On-Demand Secure Call Platform for Masked Private Data Entry
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing technologies for securing representative-assisted transactions in telephony environments require either the entire merchant transaction system to be secured for all calls at all times or transfer customers to a different system, limiting the ability for representatives to assist during private information entry while preventing exposure.
Innovation Solution
An on-demand secure data entry system that secures calls by placing the representative and customer on hold, establishing a secure call platform, and bridging the calls to mask sensitive information from the representative, using unified communications systems and cloud VOIP networks.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the entire merchant transaction system is secured for all calls at all times, then data security is improved, but system complexity and cost increase significantly
Solution Approach 1:
The system divides the call flow into separate segments: the customer representative call remains unsecured for normal assistance, while a separate secure call channel is established specifically for private information entry. This segmentation allows security to be applied only where needed, reducing overall system complexity while maintaining data security.
Solution Approach 2:
The system dynamically switches between unsecured and secured call modes based on the transaction context. During normal representative-assisted calls, the system operates in unsecured mode for ease of use. When private information entry is required, the system dynamically transitions to a secured mode by routing DTMF tones through a secure channel, thereby applying security only when necessary rather than continuously.
2Reliability
If customers are transferred to a different system for secure entry, then data security is improved, but representative assistance is lost and customer experience deteriorates
Solution Approach 1:
The system introduces an intermediary secure call channel that handles private information entry while the representative remains on the original call. The intermediary secure channel processes and masks DTMF tones, allowing the representative to continue assisting the customer without directly accessing sensitive information. This mediator approach maintains both security and representative assistance simultaneously.
3Ease of operation
If representatives can hear and decode DTMF tones, then assistance during entry is improved, but data exposure and security risks increase
Solution Approach 1:
The system segments the audio channel into two separate paths: the representative hears the customer's voice for assistance, while DTMF tones entered by the customer are routed through a separate secure channel that masks them from the representative. This segmentation allows the representative to provide verbal guidance without accessing the actual private information being entered.
Solution Approach 2:
The secure call platform acts as an intermediary that processes DTMF tones separately from the voice conversation. The intermediary captures, masks, and transmits only non-sensitive information to the representative, while the actual private data remains concealed. This mediator mechanism enables representative assistance while preventing data exposure.
Data Source
AI summary
An on-demand secure data entry system and method for representative-assisted transactions that allows for a representative to be present on a call during the entry of private information to assist the customer while still preventing exposure of the private information to the representative. The system and method involve placing an existing call between a representative and customer on hold, creating a secure call “secure call platform,” placing and parking separate calls secured by the secure call platform from the system to the representative and from the system to the customer, transferring the held call to the secure call platform, bridging the separate calls such that the representative and customer are connected through the calls secured by the secure call platform, and then masking portions of information received on the customer-to-system call from information transmitted to the representative-to-system call.