Dynamic Phone Number for Device-Assisted Caller Authentication
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Solution Overview
Problem
Current engagement solutions for web browsing and telephonic support often result in delayed response times and security risks due to inefficient operator utilization and inadequate authentication methods, particularly when visitors need assistance with private or restricted information on websites or applications.
Innovation Solution
A system that allocates a dynamic phone number to visitors, allowing them to connect directly with operators while maintaining device-assisted authentication, eliminating the need for additional security questions and enhancing operator efficiency by leveraging back-end services for identity verification and co-browsing capabilities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional authentication methods are used over the phone, then visitors can be assisted, but security risks increase due to vulnerability to social engineering tactics
Solution Approach 1:
The system performs device-assisted authentication before the phone call occurs. The visitor's device authenticates them to the back-end service, which then validates this authentication during the phone call by verifying the dynamic phone number allocation. This preliminary authentication prevents social engineering attacks because the operator can verify the caller's identity through the validated dynamic number before any sensitive information is disclosed.
Solution Approach 2:
The back-end service acts as an intermediary between the visitor's device and the call center operator. It receives the dynamic phone number from the engagement service, validates it against the allocated number for the visitor's device, and only then allows the operator to access visitor information. This intermediary layer ensures that only authenticated visitors can be assisted, blocking social engineering tactics that rely on operators disclosing information to unauthorized callers.
2Ease of operation
If visitors call a service number to talk with an operator, then they receive assistance, but operator utilization becomes inefficient and wait times increase
Solution Approach 1:
The system pre-allocates a dynamic phone number to each visitor's device and pre-establishes the authentication status before the phone call occurs. When the visitor calls, the back-end service immediately validates the dynamic number and retrieves pre-gathered information about the visitor's activity. This eliminates the need for operators to perform authentication or information gathering during the call, maximizing operator utilization and reducing wait times.
Solution Approach 2:
The visitor's device performs self-authentication through the engagement service before calling. The device gathers information about its own activity on the website or application and presents it for validation. This self-service approach eliminates the need for operators to spend time on authentication and information gathering, allowing them to focus solely on providing assistance, thereby improving operator utilization efficiency.
3Reliability
If additional authentication steps are required, then security is improved, but response time and visitor experience deteriorate
Solution Approach 1:
The system merges the device authentication and phone call authentication into a single unified process. The engagement service on the visitor's device authenticates them and allocates a dynamic phone number. When the visitor calls this number, the back-end service validates the same authentication by verifying the dynamic number allocation, rather than requiring separate authentication steps. This merging maintains security while eliminating redundant authentication time.
Solution Approach 2:
The authentication is performed preliminarily by the engagement service on the visitor's device before the phone call occurs. The device authenticates the visitor and receives a validated dynamic phone number. During the phone call, the back-end service only needs to verify this pre-established authentication by checking the dynamic number allocation, rather than performing full authentication again. This preliminary action maintains security while dramatically reducing authentication time during the actual support interaction.
Data Source
AI summary
Embodiments may include apparatuses, computer readable mediums, and methods to directly connect and engage a visitor to a custom website or application with an operator. In addition, an authentication of visitor's identity entered into an inter-enabled device may be confirmed and carried through to a call center. In an embodiment, a dynamic phone number may be allocated to the visitor. The dynamic phone number may be displayed on the custom website in the visitor's browser when a visitor lands on the custom website or when the visitor authenticates his or her identity through the custom website. When a visitor calls the dynamic number from any device, the call may be directed from a back-end service to an Interactive Voice Response system (IVR), where the visitor may be connected to an operator without additional authentication steps.