System and method for identity authentication

• US 10,313,341 B2
• Filed: 04/03/2018
• Issued: 06/04/2019
• Est. Priority Date: 05/11/2015
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Stoops, Daniel, Kraeulter, James, Bell, Cliff
• Primary Examiner(s): Zarrineh, Shahriar
• Application Number:
  US15/944,621
• Publication Number:
  US 20180227289A1
• Time in Patent Office: 427 Days
• Field of Search: 726 1
• CPC Class Codes: H04L 2463/082 applying multi-factor authentication
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• 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
• CPC Class Codes: H04W 12/065 Continuous authentication

Abstract

A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.

Claims

1. A system, comprising:

a switch configured to receive a plurality of communications for routing to one or more contact center resources;

a processor coupled to the switch; and

a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

access a rule set and receive, at an orchestration server operating as part of a contact center system, a first set of authentication factors, from a source, based on the rule set;

request a first decision on authentication from a rules engine based on the first set of authentication factors and the rule set;

receive, by the orchestration server, the first decision on authentication based on the received first set of authentication factors and a rules set;

update the rule set, by the orchestration server, based on the first decision on authentication to generate an updated rule set;

receive, at the orchestration server, a second set of authentication factors based on the updated rule set;

transmit, to the rules engine from the orchestration server, the second set of authentication factors and request a second decision on authentication from the rules engine based on the second set of authentication factors and the updated rule set;

receive, by the orchestration server, the second decision on authentication based on the second set of authentication factors and the updated rules set;

determine facial and voice authentication is not possible based on background noise or camera capabilities of a device operated by a user;

transmit a signal to the device operated by the user to offer a connection with a contact center agent station;

transmit a signal to the switch for routing a communication between the device operated by the user and a contact center agent station based on the first and second decisions on authentication and the determination that the facial and voice authentication is not possible; and

receive a signal from the contact center agent station or a third party indicating a verification of where the communication is originating from based on background noise information for fraud detection during the communication.

2. The system of claim 1, where the authentication factors include at least one of a PIN, a touch identification, a voice biometric, a facial recognition, a social security number, and OAuth decision.

3. The system of claim 1, wherein the instructions further cause the processor to receive the authentication factors from at least one of a mobile device and an enterprise server.

4. The system of claim 1, wherein the instructions further cause the processor to receive, from an interactive voice response server, a voice biometric authentication factor.

5. The system of claim 4, wherein the instructions further cause the processor to initiate automated contact to obtain additional authentication factors.

6. The system of claim 1, wherein the instructions further cause the processor to transmit an authentication signal to an agent station, where the agent station is not involved during the authentication.

7. The system of claim 1, where authentication comprises a minimum number N of authentication factors out of M available choices being met.

8. The system of claim 1, where the decision on authentication is displayed as a score.

9. The system of claim 1, wherein the instructions further cause the processor to grant a limited right if the authentication is partially passed.

10. A method, comprising:

receiving, by a processor, a first authentication factor from a first source based on a rule set;

receiving, by the processor, a second authentication factor from a second source;

requesting, by the processor, a first decision on authentication based on the first authentication factor and the second authentication factor;

updating, by the processor, the rule set based on the first decision on authentication to generate an updated rule set;

receiving, by the processor, an updated authentication factor from the first source based on the updated rule set;

receiving, by the processor from an interactive voice response server, a voice biometric authentication factor;

receiving, by the processor, an updated authentication factor from the second source based on the updated rule set;

requesting, by the processor, a second decision on authentication based on the updated authentication factors from the first and second sources;

providing, by the processor, an access right based on the first and second decisions on authentication;

determining, by the processor, facial and voice authentication is not possible based on background noise or camera capabilities of a device operated by a user;

transmitting, by the processor, a signal to the device operated by the user to offer a connection with a contact center agent station;

transmitting, by the processor, a signal to a switch for routing a communication between the device operated by the user and a contact center agent station based on the first and second decisions on authentication and the access right and the determination that the facial and voice authentication is not possible; and

receiving, by the processor, a signal from the contact center agent station or a third party indicating a verification of where the communication is originating from based on background noise information for fraud detection during the communication.

11. The method of claim 10, where the first authentication factor and the second authentication factor include at least one of a PIN, a touch identification, a voice biometric, a facial recognition, a social security number, and OAuth decision.

12. The method of claim 10, further comprising:

determining, by the processor, whether or not an environment of the first source is outdoors, and

in response to determining the environment of the first source is not outdoors, requesting, by the processor, a facial recognition authentication factor.

13. The method of claim 10, further comprising

determining, by the processor whether or not an environment of the first source is noisy;

and

in response to determining the environment of the first source is not noisy, requesting, by the processor, a voice biometric authentication factor.

14. The method of claim 10, further comprising:

determining, by the processor, whether or not the first source provides fingerprint identification, and

in response to determining the first source provides fingerprint identification, requesting, by the processor, a fingerprint identification authentication factor.

15. The method of claim 10, where an agent station is not involved during the authentication.

16. The method of claim 10, where authentication comprises meeting a minimum number N of authentication factors out of M choices.

17. The method of claim 10, further comprising displaying, by the processor, the decision on authentication as a score.

18. The method of claim 10, further comprising granting, by the processor, a limited right if the authentication is partially passed.

19. A contact center, comprising:

a switch configured to receive a plurality of communications for routing to one or more contact center resources;

a processor coupled to the switch; and

a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

access a rule set and receive, at an orchestration server, a first set of authentication factors based on the rule set, wherein the first set of authentication factors comprises a voice biometric authentication factor from an interactive voice response server;

transmit, to a rules engine, the first set of authentication factors and request a first decision on authentication from the rules engine;

receive, from the rules engine, the first decision on authentication based on the received first set of authentication factors and the rules set;

update the rule set, by the orchestration server, based on the first decision on authentication to generate an updated rule set;

receive, from the interactive voice response server, a voice biometric authentication factor;

receive, at the orchestration server, a second set of authentication factors based on the updated rule set wherein the second set of authentication factors comprises of the voice biometric authentication factor;

receive, by the orchestration server, a second decision on authentication to the orchestration server based on the second set of authentication factors and the updated rules set;

determine facial and voice authentication is not possible based on background noise or camera capabilities of a device operated by a user;

transmit a signal to the device operated by the user to offer a connection with a contact center agent station;

transmit a signal to the switch for routing a communication between the device operated by the user and a contact center agent station based on the first and second decisions on authentication and the determination that the facial and voice authentication is not possible; and

receive a signal from the contact center agent station or a third party indicating a verification of where the communication is originating from based on background noise information for fraud detection during the communication.

20. The contact center of claim 19, where the authentication factors include at least two of a PIN, a touch identification, a voice biometric, a facial recognition, a social security number, and OAuth decision.