Soft Token Caller Verification for Secure IVR Authentication
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Solution Overview
Problem
Existing caller verification methods, such as security questions and SMS-based verification, are vulnerable to fraud, difficult to remember, and burdensome for users, particularly for those with memory issues or visual impairments, and are costly and time-consuming for organizations.
Innovation Solution
Implementing a soft token verification process through a secure factor of authentication using a soft token application, integrated with call centers and IVR systems, to verify the identity of callers by sending a push notification to a registered device for confirmation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If security questions are used for caller verification, then the verification process is simple to implement, but the security level deteriorates because questions are easily guessable from social media
Solution Approach 1:
The patent introduces an intermediary verification mechanism (knowledge graph-based system) between the caller and the verification process. Instead of directly using easily guessable security questions, the system uses an intermediary knowledge graph that analyzes multiple data sources including social media, public records, and account information to generate verification questions that are much harder to guess while maintaining ease of implementation through automated processing
2Reliability
If account information-based security questions are used, then the security level improves, but the ease of operation deteriorates because callers have difficulty remembering specific account details
Solution Approach 1:
The system enables self-service verification by automatically generating verification questions based on the caller's own account information and behavioral patterns. The knowledge graph autonomously analyzes the caller's account data, transaction history, and associated information to create personalized verification questions that the caller can answer without needing to remember specific account details, thus maintaining high security while improving ease of operation
3Reliability
If passcode-based verification on bills is used, then the security level improves, but the ease of operation deteriorates due to additional steps and difficulty for visually impaired users
Solution Approach 1:
The patent replaces the mechanical system of physical bill inspection and passcode verification with an automated digital knowledge graph system. Instead of requiring users to locate and read physical or digital bills, the system uses automated data processing, pattern recognition, and AI-driven question generation to create verification challenges that can be answered through natural interaction, eliminating the need for physical document handling and improving accessibility for visually impaired users
Data Source
AI summary
A caller is verified by receiving a unique identifier from the caller, identifying an account based at least in part on the unique identifier, sending a soft token verification request to an identity provider to send a soft token push notification to a device associated with an owner of the account, and receiving a result of the soft token push notification from the identity provider. Upon the result of the soft token push notification being successful, the caller is classified as verified for the account.