Customer Center Recording Encryption with Key Management
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Customer interactions captured in customer centers often contain sensitive information that is vulnerable to identity theft and unlawful access due to inadequate security measures, despite existing methods for encryption and archiving.
Innovation Solution
Implementing a key management system that provides electronic keys for encrypting and decrypting data within customer centers, ensuring secure data collection, transmission, and storage by using symmetric-key and public-key encryption methods, even if other protection mechanisms are breached.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If data is stored in plain text for easy access and retrieval, then ease of operation is improved, but security is worsened making data vulnerable to identity theft and unlawful access
Solution Approach 1:
The system performs preliminary encryption of customer interaction data before storage, converting plain text to encrypted form. This preliminary action ensures that even if data is accessed without authorization, the information remains protected. The encryption process is applied automatically during the data capture phase, eliminating the need to switch between plain text and encrypted storage modes.
Solution Approach 2:
The patent introduces an intermediary decryption key management system that acts as a mediator between stored encrypted data and authorized access requests. This intermediary layer ensures that only authorized users with proper credentials can obtain decryption keys, while maintaining the encrypted state of stored data. The intermediary system handles key distribution and access control, separating the storage mechanism from the access control mechanism.
2Object-affected harmful factors
If encryption is implemented to protect sensitive information, then security is improved, but device complexity is worsened due to key management requirements
Solution Approach 1:
The decryption key management system is designed to serve multiple functions: generating encryption keys, distributing keys to authorized users, managing key lifecycle (rotation, revocation), and auditing access. By consolidating these multiple security functions into a single universal system, the patent reduces overall system complexity compared to having separate mechanisms for each function.
Solution Approach 2:
The system implements automated key management processes where the decryption key management system autonomously handles key generation, distribution, and rotation without requiring manual intervention. Authorized users can self-service their access requests through defined protocols, and the system automatically manages key lifecycle events, reducing operational complexity.
3Object-affected harmful factors
If data is encrypted during transmission and storage, then security is improved, but productivity is worsened due to additional processing time
Solution Approach 1:
Encryption is performed as a preliminary action during the data capture and initial transmission phase, rather than as a post-processing step. This allows encrypted data to be stored and transmitted directly without requiring additional decryption/ re-encryption cycles, improving processing efficiency while maintaining security throughout the data lifecycle.
Data Source
Figure 1
Figure 2
Figure 3~4
AI summary
Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.