Customer Transaction Interface Segmentation
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Solution Overview
Problem
Organizations face security and privacy risks due to associates having access to irrelevant customer transaction data, which can compromise sensitive information.
Innovation Solution
A computing system generates a customer interface that allows customers to select relevant transactions for an inquiry, and communicates this selection to an associate interface, obscuring irrelevant transactions to ensure privacy and security.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If associates are provided access to all customer transaction data, then associates can assist customers with their inquiries, but security and privacy risks increase due to exposure to irrelevant sensitive information
Solution Approach 1:
The patent segments customer transaction data into relevant and irrelevant portions based on the customer's inquiry. The system divides the complete transaction history into subsets, presenting only the relevant subset to the associate while filtering out irrelevant transactions. This segmentation allows associates to access necessary information without exposure to unnecessary sensitive data, thereby reducing security and privacy risks.
Solution Approach 2:
The patent applies local quality by providing different levels of data access to different associates based on their specific customer inquiry context. Instead of uniform access to all transaction data, each associate receives a customized view with appropriate granularity and detail level tailored to their specific customer interaction needs, minimizing unnecessary information exposure while maintaining operational effectiveness.
2Loss of information
If associates are provided access to all customer transaction data, then associates have complete information available, but the quantity of sensitive information exposed increases creating unnecessary security risks
Solution Approach 1:
The patent extracts only the relevant transaction data from the complete customer transaction history based on the specific inquiry context. The system identifies and extracts the necessary subset of transactions that are pertinent to the customer's question, excluding all irrelevant transactions. This extraction process ensures associates receive complete information needed for their specific task without the burden and security risk of accessing the entire transaction database.
3Object-affected harmful factors
If the system filters transaction data to show only relevant transactions to associates, then security and privacy are enhanced, but the system complexity increases
Solution Approach 1:
The patent implements preliminary action by pre-establishing filtering rules, customer profiles, and transaction categorization frameworks before actual customer interactions occur. The system prepares the infrastructure for intelligent data filtering in advance, including predefined relevance criteria and data segmentation schemas. This preliminary setup enables automated real-time filtering during customer service interactions without requiring complex decision-making processes during the actual interaction, thereby reducing operational complexity.
Data Source
AI summary
A computing system may generate a customer interface comprising a listing of transactions of a customer and one or more user-selectable options for the customer to utilize to identify a subset of the transactions relevant to an inquiry and may communicate the customer interface to a computing device associated with the customer. The computing system may receive, from the computing device associated with the customer, data, generated by the computing device associated with the customer in response to the customer invoking the user-selectable option(s), identifying the subset of the transactions relevant to the inquiry. The computing system may generate an associate interface comprising a listing of the subset of the transactions relevant to the inquiry and omitting or obscuring one or more of the transactions that are not amongst the subset relevant to the inquiry and may communicate the associate interface to a computing device associated with an associate.