Mobile Device IVR Response Data Storage and Transmission
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Users face difficulties in securely storing and transmitting sensitive data, such as credit card numbers, during interactive voice response (IVR) sessions, as they often need to remember long strings of digits or access written sources, and there is a risk of data exposure when sharing contact information.
Innovation Solution
A method and device that securely store and transmit response data in an IVR system session using a mobile communications device, allowing users to select, retrieve, and play back response data, including credit card numbers or system access codes, through a graphical user interface and DTMF tone generation, with optional speech recognition capabilities for secure and convenient data entry.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users store sensitive data in device memory for IVR reference, then data accessibility is improved, but security and risk of exposure worsen
Solution Approach 1:
The system pre-loads relevant contact information and data into the IVR session context before the user needs to reference it. This allows users to access data without retrieving it from stored contacts, eliminating the security risk of exposing stored sensitive data while maintaining quick accessibility during the call.
Solution Approach 2:
The IVR system acts as an intermediary between the user and stored contact data. Instead of directly accessing stored contacts, the system retrieves needed information through the IVR interface, providing data accessibility while preventing direct exposure of stored sensitive information.
2Reliability
If users manually enter data during IVR sessions, then security is improved, but ease of operation and time consumption worsen
Solution Approach 1:
The system automatically retrieves and provides relevant contact information and data during the IVR session based on the call context. Users don't need to manually enter data or search contacts, as the system serves the information automatically, maintaining security while eliminating time loss.
Solution Approach 2:
The system pre-retrieves and prepares relevant data during the IVR session setup, so when users need information, it's already available. This eliminates the time required for manual data entry while maintaining security through controlled access during the session.
3Ease of operation
If users share contact information between devices, then data accessibility is improved, but security and risk of inadvertent disclosure worsen
Solution Approach 1:
The system extracts only the specific data needed for the current IVR session from stored contacts, rather than sharing entire contact information. This allows functional accessibility without exposing unnecessary sensitive data that could lead to inadvertent disclosure.
Solution Approach 2:
The system provides data access with different security qualities for different data elements. Sensitive information is protected while necessary operational data is made accessible during the IVR session, allowing selective sharing that maintains security while enabling functionality.
Data Source
Figure 1
Figure 2
Figure 3
AI summary
A method and electronic device for storing and transmitting response data in an interactive voice response (IVR) system session are provided. Response data, such as a credit card number, system access code or password may be stored in the device. During an IVR session, the response data may be selected, retrieved and transmitted to respond to an IVR request. Content protection may be used to control access to the response data and to allow access to the response data if an IVR session is established. The device may be mobile electronic device.