Systems and methods for customer authentication and determination of relevant services

• US 10,423,956 B1
• Filed: 01/03/2018
• Issued: 09/24/2019
• Est. Priority Date: 09/16/2014
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Lindley, Jason W., Griffin, Jr., Donald H.
• Primary Examiner(s): Nguyen, Quynh H
• Application Number:
  US15/861,337
• Time in Patent Office: 629 Days
• Field of Search: 37926501, 37926601, 379309
• CPC Class Codes: G06Q 20/4014 Identity check for transactions
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A computer-implemented method and system for authenticating identification of a customer during interaction with a company representative. Data is received and stored relating to the customer at a computer. The data includes one or more identification attributes associated with the customer and one or more authentication data attributes associated with the customer. An interaction is commenced between the customer and the company representative. Captured is one or more identification attributes and authentication data attributes relating to customer from the interaction between the customer and the company representative. The customer is identified by matching a captured identification attribute with a stored identification attribute. The customer is authenticated by matching a captured authentication data attribute with a like stored authentication data attribute associated with the identified customer.

Claims

1. A computer-implemented method for enhanced authentication of interactions, the method being executed by one or more processors and comprising:

commencing a first interaction between a customer and a customer service representative, the first interaction being through a network connection between a customer computer of the customer and a customer service representative computer of the customer service representative;

capturing first authentication data that is transmitted over the network connection during the first interaction;

commencing a second interaction between the customer and the customer service representative through the network connection;

capturing second authentication data that is transmitted over the network connection during the second interaction;

performing enhanced authentication of the customer without interrupting the second interaction by comparing the first authentication data and the second authentication data;

during the second interaction, identifying a personal event related to the customer;

determining at least one product or service for purchase based on the personal event; and

displaying the at least one product or service on a display of the customer service representative computer.

2. The computer-implemented method of claim 1 further comprising:

determining local events based upon an address of the customer; and

displaying the local events on the display of the customer service representative computer.

3. The computer-implemented method of claim 1, wherein the first and second interactions are telephonic interactions, and wherein the first and second authentication data used to perform the enhanced authentication of the customer each comprise a voice sample of the customer.

4. The computer-implemented method of claim 1, wherein the first and second authentication data used to perform the enhanced authentication of the customer each comprise an identification number associated with the customer.

5. The computer-implemented method of claim 1, wherein the first and second authentication data used to perform the enhanced authentication of the customer each comprise hardware specific data related to a mobile device associated with the customer.

6. The computer-implemented method of claim 1, wherein the first and second authentication data used to perform the enhanced authentication of the customer comprises a Media Access Control (MAC) address associated with the customer.

7. The computer-implemented method of claim 1, wherein performing enhanced authentication of the customer without interrupting the second interaction by comparing the first and second authentication data includes attempting a plurality of authentication techniques to authenticate the customer until the customer is authenticated or the authentication techniques have been exhausted.

8. The computer-implemented method of claim 7, wherein the authentication techniques are ordered based on a priority, and wherein each of the authentication techniques are attempted for a predetermined number of repeat attempts before attempting the next authentication technique or all of the authentication techniques have been exhausted.

9. The computer-implemented method of claim 7, wherein the first and second interactions are on-line chat interactions.

10. The computer-implemented method of claim 7, wherein the customer is a current, past, or potential customer.

11. One or more non-transitory computer-readable storage media coupled to one or more processors and having instructions stored thereon which, when executed by the one or more processors, cause the one or more processors to perform operations for enhanced authentication of interactions, the operations comprising:

commencing a first interaction between a customer and a customer service representative, the first interaction being through a network connection between a customer computer of the customer and a customer service representative computer of the customer service representative;

capturing first authentication data that is transmitted over the network connection during the first interaction;

commencing a second interaction between the customer and the customer service representative through the network connection;

capturing second authentication data that is transmitted over the network connection during the second interaction;

performing enhanced authentication of the customer without interrupting the second interaction by comparing the first authentication data and the second authentication data;

during the second interaction, identifying a personal event related to the customer;

determining at least one product or service for purchase based on the personal event; and

displaying the at least one product or service on a display of the customer service representative computer.

12. The one or more non-transitory computer-readable storage media of claim 11, wherein the operations further comprise:

determining local events based upon an address of the customer; and

displaying the local events on the display of the customer service representative computer.

13. The one or more non-transitory computer-readable storage media of claim 11, wherein performing enhanced authentication of the customer without interrupting the second interaction by comparing the first and second authentication data includes attempting a plurality of authentication techniques to authenticate the customer until the customer is authenticated or the authentication techniques have been exhausted.

14. The one or more non-transitory computer-readable storage media of claim 13, wherein the authentication techniques are ordered based on a priority, and wherein each of the authentication techniques are attempted for a predetermined number of repeat attempts before attempting the next authentication technique or all of the authentication techniques have been exhausted.

15. The one or more non-transitory computer-readable storage media of claim 14, wherein the authentication techniques include authentication based on at least one of a voice sample of the customer, a caller identification number associated with the customer, hardware-specific data related to a mobile device associated with the customer, or a Media Access Control (MAC) address associated with the customer.

16. A system, comprising:

one or more processors; and

a non-transitory computer-readable storage device coupled to the one or more processors and having instructions stored thereon which, when executed by the one or more processors, cause the one or more processors to perform operations comprising;

commencing a first interaction between a customer and a customer service representative, the first interaction being through a network connection between a customer computer of the customer and a customer service representative computer of the customer service representative;

capturing first authentication data that is transmitted over the network connection during the first interaction;

commencing a second interaction between the customer and the customer service representative through the network connection;

capturing second authentication data that is transmitted over the network connection during the second interaction;

performing enhanced authentication of the customer without interrupting the second interaction by comparing the first authentication data and the second authentication data;

during the second interaction, identifying a personal event related to the customer;

determining at least one product or service for purchase based on the personal event;

and displaying the at least one product or service on a display of the customer service representative computer.

17. The system of claim 16, wherein the operations further comprise:

determining local events based upon an address of the customer; and

displaying the local events on the display of the customer service representative computer.

18. The system of claim 16, wherein the first and second interactions are telephonic interactions, and wherein the first and second authentication data used to perform the enhanced authentication of the customer each comprise a voice sample of the customer.

19. The system of claim 16, wherein performing enhanced authentication of the customer without interrupting the second interaction by comparing the first and second authentication data includes attempting a plurality of authentication techniques to authenticate the customer until the customer is authenticated or the authentication techniques have been exhausted.

20. The system of claim 19, wherein the authentication techniques include authentication based on at least one of a voice sample of the customer, a caller identification number associated with the customer, hardware-specific data related to a mobile device associated with the customer, or a Media Access Control (MAC) address associated with the customer.