Intermediate Computing Device for Secure Customer Data Access
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Solution Overview
Problem
Customers face inefficiencies in accessing and managing their data during interactions with customer service agents, as they often need to repeatedly provide personal information, leading to increased wait times and security concerns regarding data exposure.
Innovation Solution
A system where an intermediate computing device manages and controls access to customer data, allowing customers to select which data to share and when, by storing and transmitting data securely before live communications, providing restricted access to customer service agents through networks, and using authentication methods to ensure data security.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customer data is made accessible to customer service agents during communication, then service efficiency is improved, but data security and customer control are worsened
Solution Approach 1:
The patent introduces an intermediate computing device that acts as a mediator between the customer's computing device and the customer service agent's computing device. This intermediary stores customer data, receives requests for data during communications, provides restricted access to agents, and logs all access events. The intermediary enables efficient service by providing agents with needed customer information while simultaneously maintaining security through controlled access, authentication requirements, and audit trails, thus resolving the contradiction between service efficiency and data security.
2Loss of time
If customer data is accessed during live communication, then wait time is reduced, but exposure risk increases
Solution Approach 1:
The system performs preliminary actions by pre-storing customer data in the intermediate computing device before live communications occur. When customers initiate communications, their data is already available in the intermediary system, allowing agents to access it immediately without requiring customers to wait while data is retrieved or entered during the call. This eliminates wait time while controlling exposure risk through authenticated access and selective data sharing, as agents only access data that has been pre-approved and stored in the secure intermediary.
3Adaptability or versatility
If customers control data access selectively, then privacy is enhanced, but system complexity increases
Solution Approach 1:
The patent implements self-service functionality that allows customers to autonomously control which of their data elements are shared with customer service agents. Through the customer interface on their computing device, customers can selectively choose to share specific data elements or withhold them, without requiring complex administrative configurations or manual agent-by-agent permissions. The intermediate computing device automatically manages the complexity of tracking these customer preferences and enforcing them across multiple agents and sessions, thus providing enhanced customer control while keeping the customer-facing interface simple.
Data Source
AI summary
Controlling access to customer data. A customer service agent is provided with indirect access to customer data through an intermediate computer such that it is not necessary for the customer service agent to ask questions about the received customer data or receive such data from the customer directly. Secure data access can be used to validate customers and streamline customer interaction and discussions with customer service agents since many questions a customer service agent may ask a customer directly during a discussion are already answered and known to the customer service agent before the customer speaks with the customer service agent. The customer can select which merchants receive customer data, and customer data can be entered manually or acquired by processing images of customer documents or cards such as personal identification or account cards containing information to be used during customer service discussions.