Computer-implemented system and method for protecting sensitive information within a call center in real time

• US 10,469,663 B2
• Filed: 03/24/2015
• Issued: 11/05/2019
• Est. Priority Date: 03/25/2014
• Status: Active Grant

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Milstein, David, Odinak, Gilad, Lee, Howard M.
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US14/667,603
• Publication Number:
  US 20150281446A1
• Time in Patent Office: 1,687 Days
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

A computer-implemented system and method for protecting sensitive information within a call center in real time is provided. A call from a caller is received within a call center. The call is assigned to an agent and a determination is made as to when the caller is to provide sensitive information. The user is transferred to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent. The caller is returned to the agent upon providing the sensitive information. A notification regarding a status of the sensitive information is sent and the call is terminated.

Claims

1. A computer-implemented system for protecting sensitive information within a call center in real time, comprising:

a computer readable storage medium storing executable code;

a central processing unit in communication with the computer readable storage medium, wherein the central processing unit when executing the executable code;

receives a call from a caller;

assigns the call to an agent;

receives non-sensitive information from the caller entered via a user interface by the agent;

transfers the caller to an automated voice response system to which sensitive information is provided;

places the agent on hold while the caller is transferred to the automated voice response system;

maintains the call while the agent is on hold;

provides a status of the sensitive information to the agent;

transfers the caller to the agent, wherein the agent provides the caller with the status of the sensitive information;

automatically populates at least one field within the user interface based on the status of the sensitive information; and

terminates the call.

2. A system according to claim 1, further comprising:

a database to store the sensitive information.

3. A system according to claim 2, wherein the central processing unit when executing the executable code:

accesses the sensitive information from the database upon request from an authorized user.

4. A system according to claim 1, wherein the central processing unit when executing the executable code:

identifies when the caller is about to provide the sensitive information based on one of instructions from the agent, instructions from the caller, or call content.

5. A system according to claim 1, wherein the central processing unit when executing the executable code:

provides the agent with a script;

identifies when the caller is about to provide the sensitive information based on a marker located in the script; and

initiates a connection between the caller and the automated voice response system when the marker is identified.

6. A system according to claim 1, wherein the central processing unit when executing the executable code:

monitors actions of the agent within the user interface and identifies those actions that indicate the agent will request sensitive information from the caller; and

initiates a connection between the caller and the automated voice response system based on those actions.

7. A system according to claim 6, wherein the actions comprise at least one of a movement of a pointer device towards a data field for the sensitive information, activation of the data field, or movement of a pointer device within the data field.

15. A system according to claim 1, wherein the central processing unit when executing the executable code:

receives from the caller instructions to transfer the caller to the automated voice response system during the call via one of voice instructions from the caller or a selection of a button by the caller.

8. A computer-implemented method for protecting sensitive information within a call center in real time, comprising:

receiving, by a central processing unit, a call from a caller;

assigning, by the central processing unit, the call to an agent;

receiving, by the central processing unit, via a user interface non sensitive information from the caller and entered in the user interface by the agent;

transferring, by the central processing unit, the caller to the automated voice response system to which sensitive information is provided;

placing, by the central processing unit, the agent on hold while the caller is transferred to the automated voice response system;

maintaining, by the central processing unit, the call while the agent is on hold;

providing, by the central processing unit, a status of the sensitive information to the agent;

transferring, by the central processing unit, the caller to the agent, wherein the agent provides the caller with the status of the sensitive information;

automatically populating, by the central processing unit, at least one field within the user interface based on the status of the sensitive information; and

terminating, by the central processing unit, the call.

9. A method according to claim 8, further comprising:

storing, by the central processing unit, the sensitive information in a database.

10. A method according to claim 8, further comprising:

accessing, by the central processing unit, the sensitive information from the database upon request from an authorized user.

11. A method according to claim 8, further comprising:

identifying, by the central processing unit, when the caller is about to provide the sensitive information based on one of instructions from the agent, instructions from the caller, or call content.

12. A method according to claim 8, further comprising:

providing, by the central processing unit, the agent with a script;

identifying, by the central processing unit, when the caller is about to provide the sensitive information based on a marker located in the script; and

initiating, by the central processing unit, a connection between the caller and the automated voice response system when the marker is identified.

13. A method according to claim 8, further comprising:

monitoring, by the central processing unit, actions of the agent within the user interface;

identifying, by the central processing unit, those actions that indicate the agent will request sensitive information from the caller; and

initiating, by the central processing unit, a connection between the caller and the automated voice response system based on those actions.

14. A method according to claim 13, wherein the actions comprise at least one of a movement of a pointer device towards a data field for the sensitive information, activation of the data field, or movement of a pointer device within the data field.

16. A method according to claim 8, further comprising:

receiving, by the central processing unit, from the caller instructions to transfer the caller to the automated voice response system during the call via one of voice instructions from the caller or a selection of a button by the caller.