Secure Audio Bridge for Contact Center Payment Transactions
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Solution Overview
Problem
Contact centers face challenges in securely processing bank card payments over the phone, as agents may inadvertently hear sensitive financial information, which can lead to security breaches, especially when dealing with third-party IVR systems.
Innovation Solution
A speech analytics system is used to control a secure audio bridge, isolating the agent from sensitive information during bank card payment transactions by bridging the payment processing system and monitoring the transaction status, allowing the agent to remain informed without hearing the sensitive details.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If an automated IVR system is used to process bank card information, then agent exposure to sensitive information is reduced, but the agent cannot monitor the transaction progress
Solution Approach 1:
The audio stream is segmented into separate channels: the agent hears only status updates while the customer hears transaction prompts. This segmentation allows the agent to remain informed about transaction progress without being exposed to sensitive bank card information or DTMF tones
Solution Approach 2:
A conference bridge acts as an intermediary that selectively routes audio information. The bridge filters the audio stream so that agents receive only non-sensitive status information while customers receive full transaction guidance
2Reliability
If the agent is muted during payment processing, then security is improved, but the agent loses ability to assist the customer
Solution Approach 1:
The audio routing is dynamically adjusted based on transaction state. The agent is selectively muted only during sensitive information collection while remaining audible during non-sensitive portions of the interaction, allowing flexible balancing of security and service needs
3Productivity
If DTMF tones are used for payment entry, then payment processing is automated, but the tones can be recorded and decoded to compromise security
Solution Approach 1:
The harmful DTMF tones are extracted and removed from the audio stream that reaches the agent. Only safe status update information remains in the agent's audio channel, eliminating the recording risk while preserving automated payment processing
Data Source
AI summary
An architecture and process flow for a contact center that receives payments prevents the agent from hearing sensitive financial information during the payment transaction. During a call with a remote party, the agent determines an appropriate time to bridge on a bank card payment processing system to receive and process a payment. Audio of the call to the agent is then interrupted so as to avoid the agent hearing any sensitive financial information provided by the remote party. Various status indications may be displayed to the agent so that the agent is able to monitor the progression of the payment transaction without hearing the contents of the call. When the payment transaction has completed the agent audio to be restored and the display indications related to the payment transaction are removed.