IVR Unit for Secure Telephone Data Handling
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Solution Overview
Problem
Existing methods for protecting sensitive information during telephone calls, such as credit card numbers and social security numbers, are inadequate as human agents may still access and misappropriate this information, especially when working remotely or from home.
Innovation Solution
A system and method that uses an Interactive Voice Response (IVR) unit to receive sensitive information from callers without the agent accessing it, by bridging the IVR into the call and either muting or altering DTMF tones or silencing the audio connection to the agent, ensuring the information is not received by the agent while allowing the voice connection to remain open for communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If human agents are used to handle telephone calls and collect sensitive information, then the agent can communicate with the caller and understand their needs, but the agent may steal or fail to protect the sensitive information
Solution Approach 1:
An IVR unit is introduced as an intermediary between the caller and the agent. The IVR unit receives sensitive information from the caller through DTMF tones or verbal input, processes it securely, and transmits it to the agent without the agent directly accessing the information during transmission. This mediator ensures information security while maintaining agent communication capability.
2Reliability
If agents are placed in monitored areas with restricted access to writing implements, then information theft is reduced, but agents cannot work from home or remote locations
Solution Approach 1:
The IVR unit serves as a remote intermediary that enables agents to work from any location including home offices. The system bridges the physical distance and security monitoring requirements by providing secure information transmission over the telephone network, allowing agents to maintain information protection without physical confinement to monitored areas.
Solution Approach 2:
The physical security measures (monitored areas, restricted access to writing implements) are replaced with an electronic security system. The IVR unit captures information electronically through DTMF tones or audio, transmits it securely via the telephone network, and eliminates the need for physical security monitoring of agents while maintaining information protection.
3Reliability
If the agent's voice connection is muted to prevent information access, then sensitive information is protected, but the agent cannot communicate with the caller
Solution Approach 1:
The communication channel is segmented into separate paths: one for sensitive information transmission (through IVR unit using DTMF tones or audio recording) and another for agent-caller communication (voice connection). The IVR unit handles information capture and secure transmission, while the voice connection remains open for the agent to communicate with the caller, prompt for information, and confirm receipt. This segmentation allows both information security and communication capability to coexist.
Data Source
AI summary
A system and method for receiving information from a caller without the information being accessed by an agent handling the call. A call is received and routed to an agent, who may be remote. When predetermined information (e.g., credit card number, social security number) is to be provided by the caller, an IVR (Interactive Voice Response) unit or media server is bridged into the call. The caller's input is received by the IVR unit, but not by the agent. If the information is entered as DTMF tones, those tones may be muted or altered for the agent. The agent's voice connection may remain open, however, to receive and answer questions from the caller. If the information is provided verbally, the audio connection to the agent may be muted. The agent is signaled when the information is complete, at which time the IVR unit is disconnected and the call proceeds normally.