SYSTEMS AND METHODS FOR CUSTOMER SERVICE ACCESS TO A CONSUMER INTERFACE SYSTEM

• US 20150365387A1
• Filed: 06/12/2014
• Published: 12/17/2015
• Est. Priority Date: 06/12/2014
• Status: Active Grant

• Current Assignee: Mastercard International Incorporated (MasterCard Incorporated)
• Original Assignee: Mastercard International Incorporated (MasterCard Incorporated)
• Inventors: Good, William John
• Granted Patent: US 11,038,864 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 67/53 using third party service providers

Abstract

A computer-based method for providing a customer service representative (CSR) access to an interface system uses a computing device including a processor and a memory. The method includes receiving, by the processor, an authentication request including a CSR identifier associated with the CSR. The method also includes identifying, in the memory, a customer identifier using at least the CSR identifier. The method further includes transmitting an authentication response in response to the authentication request. The authentication response includes at least the customer identifier.

Claims

1. A computer-based method for providing a customer service representative (CSR) access to an interface system, the method using a computing device including a processor and a memory, said method comprising:

receiving, by the processor, an authentication request including a CSR identifier associated with the CSR;

identifying, in the memory, a customer identifier using at least the CSR identifier; and

transmitting an authentication response in response to the authentication request, the authentication response including at least the customer identifier.

2. The method of claim 1 further comprising:

storing, in the memory, a first record including the CSR identifier of the CSR and the customer identifier associated with a customer; and

transmitting an access request to the interface system, the access request including at least the CSR identifier, wherein receiving an authentication request is a consequence of transmitting the access request.

3. The method of claim 2, wherein identifying a customer identifier further includes cross-referencing the CSR identifier with the memory to identify the first record.

4. The method of claim 1 further comprising receiving a request to access the interface system as the customer initiated by the CSR through a customer support service (CSS) system.

5. The method of claim 1 further comprising providing the CSR a consumer experience associated with the customer identifier.

6. The method of claim 1 further comprising deleting the first record from the memory after identifying the customer identifier.

7. The method of claim 1, wherein receiving an authentication request further includes receiving an authentication request from a security token service, wherein transmitting an authentication response further includes transmitting an authentication response to the security token service.

8. A computing device for providing a customer service representative (CSR) access to a interface system, said computing device comprising a processor communicatively coupled to a memory, said computing device programmed to:

receive an authentication request including a CSR identifier associated with the CSR;

identify a customer identifier using at least the CSR identifier; and

transmit an authentication response in response to the authentication request, the authentication response including at least the customer identifier.

9. The computing device of claim 8, wherein said computing device is further programmed to:

store a first record including the CSR identifier of the CSR and the customer identifier associated with a customer; and

transmit an access request to a interface system, the access request including at least the CSR identifier, wherein receiving an authentication request is a consequence of said transmitting.

10. The computing device of claim 9, wherein identifying a customer identifier further includes cross-referencing the CSR identifier to identify the first record.

11. The computing device of claim 8, wherein said computing device is further programmed to receive a request to access a interface system as the customer initiated by the CSR through a customer support service (CSS) system.

12. The computing device of claim 8, wherein said computing device is further programmed to provide the CSR a consumer experience associated with the customer identifier.

13. The computing device of claim 8, wherein said computing device is further programmed to delete the first record from the memory after identifying the customer identifier.

14. The computing device of claim 8, wherein receiving an authentication request further includes receiving an authentication request from a security token service, wherein transmitting an authentication response further includes transmitting an authentication response to the security token service.

15. At least one non-transitory computer-readable storage media having computer-executable instructions embodied thereon, wherein when executed by at least one processor, the computer-executable instructions cause the processor to:

receive an authentication request including a customer service representative (CSR) identifier associated with a CSR;

identify a customer identifier using at least the CSR identifier; and

transmit an authentication response in response to the authentication request, the authentication response including at least the customer identifier.

16. The computer-readable storage media of claim 15, wherein the computer-executable instructions further cause the processor to:

store a first record including the CSR identifier of the CSR and the customer identifier associated with a customer; and

transmit an access request to a interface system, the access request including at least the CSR identifier, wherein receiving an authentication request is a consequence of said transmitting.

17. The computer-readable storage media of claim 15, wherein the computer-executable instructions further cause the processor to receive a request to access an interface system as the customer initiated by the CSR through a customer support service (CSS) system.

18. The computer-readable storage media of claim 15, wherein the computer-executable instructions further cause the processor to provide the CSR a consumer experience associated with the customer identifier.

19. The computer-readable storage media of claim 15, wherein the computer-executable instructions further cause the processor to delete the first record from the memory after identifying the customer identifier.

20. The computer-readable storage media of claim 15, wherein receiving an authentication request further includes receiving an authentication request from a security token service, wherein transmitting an authentication response further includes transmitting an authentication response to the security token service.