Selection of robot operation mode from determined compliance with a security criteria

• US 10,410,007 B2
• Filed: 03/31/2016
• Issued: 09/10/2019
• Est. Priority Date: 08/31/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Erhart, George, Skiba, David, Matula, Valentine C.
• Primary Examiner(s): Sholeman, Abu S
• Application Number:
  US15/086,424
• Publication Number:
  US 20170286708A1
• Time in Patent Office: 1,258 Days
• Field of Search: 726 1, 726 24, 726 25
• CPC Class Codes: G06F 21/56 Computer malware detection or handling, e.g. anti-virus arrangements
• CPC Class Codes: G06F 21/57 Certifying or maintaining trusted computer platforms, e.g. secure boots or power-downs, version controls, system software checks, secure updates or assessing vulnerabilities
• CPC Class Codes: G06F 21/6218 to a system of files or objects, e.g. local or distributed file system or database
• CPC Class Codes: Y10S 901/50 Miscellaneous

Abstract

A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.

Claims

1. A system, comprising:

a network interface;

a data repository;

a microprocessor in communication with the network interface and provided with instructions to cause the microprocessor to;

communicate with a robot configured to perform a customer service task at a service location, wherein the customer service task comprises a physical action within the service location;

access a security criteria from the data repository;

determine whether the robot is in compliance with the security criteria; and

operate the robot to perform the customer service task in a secure mode, when the determination indicates that the robot is in compliance with the security criteria, and operate the robot in a non-secure mode, when the determination indicates that the robot is not in compliance with the security criteria.

2. The system of claim 1, wherein, the security criteria a trusted anti-virus software application being executed by the robot.

3. The system of claim 1, wherein, the security criteria comprises a security audit.

4. The system of claim 1, wherein, the operation of the robot in the non-secure mode comprises restricting an area of travel of the robot.

5. The system of claim 1, wherein, the security criteria comprises a trusted cleaning cycle whereby sensitive data is purged from the robot.

6. The system of claim 1, wherein the security criteria comprises a prohibition of the robot transmitting a signal not associated with the performance of the customer service task.

7. The system of claim 1, wherein the non-secure mode comprises a shut-down of the robot.

8. The system of claim 1, wherein the security criteria comprises blocking the robot from gathering data not required for the performance of the customer service task.

9. The system of claim 8, wherein the blocking disables a component of the robot operable to gather the data not required for the performance of the customer service task.

10. The system of claim 1, wherein the microprocessor comprises a portion of a customer communication device operated by a user at the service location.

11. A robot, comprising:

a network interface;

a microprocessor in communication with the network interface and provided with instructions to cause the microprocessor to;

access a security criteria from a data repository;

determine whether the robot is in compliance with the security criteria;

operate the robot in a secure mode to perform a customer service task in a service location, when the determination indicates that the robot is in compliance with the security criteria, wherein the customer service task comprises a physical action within the service location; and

operate the robot to perform the customer service task; and

wherein the operation of the robot is in a non-secure mode, when the determination indicates that the robot is not in compliance with the security criteria.

12. The robot of claim 11, wherein the security criteria comprises a signal from a contact center indicating compliance with a security criteria of the contact center.

13. The robot of claim 11, wherein the microprocessor, while the robot is performing the customer service task, determines the robot is not in compliance with the security criteria, disables at least one component of the robot.

14. The robot of claim 11, wherein the security criteria is provided by a signal from a communication device associated with a user at the service location.

15. The robot of claim 11, wherein the non-secure mode comprises the blocking of a component, blocking of an operation, blocking of a communication, limiting a speed of a component of the robot, limiting a force applied by a component of the robot, or limiting a location accessible to the robot.

16. A system, comprising:

means to access, by at least one microprocessor, a security criteria from a data repository;

means to determine, by the at least one microprocessor, whether a robot is in compliance with the security criteria;

means to operate, by the at least one microprocessor, the robot to perform the customer service task; and

wherein the means to operate the robot to perform the customer service task comprise a secure mode, when the means to perform the determination determines that the robot is in compliance with the security criteria; and

wherein the means to operate the robot to perform the customer service task comprise a non-secure mode, when the means to perform the determination determines that the robot is not in compliance with the security criteria.

17. The system of claim 16, wherein the security criteria comprises a signal from a contact center indicating compliance with a security criteria of the contact center.

18. The system of claim 16, further comprising, means to disable at least one component of the robot, by the microprocessor, upon determining that the robot, while engaged in the customer service task, is not in compliance with the security criteria.

19. The system of claim 16, wherein the security criteria is provided by a signal from a communication device associated with a user at the service location.

20. The system of claim 16, wherein the means to operate the robot in the non-secure mode comprise limiting at least one operational feature of the robot.