Persistent SMS Account Servicing via Revocable Token

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Solution Overview

Problem

Existing customer interaction systems for account servicing are costly and provide an impersonal user experience, often requiring cumbersome authorization processes for each session.

Innovation Solution

A system that includes processors communicating with an enrollment web portal, natural language dialogue module, SMS texting gateway, phone number data storage, and token storage, enabling secure persistent SMS texting account servicing communications through a revocable token.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If traditional customer service representatives are used for account servicing, then personalized service quality is improved, but operational cost increases

Engineering Contradiction:

Improveservice qualityVSAvoidoperational cost

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The patent implements an automated SMS-based account servicing system where customers can independently perform account actions through text messages. The system uses natural language processing to understand customer requests and executes actions such as balance inquiries, payment scheduling, and account updates without human intervention, enabling customers to serve themselves while reducing operational costs

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces the mechanical system of human customer service representatives with an automated intelligent system that processes SMS messages. The system uses speech-to-text conversion, natural language interpretation, and automated response generation to substitute human agents, maintaining service functionality while eliminating the need for large customer service workforces

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Loss of energy

If automated IVR systems are used for account servicing, then operational cost is reduced, but user experience quality deteriorates

Engineering Contradiction:

Improveoperational costVSAvoiduser experience quality

Core Design Contradiction:

Loss of energyVSReliability

Solution Approach 1:

The patent implements a dynamic SMS conversation system that adapts to customer needs in real-time. The system processes natural language messages, understands context, and provides personalized responses rather than following rigid scripts. The conversation flow dynamically adjusts based on customer requests, maintaining high user experience quality while operating cost-effectively

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The patent changes the interaction parameters from traditional voice-based IVR to text-based SMS communication. This parameter change allows customers to interact at their own pace, review messages, and communicate in their preferred language style, significantly improving user experience while reducing operational costs through automation

Inventive Principle:

Principle #35Parameter changes

3Reliability

If frequent authorization is required for each customer-service session, then security is improved, but operational efficiency deteriorates

Engineering Contradiction:

ImprovesecurityVSAvoidoperational efficiency

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The patent implements preliminary authentication where customers provide credentials once during enrollment. The system then establishes persistent secure sessions that allow multiple account servicing actions without requiring repeated authentication. This preliminary action maintains security while eliminating the inefficiency of frequent authorization requests

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent enables continuous account servicing through persistent SMS sessions. Once authenticated, customers can perform multiple account actions sequentially without interruption or re-authentication, maintaining the useful action of account management without the disruptive breaks caused by frequent authorization requirements

Inventive Principle:

Principle #20Continuity of useful action

Data Source

PatentUS20250158943A1Systems and methods for controlling secure persistent electronic communication account servicing with an intelligent assistant

Publication Date: 2025.05.15 CAPITAL ONE SERVICES LLC

AI summary

The disclosed technology includes systems and methods for controlling enrollment and secure persistent SMS texting account servicing communications. A method is provided that includes receiving, at an enrollment web portal, enrollment data including: enrollment credentials identifying a user for authentication, a phone number of a mobile device associated with the user, and consent by the user to persistently interact with an account servicing system via SMS texting. The method includes: processing the received enrollment data, authenticating the user responsive to processing the received enrollment data, storing the phone number of the mobile device associated with the user in a phone number data storage, and generating, responsive to the authenticating, a revocable token for persistent access to a natural dialogue module via a SMS texting gateway for the mobile device identified by the phone number.