Outbound Call Verification Using Shared Trust Authentication
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Solution Overview
Problem
Users lack a definitive means to verify the identity of an agent during outbound calls, exposing them to potential fraudulent activities and resource inefficiencies in traditional verification methods.
Innovation Solution
A shared trust verification system that authenticates users and verifies the legitimacy of outbound calls using a mobile verify authentication routine, ensuring the user device is eligible and capable of performing the routine without revealing sensitive information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the user hangs up and calls a known legitimate phone number to verify agent identity, then the user can confirm legitimacy, but the process is time-consuming and resource-inefficient
Solution Approach 1:
The system performs preliminary authentication by sending a verification code to the user's device before the call connects. The user enters this code during the call setup, allowing identity verification to occur in advance rather than requiring a separate verification call afterward.
Solution Approach 2:
The patent introduces a shared trust verification system as an intermediary between the user and agent. This system mediates the authentication process by generating verification codes, receiving user input, and confirming agent identity without requiring the user to initiate separate verification calls.
2Productivity
If the user continues with the received call without verification, then the process is efficient, but the user risks exposing sensitive information to fraud
Solution Approach 1:
Authentication is performed preliminarily during call setup rather than after the call connects. The user enters a verification code before the actual conversation begins, ensuring security is established in advance while maintaining efficient call processing.
Solution Approach 2:
The user's device actively participates in the authentication process by generating or receiving verification codes and transmitting them to the verification system. This self-service approach enables rapid authentication without requiring agent intervention or separate verification procedures.
3Device complexity
If traditional one-sided verification is used, then the process is simple, but it fails to provide confirmation to the user and leaves them vulnerable
Solution Approach 1:
The verification system performs authentication actions preliminarily by sending verification codes and validating user input before the call proceeds. This preliminary verification establishes mutual trust while maintaining relatively simple system architecture.
Solution Approach 2:
The system implements feedback mechanisms where the user receives verification codes on their device and provides input that is immediately validated. This feedback loop confirms to the user that authentication is occurring, establishing trust while keeping the interface simple and intuitive.
Data Source
AI summary
Systems, apparatuses, methods, and computer program products are disclosed for establishing shared trust between an agent and a user for an outbound call. An example method includes receiving an outbound call request from an agent device and determining whether the user device is eligible for the mobile verify authentication routine. The example method further includes generating a mobile verify event for the outbound call and performing the mobile verify authentication routine. The mobile verify routine includes generating a call session context for the outbound call, providing a call confirmation request to the user device, receiving a call confirmation response from the user device, generating an authentication status for the user, and providing a user authentication message to the agent device, wherein the user authentication message comprises the authentication status.