Phone and Digital Communication Verification With Dynamic Security Challenges
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Solution Overview
Problem
Traditional authentication and communication techniques between businesses and customers are expensive, slow, and inefficient, leading to increased call-wait times and customer frustration.
Innovation Solution
A system employing multi-level authentication and form filling techniques, utilizing a server to dynamically assign security challenges based on credibility and customer data, and enabling communication cross-over to optimize customer service efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional authentication techniques are used to verify customer identity, then security is maintained, but call times increase and customer service efficiency decreases
Solution Approach 1:
The authentication process is divided into multiple independent security challenges with different security levels. Each challenge can be evaluated separately, allowing the system to progress through authentication steps in parallel rather than sequentially, thereby reducing overall authentication time while maintaining security.
Solution Approach 2:
Customer profile data including authentication information is pre-loaded into the system before the customer call arrives. When a customer calls, the system has already retrieved and prepared their authentication data, eliminating database query delays during the actual authentication process and reducing call wait times.
2Reliability
If multiple security challenges are implemented to authenticate customers, then authentication reliability improves, but system complexity increases
Solution Approach 1:
The system dynamically determines the number and type of security challenges required based on the customer's authentication history, risk profile, and current call context. Rather than always implementing the maximum number of challenges, the system adapts the authentication process to use only the necessary number of challenges, simplifying the system operation while maintaining security.
Solution Approach 2:
The system changes authentication parameters such as the number of required security challenges, the type of verification methods used, and the security level thresholds based on pre-evaluated customer profiles. This allows the same authentication system to operate at different complexity levels depending on the specific customer and situation, managing system complexity while ensuring adequate security.
3Measurement precision
If customer data is stored and processed for authentication purposes, then authentication accuracy improves, but data processing time increases
Solution Approach 1:
Customer authentication data is retrieved and pre-processed from the database before the customer initiates a call. The system prepares authentication profiles, validates data formats, and organizes information in advance, so that when the customer arrives, authentication can proceed using pre-prepared data rather than processing raw data in real-time, thus maintaining accuracy while reducing processing time.
Solution Approach 2:
The system creates and stores copies of customer authentication data in pre-formatted structures within the customer profile. Instead of querying and processing original database records during each authentication event, the system uses these pre-prepared copies which are optimized for rapid comparison and validation, maintaining authentication accuracy while significantly reducing data access and processing time.
Data Source
AI summary
A computer-implemented method includes receiving, via processing circuitry and from a customer interface device (CID), a customer communication and first authentication data, searching, via the processing circuitry, a database for a customer account corresponding to the customer communication, receiving, at the processing circuitry and from the database, first registered data corresponding to the customer account, and determining, via the processing circuitry, a first security challenge having a first security level category of a plurality of security level categories. The computer-implemented method also includes determining, via the processing circuitry and based on a first comparison between the first authentication data and the first registered data, a first outcome of the first security challenge, and determining, via the processing circuitry, for a second security challenge, and based on the first outcome of the first security challenge, a second security level category of the plurality of security level categories, the second security level category differing from the first security level category.