Secure Voice Transaction Processing via DTMF Tone Extraction
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Solution Overview
Problem
Current voice payment systems are insecure and inconvenient, particularly when customers need to recite sensitive payment information during telephone calls, as they require manual input and lack integration with mobile devices, leading to usability issues and increased fraud risks.
Innovation Solution
A method and apparatus that activate a secure mode during voice calls to prevent sensitive information from reaching the agent, using a call processor to transmit notifications to an electronic wallet, ensuring secure data exchange through tones or alternative channels, maintaining the voice call, and processing transactions only when the secure mode is activated.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the customer recites sensitive information during a voice call, then the transaction can be completed, but the security is compromised as the agent has full access to the information
Solution Approach 1:
The patent extracts the sensitive information transmission from the voice channel by using DTMF tones that are detected and blocked from reaching the agent. The payment details are transmitted through a separate technical path (DTMF signal path) that does not involve the voice conversation, thereby separating the information transmission from the communication channel where the agent can intercept it.
Solution Approach 2:
The system introduces an intermediary mechanism (DTMF tone detection and blocking system) that mediates between the customer's payment information and the agent. The tones serve as an intermediary carrier that automatically transmits payment details without requiring the agent to hear or record them, and the blocking mechanism ensures the agent cannot access this intermediary channel.
2Reliability
If the customer uses DTMF tones to input payment information, then security is improved by masking tones from the agent, but the system remains vulnerable as tones can still be recorded
Solution Approach 1:
The patent introduces a call processor as an intermediary device that sits between the customer's handset and the agent's system. This intermediary detects DTMF tones, processes them securely, and prevents them from being recorded or transmitted to the agent. The call processor acts as a trusted mediator that enables secure tone-based payment without requiring complex changes to the customer's or agent's equipment.
Solution Approach 2:
The system enables self-service payment processing where the customer's DTMF tones are automatically detected, captured, and processed by the call processor without requiring agent intervention. The payment information is extracted and processed autonomously through automated tone detection and blocking mechanisms, reducing the need for manual handling and minimizing security risks.
3Reliability
If the customer switches to eWallet application to read card details, then security is improved, but usability deteriorates due to the need to move the handset and read segments manually
Solution Approach 1:
The patent replaces the mechanical process of manually reading card segments with an automated electronic tone generation system. Instead of the customer physically moving the handset to read and announce each segment, the system electronically generates and transmits DTMF tones that automatically encode the payment information. This substitution eliminates the cumbersome manual process while maintaining security through automated tone-based transmission.
Solution Approach 2:
The system performs preliminary action by pre-configuring the payment process to use automated DTMF tone transmission. The call processor is pre-set to detect and process payment tones, and the customer's device is prepared to automatically generate these tones when payment is initiated. This preliminary setup eliminates the need for manual intervention during the actual payment moment, improving usability while maintaining security.
4Productivity
If voice payments are processed as cardholder not present transactions, then processing speed is maintained, but fraud risk increases and processing fees are higher
Solution Approach 1:
The call processor serves as a trusted intermediary that verifies and authenticates the cardholder's presence during the voice call. By detecting and securely processing DTMF tones generated by the cardholder's own device, the system creates evidence of cardholder presence and authorization. This intermediary verification mechanism allows the transaction to be processed with cardholder present status, reducing fraud risk and associated fees while maintaining efficient processing speeds.
Solution Approach 2:
The system implements feedback by having the call processor detect and verify DTMF tones in real-time during the voice call. The automatic detection and processing of payment tones provides immediate feedback that the cardholder is present and authorizing the transaction. This real-time verification feedback enables the system to classify the transaction as cardholder present, thereby reducing fraud risk and processing costs while maintaining fast transaction speeds.
Data Source
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AI summary
A method of facilitating a transaction during a voice call between a caller or callee and an agent, for example for a merchant or organisation, the method comprising: activating a secure mode of a call processor adapted to prevent sensitive information relating to the transaction provided by the caller from reaching or being accessible by the agent; transmitting a notification that the secure mode has been activated to an electronic wallet accessible by the caller in which the sensitive information is stored; and processing the transaction in dependence on or using the sensitive information received from the electronic wallet; wherein the notification is transmitted to the electronic wallet via the voice call.