Dynamic Authentication Token Management for Fraud Reduction
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Solution Overview
Problem
Current authentication methods in call centers and other customer service channels lack efficiency and reliability, often leading to unauthorized access and fraud, as they rely on static authentication tokens and manual challenges that can be inconsistent and prone to inadvertent disclosure.
Innovation Solution
A computing system that analyzes prior interaction data to dynamically generate and manage authentication tokens, providing tailored authentication procedures based on interaction frequency and history, and automates the authentication challenge process, reducing reliance on human agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If static authentication tokens and manual challenges are used, then the authentication process is simple to implement, but the reliability and security are poor leading to unauthorized access and fraud
Solution Approach 1:
The patent implements dynamic authentication tokens that change based on interaction frequency and history rather than using static tokens. The system automatically adjusts authentication requirements based on real-time analysis of user behavior patterns, making the authentication process adaptive and responsive to changing conditions while maintaining high security standards
Solution Approach 2:
The system incorporates feedback mechanisms where interaction data from previous authentication attempts is analyzed and used to adjust future authentication token selection. This closed-loop approach continuously improves authentication reliability by learning from past interactions and adapting token strategies accordingly
2Productivity
If manual authentication challenges are used by human agents, then the process is flexible and adaptable, but it is time-consuming and prone to inadvertent disclosure
Solution Approach 1:
The authentication system performs self-service by automatically analyzing interaction data and selecting appropriate tokens without requiring manual intervention from agents. The system independently processes authentication decisions based on predefined criteria and historical data, eliminating time-consuming manual challenges while maintaining consistency and reducing human error
Solution Approach 2:
The patent replaces the mechanical manual challenge process with an automated computing system that uses algorithms to select and manage authentication tokens. This substitution eliminates the time-consuming nature of manual interactions and removes the risk of inadvertent disclosure by human agents
3Reliability
If the same authentication tokens are used repeatedly, then the process is consistent and simple, but it increases vulnerability to fraud and unauthorized access
Solution Approach 1:
The system dynamically selects authentication tokens based on real-time analysis of interaction frequency and user behavior patterns. Rather than using the same tokens repeatedly, the system adapts token selection to individual users and situations, making each authentication process unique and resistant to fraud while maintaining consistency through data-driven decision-making
Solution Approach 2:
The patent changes authentication parameters by analyzing interaction frequency and adjusting token selection accordingly. The system modifies authentication requirements based on quantitative data about user behavior, creating an adaptable security framework that evolves with user patterns rather than remaining static
Data Source
AI summary
Techniques are described for managing authentication tokens associated with a secure account maintained by a business or organization. In one example, this disclosure describes a method that includes storing interaction information associated with an account maintained by an organization, wherein the interaction information includes information about authentication tokens used during a plurality of prior authentication procedures performed for the account, receiving, over a network, a request to authenticate a user to access the account, determining, based on the stored interaction information, an authentication token to be used to authenticate the user, wherein the authentication token is different than a prior authentication token used during the plurality of prior authentication procedures performed for the account, presenting a prompt for the authentication token; and determining, based on information received in response to the prompt, whether the user is authorized to access the account.