IVR Fraud Deterrence via Multi-Digit Verbal Verification
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Solution Overview
Problem
Current IVR systems are vulnerable to fraudsters using autodialers to impersonate live callers by emitting DTMF codes, leading to unauthorized fee generation for 1-800 number owners, as conventional confirmation methods can be duped by programming autodialers to mimic human input.
Innovation Solution
Implementing a system that requires callers to enter a specified multi-digit number or series of numbers communicated verbally during the call, increasing complexity by asking keypad inputs corresponding to words spelled out using number codes, making it difficult for autodialers to understand and process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional IVR systems use simple button press confirmation, then ease of operation is improved, but reliability deteriorates due to vulnerability to autodialer fraud
Solution Approach 1:
The patent changes the complexity parameter of the verification process from simple single-digit button presses to multi-digit sequences (e.g., 3-5 digits) that must be entered in response to verbal prompts. This parameter change makes it computationally difficult for autodialers to process and understand the dynamic verification challenges, thereby improving reliability while maintaining reasonable ease of operation for human callers
Solution Approach 2:
The system performs preliminary verification actions by requiring callers to enter multiple digits in sequence before granting access to the fee-generating service. This preliminary multi-digit entry requirement acts as a proactive filter that prevents fraudulent calls from reaching the service, thereby improving reliability before the actual service interaction begins
2Reliability
If IVR systems increase verification complexity to prevent fraud, then reliability is improved, but device complexity worsens
Solution Approach 1:
The patent implements a self-service verification system where the IVR automatically generates verbal prompts and automatically processes the entered digit sequences without requiring human intervention. The system self-manages the verification process by comparing entered digits against expected sequences, thereby improving reliability through automated verification while avoiding the need for additional human operators or complex external verification systems
3Productivity
If autodialers are programmed to emit DTMF codes to impersonate live callers, then productivity of fraud generation is improved, but object-affected harmful factors worsen due to increased fraudulent fee generation
Solution Approach 1:
The patent applies preliminary anti-action by implementing verification measures before fraudulent calls can successfully generate fees. The multi-digit verification challenge is presented to all incoming calls before they reach the fee-generating service, creating a preemptive barrier that neutralizes the productivity advantage fraudsters gain from automated dialing, thereby reducing harmful factors
Data Source
Figure 1
AI summary
An automated method for determining the validity of an incoming phone call including receiving an incoming phone call, activating a controller in response to receipt of the incoming phone call, wherein the controller generates a multi-digit code in response to the receipt of the incoming call, outputs an audible version of the multi-digit code to a caller for the incoming call, requests the caller to input the multi-digit code, compares the multi-digit code with a caller input, determines the call is invalid in response to a mismatch between the multi-digit code and the caller input, and terminates the phone call.