Resetting access account passwords of a multitude of compartmentalized systems

• US 20060059361A1
• Filed: 09/10/2004
• Published: 03/16/2006
• Est. Priority Date: 09/10/2004
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Inventors: Joseph, Kurt M., Sams, Bobby, Green, Antonio, Paden, Jonathan, Harris, Jon
• Granted Patent: US 7,624,278 B2
• Time in Patent Office: Days
• US Class Current: 713/184
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• 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

Abstract

A method for resetting access account passwords using an interactive voice response system (IVR) can include the step of the IVR receiving a user request to reset a password. Account identification data can be acquired. The acquired data can be matched to account information stored in at least one compartmentalized system. The matching can identify at least one access account for which the user request applies. The IVR can also receive account verification data and compare this data with data stored within the compartmentalized system associated with the identified access account. Based upon results of this comparison, the IVR can reset the password stored within the compartmentalized system. The IVR can be configured to reset passwords for several compartmentalized systems.

Claims

1. A method for resetting access account passwords using an interactive voice response system (IVR) comprising the steps of:

the IVR receiving a user request to reset a password;

acquiring account identification data;

matching account information stored in at least one compartmentalized system with the acquired identification data to identify at least one access account for which the user request applies, wherein the IVR is configured to reset passwords for a plurality of compartmentalized systems including the at least one compartmentalized system;

the IVR receiving account verification data;

comparing the received verification data with data stored within the compartmentalized system associated with the identified access account; and

based upon results of the comparing step, the IVR resetting the password stored within the compartmentalized system associated with the identified access account.

2. The method of claim 1, wherein the IVR maintains data about hardware and software configurations of the compartmentalized systems, wherein the maintained data is used in the resetting step to perform system-specific actions.

3. The method of claim 1, the acquiring step further comprising the step of:

the IVR automatically acquiring the account identification data based upon caller identification information.

4. The method of claim 3, wherein the access account is a Digital Subscriber Line (DSL) account associated with a phone number, the caller identification information including the phone number, wherein the received verification data also includes said phone number.

5. The method of claim 4, wherein the verification data consists of said phone number.

6. The method of claim 1, wherein the verification data consists of at least one of a password, a digital signature from a calling device, a reply to a prompted question, ISP connectivity information, and automated number identification data.

7. The method of claim 3, wherein the IVR maintains a data store for logging IVR interaction information, wherein said automatically acquiring step further comprises:

accessing the IVR interaction information based upon caller identification information to generate at least a portion of the account identification data.

8. The method of claim 1, wherein the acquired identification data comprises an e-mail address.

9. The method of claim 1, wherein the user request is conveyed to the IVR by a caller, the method further comprising the steps of:

the IVR determining a confidence score that the caller is authorized to reset the password; and

comparing the confidence score against a threshold value to determine whether the resetting step is permitted.

10. The method of claim 9, further comprising the steps of:

adjusting the confidence score based upon results of the step of comparing the received verification data with the data associated with the identified access account.

11. The method of claim 9, further comprising the steps of:

prompting for additional account verification data, comparing results from the prompting step with stored data, and adjusting the confidence score repetitively until the confidence score favorably compares to the threshold value.

12. The method of claim 9, further comprising the step of:

when the comparing step does not favorably compare the confidence score to the threshold value, performing at least one action selected from the group consisting of the IVR transferring a caller making the user request to an agent and the IVR disconnecting the caller.

13. The method of claim 9, wherein the determining of the confidence score occurs before the verification step and is based upon account identification data automatically acquired based upon caller identification information.

14. An interactive voice response system (IVR) for resetting access account passwords comprising:

a user interface configured to interact with callers via a voice channel;

an account identification engine configured to identify at least one access account associated with individual callers, wherein each access account is an internet service provider account that provides the caller with Internet access over a data channel;

an authorization engine that authorizes that a caller is permitted to reset a password corresponding to an identified access account; and

a password reset engine configured to access an Internet service provider (ISP) system and reset a password within the ISP system corresponding to the identified access account.

15. The IVR system of claim 14, wherein the user interface presents reset passwords to callers over the voice channel.

16. The IVR system of claim 14, wherein the ISP system provides digital subscriber line (DSL) service, the authorization engine requiring callers to contact the IVR from a phone number associated with the DSL service.

17. The IVR system of claim 14, wherein the IVR resets account passwords for a plurality of compartmentalized systems which include said the ISP system, said IVR system further comprising:

a system data store configured to maintain data for system specific operations.

18. The IVR system of claim 17, wherein different ones of the plurality of compartmentalized systems have different system-specific criteria for at least one of identifying access accounts associated with callers and authorizing that callers are permitted to reset passwords of identified accounts, said criteria being included in the system data store, wherein at least one of the account identification engine and the authorization engine utilize the stored criteria.

19. The IVR system of claim 17, wherein the password reset engine utilizes system-specific data maintained in the system data store when resetting passwords.

20. The IVR system of claim 17, further comprising:

a system data store configured to maintain data for system specific operations.

21. A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:

receiving a user request to reset a password via an interactive voice response system (IVR) voice channel;

acquiring account identification data;

matching account information stored in at least one compartmentalized system with the acquired identification data to identify at least one access account for which the user request applies, wherein the IVR is configured to reset passwords for a plurality of compartmentalized systems including the at least one compartmentalized system;

receiving account verification data;

comparing the received verification data with data stored within the compartmentalized system associated with the identified access account; and

based upon results of the comparing step, resetting the password stored within the compartmentalized system associated with the identified access account.