Recognizing and authenticating mobile devices based on unique cross-channel bindings

• US 10,149,160 B2
• Filed: 05/11/2016
• Issued: 12/04/2018
• Est. Priority Date: 05/11/2016
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Zhang, Xianhong, Dave, Apeksh M., Votaw, Elizabeth S., Keys, Andrew T., Pender, Mark A.
• Primary Examiner(s): Okeke, Izunna
• Assistant Examiner(s): Huang, Cheng-Feng
• Application Number:
  US15/151,802
• Publication Number:
  US 20170332233A1
• Time in Patent Office: 937 Days
• CPC Class Codes: G06F 21/44 Program or device authentication
• CPC Class Codes: G06F 21/60 Protecting data
• CPC Class Codes: G06F 21/62 Protecting access to data via a platform, e.g. using keys or access control rules
• CPC Class Codes: H04L 63/0876 based on the identity of the terminal or configuration, e.g. MAC address, hardware or software configuration or device fingerprint
• CPC Class Codes: H04L 63/105 Multiple levels of security
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 15/47 Fraud detection or prevention means
• CPC Class Codes: H04M 15/8235 Access based
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 12/08 Access security
• CPC Class Codes: H04W 4/24 Accounting or billing

Abstract

Aspects of the disclosure relate to recognizing and authenticating mobile devices based on unique cross-channel bindings. In some embodiments, a computing platform may receive, from a telephone agent support computer system, call information associated with a telephone call. Subsequently, the computing platform may identify a source device that placed the telephone call, based on binding information maintained by the computing platform for the source device. Based on identifying the source device that placed the telephone call, the computing platform may load user information associated with a user account linked to the source device. Next, the computing platform may set one or more authentication flags for the user account based on the binding information. Then, the computing platform may send, to the telephone agent support computer system, the user information and authentication information based on the one or more authentication flags set for the user account linked to the source device.

Claims

1. A computing platform comprising:

at least one processor;

a communication interface communicatively coupled to the at least one processor; and

memory storing computer-readable instructions that, when executed by the at least one processor, cause the computing platform to;

receive, via the communication interface, and from a telephone agent support computer system associated with a telephone agent channel, call information associated with a telephone call received by the telephone agent support computer system associated with the telephone agent channel;

identify a source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel, based on binding information maintained by the computing platform for the source device;

based on identifying the source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel, load user information associated with a user account linked to the source device, wherein the user information associated with the user account linked to the source device comprises information identifying an online banking user account associated with an online banking channel of a financial institution, and wherein the telephone agent channel corresponds to a telephone support channel of the financial institution;

set one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device, wherein setting the one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device comprises setting the one or more authentication flags for the user account linked to the source device based on authentication history information maintained for the source device, wherein the authentication history information maintained for the source device identifies a number of successful authentications of the source device on one or more channels of the financial institution, and wherein the one or more authentication flags for the user account linked to the source device are set to provide a level of access corresponding to the number of successful authentications of the source device on the one or more channels of the financial institution;

send, via the communication interface, and to the telephone agent support computer system associated with the telephone agent channel, the user information associated with the user account linked to the source device;

send, via the communication interface, and to the telephone agent support computer system associated with the telephone agent channel, authentication information based on the one or more authentication flags set for the user account linked to the source device, wherein sending the authentication information to the telephone agent support computer system associated with the telephone agent channel causes the telephone agent support computer system associated with the telephone agent channel to present a graphical user interface notifying a user of the telephone agent support computer system associated with the telephone agent channel of the level of access corresponding to the one or more authentication flags set for the user account linked to the source device; and

after sending the authentication information to the telephone agent support computer system associated with the telephone agent channel, update the authentication history information maintained for the source device.

