational flexibility is improved, but information loss and customer satisfaction deteriorate

Engineering Contradiction:

Improverepresentative flexibilityVSAvoidconversation history loss

Core Design Contradiction:

Adaptability or versatilityVSLoss of information

Solution Approach 1:

The system introduces an intermediary database that stores customer data attributes and interaction history. This intermediary enables seamless hand-off between representatives by providing continuous access to conversation history and customer information, thus preventing information loss while maintaining representative flexibility.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system creates a universal data storage and retrieval mechanism that serves multiple functions: storing customer information, maintaining conversation history, and enabling representative hand-offs. This multi-functional system ensures that information is preserved across different representatives and calls, improving both flexibility and information retention.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS10423956B1Systems and methods for customer authentication and determination of relevant services

Publication Date: 2019.09.24 UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

AI summary

A computer-implemented method and system for authenticating identification of a customer during interaction with a company representative. Data is received and stored relating to the customer at a computer. The data includes one or more identification attributes associated with the customer and one or more authentication data attributes associated with the customer. An interaction is commenced between the customer and the company representative. Captured is one or more identification attributes and authentication data attributes relating to customer from the interaction between the customer and the company representative. The customer is identified by matching a captured identification attribute with a stored identification attribute. The customer is authenticated by matching a captured authentication data attribute with a like stored authentication data attribute associated with the identified customer.