Real-Time Data Tokenization for Secure Customer Service Access
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Solution Overview
Problem
Conventional methods for obtaining sensitive personal information from customers during interactions with customer service providers leave this information unprotected and vulnerable to exploitation by rogue representatives.
Innovation Solution
A system that detects sensitive personal information in real-time, generates a token to replace the actual data, and stores it securely, ensuring the token is used for communication while keeping the original data hidden from the service representative.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customer service agents directly access customer personal information during interactions, then service efficiency is improved, but data security deteriorates
Solution Approach 1:
The patent introduces an intermediary system that sits between the customer service agent and the customer's personal information. This intermediary automatically detects sensitive information in real-time, replaces it with tokens, and redacts it from agent-view displays. The agent can still access necessary service information through the intermediary without directly seeing raw personal data, thus maintaining service efficiency while ensuring data security.
2Ease of operation
If sensitive personal information is displayed to customer service representatives, then customer service quality is improved, but information security deteriorates
Solution Approach 1:
The patent extracts sensitive personal information from the data stream presented to customer service representatives. The system detects sensitive information patterns (such as SSN, credit card numbers, medical information) and removes them or replaces them with tokens before displaying to the agent. This allows the agent to see and work with necessary customer information while the harmful sensitive elements are taken out, preventing exposure.
Solution Approach 2:
The patent creates a modified copy of the customer information for agent display. Instead of showing the original sensitive data, the system generates a tokenized or redacted copy that preserves the structural and functional information needed for service (e.g., account status, service history) while eliminating or obscuring the sensitive personal identifiers. This copy is what the agent interacts with, maintaining service quality without security risks.
3Reliability
If real-time detection and tokenization of personal data is implemented, then data protection is improved, but system complexity increases
Solution Approach 1:
The patent implements a self-service detection and tokenization system that automatically identifies sensitive information patterns and applies appropriate tokenization without requiring manual configuration or intervention. The system self-adjusts to different data types and sensitivity levels, reducing the operational complexity despite the advanced functionality. This automation maintains high data protection while managing system complexity through intelligent self-management.
Data Source
AI summary
Techniques for providing a real-time service that protects personal data of clients from customer service agents are provided. Customer data that includes personal data indicative of sensitive information of a customer can be received from the customer. The personal data within the received customer data can be detected and a token that does not include the sensitive information of the customer can be generated. The personal data and the generated token can be stored along with data indicating a relationship between the token and the personal data. The personal data in the received customer data can be replaced by the token to form modified customer data. The modified customer data can be provided to a customer service representative. The token within the modified customer data can later be detected and associated with the personal data without revealing the personal data to the customer service representative.