Interaction Routing Handoff Using Security Tokens and Device Matching
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Solution Overview
Problem
Network-based service applications face limitations in performing actions and understanding user natural language inputs, leading to redirections to separate computing systems like IRS, causing redundant user authentication, resource wastage, and security issues, especially in regulated industries.
Innovation Solution
A method for securely transferring authentication status from a network-based service to an IRS using a security token, matching the computing device identifier to maintain authentication and route interactions, thus avoiding redundant authentication and enhancing security.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a user is redirected from a network-based service application to an IRS for live agent assistance, then the user can receive human support, but the user must undergo redundant authentication which wastes resources and creates security issues
Solution Approach 1:
The patent introduces a security token as an intermediary mechanism that carries authentication information from the network-based service application to the IRS. This token acts as a mediator that enables the IRS to recognize the user's authentication status without requiring redundant authentication, thus resolving the contradiction between ease of operation and resource wastage
Solution Approach 2:
The network-based service application performs preliminary action by obtaining and storing a security token during the initial authentication process. This pre-obtained token is then used during the handoff to the IRS, eliminating the need for redundant authentication and reducing resource wastage while maintaining security
2Productivity
If authentication information is transferred from the network-based service application to the IRS during handoff, then redundant authentication is avoided, but security risks increase due to transmission of sensitive data
Solution Approach 1:
The security token serves as a secure intermediary that encapsulates authentication information. By using this token as a mediator during the handoff process, the system can transfer authentication status efficiently while minimizing security risks through controlled data transmission
Solution Approach 2:
The patent extracts only the necessary authentication information into a separate security token, isolating sensitive data from the main communication flow. This extraction approach allows efficient authentication transfer while containing security risks within a controlled token structure
3Adaptability or versatility
If the network-based service application handles all user interactions, then service consistency is maintained, but the application's limited capabilities prevent it from understanding complex natural language inputs
Solution Approach 1:
The patent segments the interaction handling functionality by directing complex natural language understanding tasks to the IRS while the network-based service application handles simpler tasks. This segmentation allows each system to operate within its capability boundaries, improving overall adaptability without excessive complexity
Solution Approach 2:
The security token acts as an intermediary that carries user context and authentication information between the network-based service application and the IRS. This enables seamless handoff of complex interactions to the IRS which has superior natural language understanding capabilities
Data Source
AI summary
Disclosed in some examples are methods, systems, and devices which provide for an IRS menu bypass and an authentication and session transfer to a live agent according to some examples of the present disclosure. When a handover condition is detected the ANLPA requests a security token from the IRS. The ANLPA also provides the user's authentication status, context information about why the user is calling, and/or other information to the IRS. When the user calls, they provide the security token to the IRS. The IRS uses the token to look up the authentication status and the context information and to automatically route the user to the correct live agent. In some examples, in order to enhance security, the user remains authenticated only if they are calling from a same computing device that hosted the ANLPA session and requested the security token.