Seamless Transfer Between Human and Automated Payment Systems
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Solution Overview
Problem
Users in payment centers often prefer human representatives over automated speech recognition systems, increasing costs due to the need for redundant authentication when transferring between systems.
Innovation Solution
Implementing a method where a security token and user intent are passed between human representatives and automated speech recognition systems, allowing seamless transfer without re-authentication, and enabling direct access to specific transaction points within the automated system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If users are transferred from human representatives to automated speech recognition systems, then operational costs are reduced, but users must re-authenticate which increases time and reduces user satisfaction
Solution Approach 1:
The system performs authentication in advance during the human representative interaction, stores the authentication result in a security token, and passes it to the automated system. This preliminary authentication eliminates the need for users to re-authenticate when transferred to the automated speech recognition system, saving time while maintaining security.
Solution Approach 2:
A security token acts as an intermediary carrier between the human representative system and the automated speech recognition system. The token contains authentication information that allows the automated system to recognize the user as already authenticated, bridging the two systems without requiring user re-authentication.
2Ease of operation
If users interact with human representatives for payment processing, then user assistance and guidance are improved, but operational costs increase due to redundant authentication requirements
Solution Approach 1:
Authentication is performed preliminarily during the user interaction with the human representative. The authentication result is captured and transferred via security token to the automated system, eliminating redundant authentication steps and reducing operational costs while maintaining the ease of user assistance.
Solution Approach 2:
The patent merges the authentication function across both human representative and automated system interactions. By implementing a unified authentication mechanism where the human representative's authentication is recognized by the automated system, it eliminates redundant authentication processes and reduces operational costs.
3Reliability
If the automated system requires top-level authentication for all users, then system security is maintained, but user experience deteriorates due to redundant authentication steps
Solution Approach 1:
The system applies different authentication requirements to different users based on their authentication status. Users with valid security tokens (already authenticated) are granted direct access to specific transaction points without top-level authentication, while users without tokens undergo full authentication. This local differentiation maintains security for unauthenticated users while improving experience for authenticated users.
Solution Approach 2:
Authentication is performed in advance and the result is stored in a security token that users carry through the system. When users present this token, the system recognizes their pre-authenticated status and allows direct access to transaction points, eliminating redundant authentication steps while maintaining security through the token verification process.
Data Source
AI summary
A user calling a payment center has the option of using an automated speech recognition payment system or a human representative to make the payment. If the user selects to make a payment using a human representative, the representative may, at some point, transfer the user into the automated speech recognition payment system. If the user has already been authenticated, he may not need to re-authenticate himself to the system. If the user selects to make a payment the automated system, and then gets transferred to a human representative during the payment process, the representative may, at some point, transfer the user into the automated speech recognition payment system. Again, if the user has already been authenticated either by the system initially or by the representative, he may not need to re-authenticate himself to the system.