Transient Key Data Abstraction for Contact Center Security
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Solution Overview
Problem
Current contact center systems face significant costs and resource inefficiencies in securing and managing customer data across multiple devices and platforms, as they often require end-to-end encryption and complex security measures for both sensitive and non-sensitive data, leading to unnecessary security measures and data logging.
Innovation Solution
An automated system using a transient datastore generates a transient key associated with customer interaction data, allowing only necessary sensitive data to be transmitted and secured, with the key expiring after a predetermined event, thus minimizing data distribution and encryption requirements across multiple platforms.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all customer data is transmitted and stored across multiple devices for customer service operations, then complete customer information is available for service decisions, but security costs and resource requirements increase significantly
Solution Approach 1:
The patent extracts only the necessary subset of customer data required for specific service operations, rather than transmitting all customer data. This is achieved through selective data retrieval based on operation type, customer segment, and data sensitivity, thereby reducing the data footprint that requires security protection while maintaining operational reliability.
Solution Approach 2:
The patent segments customer data into different categories (sensitive, non-sensitive, PII, non-PII) and applies different security measures to each segment. This segmentation allows the system to apply encryption and security protocols only where necessary, reducing overall security complexity while ensuring data availability for service operations.
2Reliability
If extensive encryption and security measures are applied to all customer data, then data security is enhanced, but system costs and resource consumption increase
Solution Approach 1:
The patent applies different security measures (encryption, masking, tokenization) to different data segments based on their sensitivity and the specific operational context. This local quality approach ensures that security resources are concentrated where needed rather than uniformly applied, reducing overall resource consumption while maintaining high security standards for sensitive data.
Solution Approach 2:
The patent implements partial encryption and security measures only for the specific data elements required for the current operation, rather than applying comprehensive security to all customer data. This partial action approach reduces security resource consumption while maintaining adequate protection for the data that is actually being processed.
3Ease of operation
If customer data is stored in multiple devices and systems for operational purposes, then data accessibility is improved, but the risk of data breaches and unauthorized access increases
Solution Approach 1:
The patent introduces data segmentation and selective retrieval mechanisms as intermediaries between data storage and access requests. This intermediary layer ensures that only authorized personnel can access specific data segments relevant to their operational needs, maintaining data accessibility while reducing breach risk through minimized data exposure.
Solution Approach 2:
The patent extracts and transmits only the minimum necessary data subset required for specific operations rather than providing broad data access. This extraction approach maintains operational accessibility while inherently limiting the attack surface and potential impact of unauthorized access or data breaches.
4Loss of information
If all customer data is logged and stored for analytics and reporting, then comprehensive reporting capability is achieved, but security management complexity and costs increase
Solution Approach 1:
The patent segments customer data into different categories and applies different retention and security policies to each segment. This segmentation enables comprehensive reporting capabilities by preserving necessary data for analytics while reducing security management complexity through differentiated handling of sensitive versus non-sensitive data segments.
Solution Approach 2:
The patent changes the state of data retention and security measures based on data sensitivity parameters and operational requirements. This parameter-based approach allows comprehensive reporting on non-sensitive data while applying enhanced security measures only to sensitive data segments, reducing overall security management complexity.
Data Source
AI summary
According to an embodiment of the present invention, a system and method for transmitting sensitive data in a contact center environment comprising a transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to: generate, using a computer processor, a transient key associated with a subset of data for the customer based on the current interaction data and a customer identity; transmit, using a computer processor, the transient key and non-sensitive data to the live agent; receive a request, the transient key and a requester identifier from a requesting component of the system, and identify a corresponding subset of data responsive to the transient key and the requester identifier.