Systems and methods for authenticating a caller at a call center

• US 10,594,860 B1
• Filed: 11/05/2018
• Issued: 03/17/2020
• Est. Priority Date: 04/05/2016
• Status: Active Grant

• Current Assignee: State Farm Mutual Automobile Insurance Company (State Farm)
• Original Assignee: State Farm Mutual Automobile Insurance Company (State Farm)
• Inventors: Wiechman, Lucas, Burgund, Matthew, Biersdorf, Mark, Littell, Gary, Hlavac, Dan
• Primary Examiner(s): Tieu, Binh Kien
• Application Number:
  US16/180,503
• Time in Patent Office: 498 Days
• Field of Search: 379 9302, 37914201, 37914204, 37914205, 37914206, 37914209, 3791421, 37914216, 37914217
• CPC Class Codes: H04L 63/0823 using certificates cryptographic mechanisms or cryptographic arrangements for entity authentication involving certificates H04L9/3263
• 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: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 2203/60 related to security aspects in telephonic communication systems network architectures or network communication protocols for network security H04L63/00
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• CPC Class Codes: H04M 2203/6054 Biometric subscriber identification
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 12/069 using certificates or pre-shared keys

Abstract

A system for authenticating the identity of a caller (i) receiving one or more online credentials of a caller initiating a phone call, where the one or more online credentials include one or more pieces of biometric information associated with the caller, and the one or more online credentials are received from a mobile device associated with the caller; (ii) requesting one or more additional online credentials associated with the mobile device; (iii) receiving the one or more additional online credentials; (iv) receiving telephone authentication information associated with the phone call; (v) authenticating the caller based, at least in part upon, the one or more online credentials, the one or more additional credentials, and the telephone authentication information; (vi) generating authentication status information based on the authentication of the caller; and (vii) transferring the authentication status information and the phone call to a call recipient.

Claims

1. A system comprising:

a computer system for authenticating the identity of a caller, the computer system including at least one processor in communication with at least one memory device, the at least one processor programmed to;

receive one or more online credentials of a caller initiating a phone call via a mobile device;

request from the mobile device, one or more additional online credentials associated with the caller;

receive, from the mobile device, the one or more additional online credentials;

receive, from a telephone authentication server, telephone authentication information associated with the phone call, wherein the telephone authentication information is related to an identity of the caller; and

authenticate the caller based, at least in part upon, the one or more online credentials, the one or more additional online credentials, and the telephone authentication information.

2. The system of claim 1, wherein the at least one processor programmed to:

place the received phone call in a queue; and

transfer the phone call from the queue to a call recipient based upon authentication status information.

3. The system of claim 1, wherein the caller initiates the phone call via an application on the mobile device associated with the caller, and the application initiates the phone call using a dialing application on the mobile device.

4. The system of claim 3, wherein the application initiates the phone call using a voice over IP application on the mobile device.

5. The system of claim 3, wherein the application is configured to receive login information from the caller to access the application, and the application is further configured to transmit at least one of the login information and an acknowledgement of the login information in the one or more online credentials.

6. The system of claim 1, wherein the one or more online credentials include at least one of a mobile device print, geolocation data, a user fingerprint, facial recognition information, public key infrastructure token, QR code, pincode, and username+password.

7. The system of claim 1, wherein the one or more additional online credentials are associated with the mobile device, and the one or more additional online credentials include at least one of a phone authentication system, data verification system, automatic number identification, dialed number identification service, a root check system result, a public key, a private key, and a digital certificate from a public key infrastructure.

8. The system of claim 1, wherein the one or more online credentials include one or more pieces of biometric information associated with the caller, and the one or more online credentials are received from the mobile device associated with the caller.

9. The system of claim 1, wherein the one or more online credentials include at least one of a user fingerprint or facial recognition information.

10. A computer system for authenticating the identity of a caller, the computer system including at least one processor in communication with at least one memory device, the at least one processor programmed to:

receive one or more online credentials of a caller initiating a phone call via a mobile device;

request, from the mobile device, one or more additional online credentials associated with the caller;

receive, from the mobile device, the one or more additional online credentials;

authenticate the caller based, at least in part upon, the one or more online credentials and the one or more additional online credentials; and

generate authentication information based on the authentication of the caller, wherein the authentication information is related to the identity of the caller.

11. The system of claim 10, wherein the at least one processor is further programmed to:

associate a temporary phone number with the caller.

12. The system of claim 11, wherein the at least one processor is further programmed to:

transmit calling instructions to the mobile device, wherein the calling instructions include the temporary phone number and instructions to dial the temporary phone number.

13. The system of claim 12, wherein the at least one processor is further programmed to:

receive, from the mobile device, a phone call to the temporary phone number; and

transfer the authentication information and the phone call to a call recipient.

14. The system of claim 13, wherein the at least one processor is further programmed to:

place the received phone call in a queue; and

transfer the phone call from the queue based upon authentication status information.

15. The system of claim 10, wherein the caller initiates the phone call via an application on the mobile device associated with the caller, and the application initiates the phone call using a dialing application on the mobile device.

16. The system of claim 15, wherein the application initiates the phone call using a voice over IP application on the mobile device.

17. The system of claim 10, wherein the one or more online credentials include at least one of a mobile device print, geolocation data, a user fingerprint, facial recognition information, public key infrastructure token, QR code, pincode, and username+password.

18. The system of claim 10, wherein the one or more additional online credentials are associated with the mobile device, and the one or more additional online credentials include at least one of a phone authentication system, data verification system, automatic number identification, dialed number identification service, a root check system result, a public key, a private key, and a digital certificate from a public key infrastructure.

19. The system of claim 10, wherein the at least one processor is further programmed to:

receive, from the mobile device, the phone call;

transfer the authentication information and the phone call to a call recipient;

place the received phone call in a queue; and

transfer the phone call from the queue based upon authentication status information.