2. The computing platform of claim 1, wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, cause the computing platform to:

prior to receiving the call information associated with the telephone call from the telephone agent support computer system;

receive, via the communication interface, and from the source device, an authentication request;

based on receiving the authentication request from the source device, generate one or more authentication prompts for the source device;

provide the one or more authentication prompts to the source device;

validate one or more responses to the one or more authentication prompts provided to the source device; and

based on validating the one or more responses to the one or more authentication prompts provided to the source device, provide the source device with access to user account information.

3. The computing platform of claim 2, wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, cause the computing platform to:

prior to receiving the call information associated with the telephone call from the telephone agent support computer system, and after providing the source device with access to user account information;

generate a probe request for the source device;

send, via the communication interface, and to a device monitoring and management computer system, the probe request generated for the source device;

receive, via the communication interface, and from the device monitoring and management computer system, device information for the source device; and

bind the device information for the source device to the user account to link the source device to the user account.

4. The computing platform of claim 3, wherein binding the device information for the source device to the user account to link the source device to the user account comprises:

creating the binding information maintained by the computing platform for the source device based on the device information for the source device received from the device monitoring and management computer system.

5. The computing platform of claim 1, wherein the binding information maintained by the computing platform for the source device comprises a unique device identifier for the source device.

6. The computing platform of claim 5, wherein the binding information maintained by the computing platform for the source device comprises account profile information linking the unique device identifier for the source device to the user account.

7. The computing platform of claim 5, wherein the unique device identifier for the source device is derived by a device monitoring and management computer system based on one or more attributes of the source device.

8. The computing platform of claim 5, wherein the binding information maintained by the computing platform for the source device comprises a telephone number assigned to the source device.

9. The computing platform of claim 1, wherein identifying the source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel comprises:

matching a telephone number associated with the telephone call received by the telephone agent support computer system to a telephone number associated with a unique device identifier of the source device included in the binding information maintained by the computing platform for the source device.

10. The computing platform of claim 1, wherein sending the user information associated with the user account linked to the source device to the telephone agent support computer system comprises:

sending, to the telephone agent support computer system, customer name information associated with the user account linked to the source device, customer account information associated with the user account linked to the source device, and transaction history information associated with the user account linked to the source device.

11. The computing platform of claim 1, wherein setting the one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device comprises:

setting a first authentication flag allowing a first level of access to the user account based on a device authentication score associated with the source device being below a first threshold;

setting a second authentication flag allowing a second level of access to the user account based on the device authentication score associated with the source device being at or above the first threshold and below a second threshold; and

setting a third authentication flag allowing a third level of access to the user account based on the device authentication score associated with the source device being at or above the second threshold.

12. A method comprising:

at a computing platform comprising at least one processor, memory, and a communication interface;

receiving, by the at least one processor, via the communication interface, and from a telephone agent support computer system associated with a telephone agent channel, call information associated with a telephone call received by the telephone agent support computer system associated with the telephone agent channel;

identifying, by the at least one processor, a source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel, based on binding information maintained by the computing platform for the source device;

based on identifying the source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel, loading, by the at least one processor, user information associated with a user account linked to the source device, wherein the user information associated with the user account linked to the source device comprises information identifying an online banking user account associated with an online banking channel of a financial institution, and wherein the telephone agent channel corresponds to a telephone support channel of the financial institution;

setting, by the at least one processor, one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device, wherein setting the one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device comprises setting the one or more authentication flags for the user account linked to the source device based on authentication history information maintained for the source device, wherein the authentication history information maintained for the source device identifies a number of successful authentications of the source device on one or more channels of the financial institution, and wherein the one or more authentication flags for the user account linked to the source device are set to provide a level of access corresponding to the number of successful authentications of the source device on the one or more channels of the financial institution;

sending, by the at least one processor, via the communication interface, and to the telephone agent support computer system associated with the telephone agent channel, the user information associated with the user account linked to the source device;

sending, by the at least one processor, via the communication interface, and to the telephone agent support computer system associated with the telephone agent channel, authentication information based on the one or more authentication flags set for the user account linked to the source device, wherein sending the authentication information to the telephone agent support computer system associated with the telephone agent channel causes the telephone agent support computer system associated with the telephone agent channel to present a graphical user interface notifying a user of the telephone agent support computer system associated with the telephone agent channel of the level of access corresponding to the one or more authentication flags set for the user account linked to the source device; and

after sending the authentication information to the telephone agent support computer system associated with the telephone agent channel, updating, by the at least one processor, the authentication history information maintained for the source device.

