Omnichannel Authentication via Shared Cross-Channel Identity Context
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Solution Overview
Problem
Existing omni-channel authentication systems face challenges in maintaining user identity and context information across different communication channels, requiring integrated software solutions that are impractical due to disparate technologies and vendor lock-in, leading to inefficient user experiences and high adaptation costs.
Innovation Solution
A system that utilizes a computing device executing software routines and machine-learning architectures to maintain authentication across multiple channels by storing contact or session data in a non-transitory storage medium, allowing seamless transitions between data and telephony channels, and employing voice biometrics for authentication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If integrated software solutions are used to maintain authentication across channels, then user identity and context information can be maintained, but device complexity and adaptation costs increase
Solution Approach 1:
The patent introduces an intermediary authentication service that acts as a mediator between different communication channels (data channels and telephony channels). This service receives authentication information from one channel and makes it available to another channel, eliminating the need for direct integration between disparate systems. The intermediary handles the complexity of data format conversion and protocol translation, allowing each channel to maintain its own simplicity while achieving omnichannel authentication continuity.
Solution Approach 2:
The authentication system is segmented into independent functional modules: channel-specific authentication modules (data channel authenticator, telephony channel authenticator) and a shared intermediary authentication service. Each module operates independently and only communicates through standardized interfaces with the intermediary, reducing coupling complexity and enabling independent development and deployment of channel-specific solutions without affecting other channels.
2Ease of operation
If proprietary vendor solutions are adopted for each channel, then channel-specific functionality is optimized, but adaptability and migration flexibility are reduced
Solution Approach 1:
The intermediary authentication service provides universal functionality that works across multiple communication channels and vendor systems. It implements standardized authentication protocols that can interface with different channel-specific systems (data channels, telephony channels, messaging channels) without requiring custom integration code. This universal service can be configured to support various authentication methods and communication protocols, making it adaptable to different vendor solutions while maintaining channel-specific optimization through configurable parameters.
Solution Approach 2:
The system allows flexible configuration of authentication parameters for different channels and vendors through a unified intermediary service. Instead of hardcoding vendor-specific logic, the system uses configurable parameters such as authentication thresholds, data formats, and protocol settings that can be dynamically adjusted. This enables the same intermediary service to adapt to different vendor solutions by changing parameters rather than requiring code modifications, thereby maintaining both channel-specific optimization and vendor flexibility.
3Reliability
If comprehensive authentication verification is performed during channel switching, then security is enhanced, but loss of time and user experience deteriorate
Solution Approach 1:
The intermediary authentication service performs preliminary actions by pre-establishing authentication contexts and maintaining authenticated user states across channels. When a user initiates authentication on one channel, the service pre-processed and stored the authentication information in a secure manner. When the user switches to another channel, the service retrieves the pre-established authentication context rather than performing complete verification from scratch, thereby enhancing security through comprehensive verification while reducing time loss through efficient retrieval of pre-processed authentication data.
Solution Approach 2:
The authentication service maintains continuous authentication contexts across channel transitions. Instead of terminating authentication when a channel switches, the service continuously preserves the authenticated user state and active authentication information. This continuity allows the system to recognize and maintain the user's authenticated identity across different communication channels without requiring redundant authentication steps, thereby ensuring security verification while eliminating time loss associated with re-authentication.
Applied Scientific Principles
This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.
Function Achieved in This Case
Enables frictionless switching between communication channels while maintaining user identity and context information, enhancing security and reducing the need for costly software integrations and adaptations.
Implementation Method 1
generating an inbound voiceprint for the inbound call by applying a machine-learning architecture on the inbound call data
Data Source
AI summary
Embodiments include a computing device that executes software routines and/or one or more machine-learning architectures providing improved omni-channel authentication solutions. Embodiments include one or more computing devices that provide an authentication interface by which various communication channels may deposit contact or session data received via a first-channel session into a non-transitory storage medium of an authentication database for another channel to obtain and employ (e.g., verify users). This allows the customer to access an online data channel and enter the contact center through a telephony communication channel, but further allows the enterprise contact center systems to passively maintain access to various types of information about the user's identity captured from each contact channel, allowing the call center to request or capture authenticating information (e.g., voice biometrics) from both channels to employ authentication processes for one or both channels, such as voice biometrics authentication processes or other types of authentication functions.