Computer-Implemented System And Method For Protecting Sensitive Information Within A Call Center In Real Time

• US 20150281446A1
• Filed: 03/24/2015
• Published: 10/01/2015
• 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.
• Granted Patent: US 10,469,663 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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 call receipt module to receive from a caller, a call within a call center;

an assignment module to assign the call to an agent;

a determination module to determine when the caller is about to provide sensitive information;

a transfer module to transfer the user to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent and to return the caller to the agent upon providing the sensitive information;

a notification module to send a notification regarding a status of the sensitive information; and

a call termination module to terminate 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, further comprising:

an access module to access the sensitive information from the database upon request from an authorized user.

4. A system according to claim 1, further comprising at least one of:

a Web module to provide a user interface to the agent for entering caller data and to automatically enter the status of the sensitive information into the user interface.

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

an identification module to identify when the caller is about to provide the sensitive information based on one of instructions from the agent, instructions from the caller, and call content.

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

a script module to provide the agent with a script;

an identification module to identify when the caller is about to provide the sensitive information based on a marker located in the script; and

a connection module to initiate a connection between the caller and the automated voice response system when the marker is identified.

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

an instruction receipt module to receive at least one of a selection of a button and voice instructions from the caller; and

a connection module to initiate a connection between the caller and the automated voice response system based on the received button selection or voice instructions.

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

an instruction receipt module to receive at least one of a selection of a button and voice instructions from an agent; and

a connection module to initiate a connection between the caller and the automated voice response system based on the received button selection or voice instructions.

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

an action module to monitor actions of the agent within a user interface and to identify those actions that indicate the agent will request sensitive information from the caller; and

a connection module to initiate a connection between the caller and the automated voice response system based on those actions.

10. A system according to claim 9, 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, and movement of a pointer device within the data field.

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

receiving within a call center, a call from a caller;

assigning the call to an agent;

determining when the caller is about to provide sensitive information;

transferring the user to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent;

returning the caller to the agent upon providing the sensitive information;

sending a notification regarding a status of the sensitive information; and

terminating the call.

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

storing the sensitive information in a database.

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

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

14. A method according to claim 12, further comprising at least one of:

providing a user interface to the agent for entering caller data; and

automatically entering the status of the sensitive information into the user interface.

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

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

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

providing the agent with a script;

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

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

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

receiving at least one of a selection of a button and voice instructions from the caller; and

initiating a connection between the caller and the automated voice response system based on the received button selection or voice instructions.

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

receiving at least one of a selection of a button and voice instructions from an agent; and

initiating a connection between the caller and the automated voice response system based on the received button selection or voice instructions.

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

monitoring actions of the agent within a user interface;

identifying those actions that indicate the agent will request sensitive information from the caller; and

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

20. A method according to claim 19, 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, and movement of a pointer device within the data field.