13. The method of claim 12, further comprising:

prior to receiving the call information associated with the telephone call from the telephone agent support computer system;

receiving, by the at least one processor, via the communication interface, and from the source device, an authentication request;

based on receiving the authentication request from the source device, generating, by the at least one processor, one or more authentication prompts for the source device;

providing, by the at least one processor, the one or more authentication prompts to the source device;

validating, by the at least one processor, one or more responses to the one or more authentication prompts provided to the source device; and

based on validating the one or more responses to the one or more authentication prompts provided to the source device, providing, by the at least one processor, the source device with access to user account information.

14. The method of claim 13, further comprising:

prior to receiving the call information associated with the telephone call from the telephone agent support computer system, and after providing the source device with access to user account information;

generating, by the at least one processor, a probe request for the source device;

sending, by the at least one processor, via the communication interface, and to a device monitoring and management computer system, the probe request generated for the source device;

receiving, by the at least one processor, via the communication interface, and from the device monitoring and management computer system, device information for the source device; and

binding, by the at least one processor, the device information for the source device to the user account to link the source device to the user account.

15. The method of claim 14, wherein binding the device information for the source device to the user account to link the source device to the user account comprises:

creating the binding information maintained by the computing platform for the source device based on the device information for the source device received from the device monitoring and management computer system.

16. The method of claim 12, wherein the binding information maintained by the computing platform for the source device comprises a unique device identifier for the source device.

17. The method of claim 16, wherein the binding information maintained by the computing platform for the source device comprises account profile information linking the unique device identifier for the source device to the user account.

18. The method of claim 16, wherein the unique device identifier for the source device is derived by a device monitoring and management computer system based on one or more attributes of the source device.

19. The method of claim 16, wherein the binding information maintained by the computing platform for the source device comprises a telephone number assigned to the source device.

20. One or more non-transitory computer-readable media storing instructions that, when executed by a computing platform comprising at least one processor, memory, and a communication interface, cause the computing platform to:

receive, via the communication interface, and from a telephone agent support computer system associated with a telephone agent channel, call information associated with a telephone call received by the telephone agent support computer system associated with the telephone agent channel;

identify a source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel, based on binding information maintained by the computing platform for the source device;

based on identifying the source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel, load user information associated with a user account linked to the source device, wherein the user information associated with the user account linked to the source device comprises information identifying an online banking user account associated with an online banking channel of a financial institution, and wherein the telephone agent channel corresponds to a telephone support channel of the financial institution;

set one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device, wherein setting the one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device comprises setting the one or more authentication flags for the user account linked to the source device based on authentication history information maintained for the source device, wherein the authentication history information maintained for the source device identifies a number of successful authentications of the source device on one or more channels of the financial institution, and wherein the one or more authentication flags for the user account linked to the source device are set to provide a level of access corresponding to the number of successful authentications of the source device on the one or more channels of the financial institution;

send, via the communication interface, and to the telephone agent support computer system associated with the telephone agent channel, the user information associated with the user account linked to the source device;

send, via the communication interface, and to the telephone agent support computer system associated with the telephone agent channel, authentication information based on the one or more authentication flags set for the user account linked to the source device, wherein sending the authentication information to the telephone agent support computer system associated with the telephone agent channel causes the telephone agent support computer system associated with the telephone agent channel to present a graphical user interface notifying a user of the telephone agent support computer system associated with the telephone agent channel of the level of access corresponding to the one or more authentication flags set for the user account linked to the source device; and

after sending the authentication information to the telephone agent support computer system associated with the telephone agent channel, update the authentication history information maintained for the source device.