Location-Based Authentication for Call Management Systems

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Solution Overview

Problem

Traditional query-directed authentication methods in call centers are inflexible and unable to accommodate real-time changing situations, requiring users to provide personal information that may be overheard in public or workplace settings.

Innovation Solution

A call management system that employs location-based authentication, where a server determines the current location of a user device and dynamically generates authentication questions based on that location, allowing for varying levels of personal information disclosure depending on the user's context.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If traditional query-directed authentication techniques are used, then authentication can be performed with fixed rules, but the system cannot accommodate real-time changing situations and user privacy concerns

Engineering Contradiction:

Improveadaptability to real-time changing situationsVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent implements dynamic authentication by determining the user's current location and selecting authentication questions based on that location. The system transitions from static, fixed authentication rules to dynamic rules that adapt in real-time based on environmental factors (location), allowing the authentication process to change automatically according to the user's situation.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system changes the authentication parameters (questions asked, level of verification required) based on the location parameter. When the user is detected to be in a public or workplace location, the system adjusts the authentication questions to be less intrusive, while in private locations more detailed questions can be asked. This parameter adaptation resolves the contradiction by enabling flexibility without requiring complex manual reconfiguration.

Inventive Principle:

Principle #35Parameter changes

2Reliability

If users are asked to provide personal information for authentication, then authentication accuracy is improved, but user privacy is compromised in public or workplace settings

Engineering Contradiction:

Improveauthentication accuracyVSAvoidprivacy risk

Core Design Contradiction:

ReliabilityVSObject-affected harmful factors

Solution Approach 1:

The patent applies different authentication strategies based on the local environment (location). In public or workplace locations, the system uses location-based authentication that does not require sharing sensitive personal information. In private locations, traditional personal information questions can be asked. This local differentiation allows the system to maintain authentication accuracy while minimizing privacy risks in specific contexts.

Inventive Principle:

Principle #3Local quality

Solution Approach 2:

The system converts the potential harm of location tracking into a benefit for privacy protection. By determining the user's location, the system actually protects user privacy by avoiding requests for sensitive information in public settings. The location data, which could potentially be harmful if misused, becomes the key to enabling privacy-aware authentication instead.

Inventive Principle:

Principle #22Blessing in disguise (Convert harm into benefit)

3Object-affected harmful factors

If location-based authentication is implemented, then user privacy is enhanced by tailoring questions to location, but the system complexity increases

Engineering Contradiction:

Improveprivacy protectionVSAvoidsystem complexity

Core Design Contradiction:

Object-affected harmful factorsVSDevice complexity

Solution Approach 1:

The patent introduces a location determination service as an intermediary component that bridges the user's physical location and the authentication system. This intermediary handles the location data processing and automatically selects appropriate authentication questions based on location, shielding the main authentication system from the complexity of location tracking while still enabling privacy-aware authentication.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS12278820B1Systems and methods for location based authentication

Publication Date: 2025.04.15 UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

AI summary

Various embodiments described herein relate to a call management system that aims to provide a more efficient, secure, and dynamic technique for authenticating a user based on a location of the user. A server of the call management system receives a phone call from a user device. The server transfers the phone call to an analyst device. When the analyst device accepts the phone call, the server starts an electronic communication session between the user device and the analyst device. The server then determines a current location of the user. The server further determines a question for authentication of the user based on the current location. The server transmits the question to the analyst device. The analyst device transmits the question to the user device via the server. In response to an answer received from the user device, the server authenticates the user.