IVR Caller Verification via Mobile Intermediary App
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Solution Overview
Problem
Traditional IVR systems face challenges in securely and efficiently verifying caller identity, as verbal responses can be overheard and misinterpreted, leading to frustration and delays.
Innovation Solution
The system uses an IVR application to identify callers through phone numbers, correlates calls with secure applications on mobile phones, and employs machine-learning algorithms to determine necessary verification information, which is then validated through secure authentication processes, including DTMF tones and voice recognition, to ensure quick and secure identity verification.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional verbal verification is used, then the verification process is simple, but security is compromised and accuracy is low
Solution Approach 1:
The patent introduces an intermediary mobile application as a mediator between the IVR system and the caller. This app collects verification information securely on the caller's device and transmits it to the IVR system, eliminating the need for verbal communication over the phone. The intermediary app handles the complexity of data collection and secure transmission, while the IVR system receives structured data for verification.
Solution Approach 2:
The patent replaces the mechanical/verbal verification system with an electronic digital system. Instead of relying on voice communication and manual data entry, the system uses automated mobile applications, secure data transmission protocols, and electronic verification processes. This substitution eliminates the vulnerabilities of verbal communication while maintaining ease of use through automated interactions.
2Object-affected harmful factors
If verbal verification is used, then the process is quick, but information can be overheard and misinterpreted
Solution Approach 1:
The mobile application serves as a secure intermediary that collects verification information on the caller's device and transmits it electronically to the IVR system. This eliminates the vulnerability of verbal communication where information could be overheard, while the automated transmission process occurs instantly without requiring the caller to speak during verification.
Solution Approach 2:
The system replaces verbal communication with electronic data transmission. Verification information is captured through the mobile app and transmitted securely via digital communication protocols, eliminating the risk of eavesdropping. The automated electronic process occurs in the background without requiring active verbal interaction, thus eliminating misinterpretation risks.
3Productivity
If traditional verification is used, then the system is simple, but agent resources are not optimized
Solution Approach 1:
The mobile application enables self-service verification by automatically collecting verification information from the caller and transmitting it to the IVR system without requiring agent intervention. The system performs verification autonomously through automated processes, allowing agents to focus on more complex customer service tasks rather than manual verification procedures.
Solution Approach 2:
The mobile app acts as an intermediary that handles the verification process autonomously, collecting and transmitting data without requiring agent involvement. This automation optimizes agent resources by eliminating time-consuming manual verification tasks, while the intermediary app manages the system complexity of data collection, transmission, and verification processing.
Data Source
AI summary
Apparatus and methods for enhancing security of an authentication process of a caller that initiated a call in an Interactive Voice Response (“IVR”) system are provided. The methods may include routing the call through the IVR system to a headset. After the routing, the methods may include retrieving data associated with the caller. In response to the retrieved data meeting one or more predetermined conditions, a graphical user interface of an agent computer paired to the headset may display a plurality of validation information for validating the caller. Selection by the agent of validation information may trigger methods for transmitting a request to the caller, via a caller mobile phone, to input the validation information selected by the agent. The methods may additionally include authenticating the caller based at least in part on the information input into the mobile phone.