Systems and methods for authenticating a caller

• US 10,142,464 B1
• Filed: 11/13/2015
• Issued: 11/27/2018
• Est. Priority Date: 11/14/2014
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Cairns, Michael Justin, Lilley, David Alexander, Pace, Jr., Robert Bruno, Harris, John Raymond, Leonard, Joshua Samuel, Fujimoto, Yuibi, Fielder, Kevin Kenneth, Lester, Michael W.
• Primary Examiner(s): Patel, Hemant
• Application Number:
  US14/940,998
• Time in Patent Office: 1,110 Days
• Field of Search: 379 671- 8828, 37920101, 4554121-4261
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/158 Call-type dependent routing route determination based on the nature of the carried application in packet switching networks H04L45/306
• CPC Class Codes: H04M 2203/351 Pre or post-call/conference information service
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4365 based on information specified by the calling party, e.g. priority or subject
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 8/18 Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data
• CPC Class Codes: H04W 80/12 Application layer protocols, e.g. WAP [Wireless Application Protocol]

Abstract

Methods and systems described in this disclosure receive a call from a caller, generate a first session through a first channel associated with the caller when the call is received and then send a request for authentication credentials to a device associated with the caller. In some embodiments, sending the request for authentication credentials generates a second session through a second channel associated with the caller. The caller can be authenticated to the first session using communication received during the second session through the second channel.

Claims

1. A method of authenticating a caller comprising:

receiving a call from a device associated with a caller;

in response to receiving the call, beginning a first session through a first channel associated with the caller;

determining an identity of the caller based at least in part on characteristics of the device;

determining whether a qualified device is associated with the caller;

in response to the qualified device being associated with the caller, sending, via a communications network, a request for authentication credentials in a push notification to the qualified device, wherein the push notification is linked to an authentication tab in a mobile application;

in response to sending the push notification, beginning a second session though a second channel associated with the caller;

sending a first portion of a code through the second channel;

sending a second portion of the code through a third channel, wherein the authentication credentials comprise the first portion of the code and the second portion of the code; and

authenticating the caller to the call in response to the authentication credentials being received and verified using communication received during the second session through the second channel to authenticate the caller to the first session.

2. The method of claim 1, wherein the device and the qualified device are the same device.

3. The method of claim 1, wherein when the authentication credentials are not received, the method further comprises sending a push notification to the qualified device requesting a confirmation that the call was authorized.

4. The method of claim 1, wherein authenticating the caller to the call when the authentication credentials are received and verified comprises receiving and verifying biometric information or a personal identification number through the mobile application.

5. The method of claim 1, wherein the first portion of the code and the second portion of the code are the authentication credentials.

6. The method of claim 1, wherein in response to no qualified device being associated with the caller, sending the request for authentication credentials in a text message to a secondary device associated with the caller.

7. The method of claim 6, wherein the text message includes the code, wherein the method further comprises authenticating the caller to the call when the caller reads the code to a representative or an interactive voice response system.

8. The method of claim 6, wherein the text message includes a link to a login webpage, wherein the method further comprises authenticating the caller to the call when the caller successfully logs in on the login webpage.

9. The method of claim 1, wherein a qualified device includes a device that has been registered for a predetermined period of time and that has downloaded the mobile application.

10. The method of claim 1, wherein the authentication credentials include an image of the code displayed via a website.

11. A non-transitory computer-readable storage medium comprising a set of instructions that, when executed by one or more processors, cause a machine to:

receive a call from a device associated with a caller;

in response to receiving the call, begin a first session through a first channel associated with the caller;

determine an identity of the caller based at least in part on characteristics of the device;

determine whether a qualified device is associated with the caller;

in response to the qualified device being associated with the caller, send, via a communications network, a request for authentication credentials in a push notification to the qualified device;

in response to sending the push notification, begin a second session though a second channel associated with the caller;

send a first portion of a code through the second channel;

send a second portion of the code through a third channel, wherein the authentication credentials comprise the first portion of the code and the second portion of the code; and

in response to receiving and verifying the authentication credentials, authenticate the caller to the call.

12. The non-transitory computer-readable storage medium of claim 11, wherein the device and the qualified device are the same device.

13. The non-transitory computer-readable storage medium of claim 11, wherein in response to the authentication credentials not being received, the set of instructions, when executed by the one or more processors, further cause the machine to send a push notification to the qualified device requesting a confirmation that the call was authorized.

14. The non-transitory computer-readable storage medium of claim 11, wherein the set of instructions, that when executed by the one or more processors, cause the machine to authenticate the caller to the call in response to the authentication credentials being received and verified further cause the machine to receive and verify biometric information or a personal identification number through a mobile application, wherein the push notification is linked to an authentication tab in the mobile application.

15. The non-transitory computer-readable storage medium of claim 11, wherein the first portion of the code and the second portion of the code are the authentication credentials.

16. The non-transitory computer-readable storage medium of claim 11, wherein in response to no qualified device being associated with the caller, the set of instructions, when executed by the one or more processors, cause the machine to send the request for authentication credentials in a text message to a secondary device associated with the caller.

17. The non-transitory computer-readable storage medium of claim 16, wherein the text message includes the code, wherein the set of instructions, when executed by the one or more processors, further cause the machine to authenticate the caller to the call when the caller reads the code to a representative or an interactive voice response system.

18. An authentication system comprising:

one or more processors; and

a computer readable storage medium having instructions stored thereon, which when executed by the one or more processors cause the authentication system to;

receive a call from a device associated with a caller;

in response to receiving the call, begin a first session through a first channel associated with the caller;

determine an identity of the caller based at least in part on characteristics of the device;

determine whether a qualified device is associated with the caller;

in response to the qualified device being associated with the caller, send, via a communications network, a request for authentication credentials in a push notification to the qualified device;

in response to sending the push notification, begin a second session though a second channel associated with the caller;

send a first portion of a code through the second channel;

send a second portion of the code through a third channel, wherein the authentication credentials comprise the first portion of the code and the second portion of the code; and

in response to receiving and verifying the authentication credentials, authenticate the caller to the call.

19. The authentication system of claim 18, wherein the device and the qualified device are the same device.

20. The authentication system of claim 18, wherein in response to the authentication credentials not being received, the instructions, when executed by the one or more processors, further cause the authentication system to send a push notification to the qualified device requesting a confirmation that the call was authorized.