Queue management based on biometric authentication

• US 10,250,599 B1
• Filed: 05/07/2018
• Issued: 04/02/2019
• Est. Priority Date: 05/07/2018
• Status: Active Grant

• Current Assignee: Capital One Financial Corporation, Capital One Services LLC (Capital One Financial Corporation)
• Original Assignee: Capital One Services LLC (Capital One Financial Corporation)
• Inventors: Brown, Jeffrey, Johnson, Clayton
• Primary Examiner(s): Avery, Jeremiah L
• Application Number:
  US15/972,921
• Time in Patent Office: 330 Days
• Field of Search: None
• CPC Class Codes: G06F 21/313 using a call-back technique via a telephone network
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints
• CPC Class Codes: H04L 63/0861 using biometrical features, e.g. fingerprint, retina-scan cryptographic mechanisms or cryptographic arrangements for entity authentication using biological data H04L9/3231

Abstract

A method performed by a user device may include obtaining biometric information relating to a user of the user device using a biometric sensor of the user device; determining that the biometric information is valid; generating a biometric indicator indicating that the biometric information is valid; providing a request for a callback from an entity, wherein the request includes the biometric information indicating that the biometric information is valid; and receiving the callback from the entity, wherein the callback is received based on the biometric information indicating that the biometric information is valid, and wherein the callback is associated with an entity identifier that is not provided to the user.

Claims

1. A method performed by a user device, comprising:

obtaining, by the user device, biometric information relating to a user of the user device using a biometric sensor of the user device;

determining, by the user device, that the biometric information is valid;

generating, by the user device, a biometric indicator indicating that the biometric information is valid;

providing, by the user device, a request for a callback from an entity,

wherein the request includes;

the biometric information indicating that the biometric information is valid, and

data indicating a queue associated with the callback; and

receiving, by the user device, the callback from the entity,

wherein the callback is received based on the biometric information indicating that the biometric information is valid, and

wherein the callback is associated with an entity identifier that is not provided to the user.

2. The method of claim 1, wherein the user device receives the callback from the entity based on a user device identifier that is not provided to the user.

3. The method of claim 2, wherein the user device identifier is configured to change over time.

4. The method of claim 1, wherein the callback is received using a Voice over Internet Protocol connection.

5. The method of claim 1, wherein the entity is associated with a call center.

6. The method of claim 1, wherein the request for the callback includes information identifying a reason for the callback.

7. The method of claim 1, further comprising:

identifying the queue from a plurality of callback queues,

the queue being different from each other callback queue included in the plurality of callback queues.

8. A user device, comprising:

a memory; and

one or more processors operatively coupled to the memory, the memory and the one or more processors configured to;

determine that biometric information, relating to a user of the user device and obtained using a biometric sensor of the user device, is valid;

generate a biometric indicator indicating that the biometric information is valid;

provide a request for a callback from an entity,

wherein the request includes;

the biometric indicator indicating that the biometric information is valid and

data indicating a queue associated with the callback; and

receive the callback from the entity,

wherein the callback is received based on the biometric indicator indicating that the biometric information is valid, and

wherein the callback is associated with an entity identifier that is not provided to the user.

9. The user device of claim 8, wherein the callback is received based on a position of the request in the queue.

10. The user device of claim 8, wherein the user device receives the callback from the entity based on a user device identifier that is not provided to the user.

11. The user device of claim 10, wherein at least one of the user device identifier or the entity identifier is configured to change over time.

12. The user device of claim 10, wherein the user device identifier is determined based on information associated with the user device or the user.

13. The user device of claim 8, wherein the entity is associated with a call center.

14. The user device of claim 8, wherein the one or more processors, when providing the request, are further to:

provide the request to the entity.

15. The user device of claim 8, wherein the biometric information includes visual information, fingerprint information, or voice information.

16. A non-transitory computer-readable medium storing one or more instructions, the one or more instructions comprising:

one or more instructions that, when executed by one or more processors of a user device, cause the one or more processors to;

obtain biometric information relating to a user of the user device using a biometric sensor of the user device;

determine that the biometric information is valid;

generate a biometric indicator indicating that the biometric information is valid;

provide a request for a callback from an entity,

wherein the request is associated with the biometric indicator indicating that the biometric information is valid, and

wherein the request includes data indicating a queue associated with the callback; and

receive the callback from the entity,

wherein the callback is received based on the biometric indicator indicating that the biometric information is valid, and

wherein the callback is associated with an entity identifier that is not provided to the user.

17. The non-transitory computer-readable medium of claim 16, wherein the callback is received without performing further validation or authentication of the user device or the user.

18. The non-transitory computer-readable medium of claim 16, wherein the entity is associated with a customer service call center.

19. The non-transitory computer-readable medium of claim 16, wherein the request indicates a reason for the callback.

20. The non-transitory computer-readable medium of claim 16, wherein the request includes account information for the user with regard to the entity.