Smart Contract Callback Authentication System
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Solution Overview
Problem
Existing contact center systems are cumbersome for users due to complex voice prompt menus and lengthy waiting times while queuing for service representatives, with existing callback systems only partially addressing the wait time issue but not simplifying the navigation process.
Innovation Solution
A cloud-based system utilizing smart contracts and blockchain technology for user, device, and transaction authentication, which automates callback management by comparing historical user data with real-time data to authenticate and validate users, thereby streamlining the connection process without the need for complex menus.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If voice prompt menus are used to channel callers to service agents, then callers can be directed to the appropriate service group, but the navigation process becomes complex and time-consuming
Solution Approach 1:
The patent extracts the authentication and routing functions from the traditional voice menu system. Users authenticate via biometric or device identification, and the system automatically determines routing based on authentication data and service needs, eliminating the need for users to navigate complex voice menus.
Solution Approach 2:
The system performs automatic authentication and routing without requiring user interaction with voice menus. The authentication manager and callback manager autonomously handle verification, queue assignment, and callback scheduling based on user credentials and service requirements.
2Productivity
If callers are placed in queue for service agents, then service representatives can be efficiently utilized, but callers experience lengthy waiting times
Solution Approach 1:
The system performs preliminary authentication and service requirement determination before queuing. Users are authenticated in advance, and the system pre-processes their service requests, allowing for more efficient queue management and reduced waiting times when service becomes available.
Solution Approach 2:
The callback manager acts as an intermediary between queued users and service agents. It manages the queue, schedules callbacks, and coordinates connections, optimizing the matching process between users and appropriate service representatives while minimizing idle waiting time.
3Ease of operation
If secondary queue systems with callback numbers are implemented, then waiting experience is improved, but the authentication process becomes more complex
Solution Approach 1:
The authentication manager handles multiple functions including user authentication, device verification, service requirement determination, and callback authorization. This multi-functional approach consolidates complexity into a single management component rather than distributing it across multiple separate systems.
Solution Approach 2:
The smart contract serves as an intermediary that automates the callback authorization process. It receives authenticated user data, automatically authorizes callbacks based on predefined rules, and coordinates with the callback manager, simplifying the overall process despite the underlying system complexity.
4Measurement precision
If user data is stored and processed for authentication, then authentication accuracy is improved, but data processing requirements increase
Solution Approach 1:
The system processes and stores only the specific authentication data relevant to each user and service context. Rather than processing all possible user data, it focuses on biometric information, device identifiers, and service requirements, optimizing the data processing load while maintaining high authentication accuracy.
Data Source
AI summary
A system and method for user, device, and transaction authentication and callback management, utilizing a cloud platform, a digital ledger, an authentication manager, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. Historical user identifier and behavior data may be stored in a blockchain and/or smart callback contract and compared against current user data to authenticate and validate a user, prior to the execution of the smart callback contract, all in a way that is transparent and autonomous to the user. The system may comprise clout platform, that may further comprise a callback manager, a brand interface server, an interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.