Digital-to-Voice Authentication Handoff for Live-Agent Routing

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Solution Overview

Problem

Network-based service applications face limitations in performing user tasks and often redirect users to separate computing systems for live agent interactions, leading to redundant authentication, resource wastage, and security challenges, particularly in regulated industries.

Innovation Solution

A method for securely transferring authentication status from a network-based service to an interaction routing system (IRS) using a security token, ensuring authentication continuity by matching the computing device identifier, thereby bypassing redundant authentication and enhancing security.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If users are redirected to a separate interaction routing system for live agent interactions, then user tasks can be completed that cannot be performed by network-based service applications, but redundant authentication is required and resources are wasted

Engineering Contradiction:

Improvecapability to perform user tasksVSAvoidresource wastage

Core Design Contradiction:

Adaptability or versatilityVSLoss of energy

Solution Approach 1:

The authentication status is determined in advance during the digital communication session, and this pre-determined authentication status is then utilized during the voice call interaction, eliminating the need for redundant authentication procedures

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent combines the authentication mechanisms of the digital communication device and the interaction routing system by having the IRS determine and accept the authentication status from the digital communication session, merging two separate authentication processes into one unified approach

Inventive Principle:

Principle #5Merging (Combining)

2Adaptability or versatility

If users are redirected to a separate interaction routing system for live agent interactions, then user tasks can be completed that cannot be performed by network-based service applications, but authentication is performed multiple times increasing time consumption

Engineering Contradiction:

Improvecapability to perform user tasksVSAvoidauthentication time

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The authentication status is established beforehand during the digital communication session, and this pre-established status is carried forward to the voice call interaction, saving time by avoiding repeated authentication

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The authentication status maintains continuity across different interaction modalities (digital communication to voice call), allowing the authentication process to continue seamlessly without interruption or repetition

Inventive Principle:

Principle #20Continuity of useful action

3Loss of energy

If authentication status is transferred from digital communication device to interaction routing system, then redundant authentication is avoided and resources are saved, but security risks arise from potential impersonation attacks

Engineering Contradiction:

Improveresource consumptionVSAvoidsecurity vulnerability

Core Design Contradiction:

Loss of energyVSObject-affected harmful factors

Solution Approach 1:

The interaction routing system acts as an intermediary that verifies the authentication status by checking device identifiers, serving as a security mediator between the digital communication device and the live agent interaction

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system implements feedback mechanisms by having the IRS determine authentication status based on device identifier matching, providing continuous verification to ensure security while maintaining resource efficiency

Inventive Principle:

Principle #23Feedback

4Ease of operation

If authentication status is transferred without verifying device identifier, then user experience is improved by avoiding redundant authentication, but security against impersonation attacks is compromised

Engineering Contradiction:

Improveuser experienceVSAvoidimpersonation attack risk

Core Design Contradiction:

Ease of operationVSObject-affected harmful factors

Solution Approach 1:

The device identifier verification acts as an intermediary security check that does not disrupt the user experience but provides essential security verification to prevent impersonation attacks

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The device identifier matching is performed in advance during the handoff process, establishing security verification before the interaction begins, so that seamless user experience and security are both achieved

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS12464075B1Transitional handoff from a digital communication device to a designated interaction routing system

Publication Date: 2025.11.04 WELLS FARGO BANK NA

AI summary

Disclosed in some examples are methods, systems, and devices which provide for an IRS menu bypass and an authentication and session transfer to a live agent according to some examples of the present disclosure. When a handover condition is detected the ANLPA requests a security token from the IRS. The ANLPA also provides the user's authentication status, context information about why the user is calling, and/or other information to the IRS. When the user calls, they provide the security token to the IRS. The IRS uses the token to look up the authentication status and the context information and to automatically route the user to the correct live agent. In some examples, in order to enhance security, the user remains authenticated only if they are calling from a same computing device that hosted the ANLPA session and requested the security token.