Robot Security Mode Selection via Compliance Verification
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Solution Overview
Problem
The integration of robots in customer homes for service tasks raises concerns about security, privacy, and trust due to potential misuse of gathered information, necessitating robust authentication and data protection measures.
Innovation Solution
A robotic solution is implemented with security and privacy features, including anti-virus verification, multi-factor authentication, 3D reconstruction for identity verification, and data blocking functions to ensure secure operation and protect user privacy, along with third-party oversight for safety and liability management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If robots are integrated into customer homes for service tasks, then service capability and automation are improved, but security risks and privacy concerns increase
Solution Approach 1:
The patent introduces a contact center as an intermediary layer between the robot and the customer's home environment. This intermediary provides authentication services, monitors robot operations, and manages security protocols, thereby enabling automated service while mitigating security risks through a trusted third-party mediator.
Solution Approach 2:
The system performs preliminary authentication and security verification before the robot enters the customer's home. The contact center verifies the robot's identity, checks for compliance with security criteria, and establishes trusted communication channels in advance, preventing security issues before they can manifest during operation.
2Adaptability or versatility
If robots gather information in customer environments, then service functionality is improved, but risk of information misuse and theft increases
Solution Approach 1:
The contact center continuously monitors and receives feedback from the robot regarding its operations and information gathering activities. This feedback mechanism allows the system to track what information is collected, verify its proper use, and detect potential misuse or theft attempts, creating accountability for information handling.
Solution Approach 2:
The contact center acts as an intermediary that oversees information flow between the robot and external systems. It controls what information the robot can access, manages data transmission, and implements security protocols to prevent information theft or misuse while still enabling necessary service functionality.
3Reliability
If authentication and security measures are implemented, then trust and safety are improved, but system complexity increases
Solution Approach 1:
The patent extracts authentication and security management functions from the robot itself and places them in the contact center. This separation allows the robot to remain relatively simple while the complex security protocols, authentication mechanisms, and monitoring systems are handled by the dedicated contact center infrastructure.
Data Source
AI summary
A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.