Providing Enhanced User Authentication Functionalities

• US 20160105546A1
• Filed: 10/10/2014
• Published: 04/14/2016
• Est. Priority Date: 10/10/2014
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Keys, Andrew T., Pender, Mark A., Pacholski, Jennifer
• Granted Patent: US 9,407,762 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 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 3/382 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
• 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 7/003 Click to dial services

Abstract

Methods, systems, apparatuses, and computer-readable media for providing enhanced user authentication functionalities are presented. In one or more embodiments, a server computing device may authenticate a user of a user computing device to a customer portal. Subsequently, the server computing device may receive a click-to-call request from the user computing device. In response to receiving the click-to-call request, the server computing device may generate a one-time passcode for the user. Then, the server computing device may provide the one-time passcode to the user. Thereafter, the server computing device may receive one-time-passcode input from an interactive voice response (IVR) server, and such input may be received from a caller. The server computing device then may validate the one-time-passcode input based on the one-time passcode provided to the user. In response to validating the one-time-passcode input, the server computing device may cause the IVR server to authenticate the caller as the user.

Claims

1. A method, comprising:

authenticating, by a server computing device, a user of a user computing device to a customer portal provided by the server computing device;

receiving, by the server computing device, a click-to-call request from the user computing device;

in response to receiving the click-to-call request from the user computing device, generating, by the server computing device, a one-time passcode for the user of the user computing device;

providing, by the server computing device, the one-time passcode to the user of the user computing device;

receiving, by the server computing device, one-time-passcode input from an interactive voice response (IVR) server, the one-time-passcode input corresponding to input provided to the IVR server by a caller;

validating, by the server computing device, the one-time-passcode input based on the one-time passcode provided to the user of the user computing device; and

in response to validating the one-time-passcode input, causing, by the server computing device, the IVR server to authenticate the caller as the user of the user computing device.

2. The method of claim 1, wherein providing the one-time passcode to the user of the user computing device includes sending the one-time passcode to the user computing device.

3. The method of claim 1, wherein providing the one-time passcode to the user of the user computing device includes sending the one-time passcode to one or more registered addresses associated with the user of the user computing device.

4. The method of claim 3, wherein the one or more registered addresses associated with the user of the user computing device include at least one email address associated with the user of the user computing device.

5. The method of claim 3, wherein the one or more registered addresses associated with the user of the user computing device include at least mobile telephone number associated with the user of the user computing device.

6. The method of claim 1, further comprising:

prior to receiving the one-time-passcode input from the IVR server, causing, by the server computing device, the IVR server to initiate a telephone call to the caller.

7. The method of claim 6, wherein the telephone call is initiated to a registered telephone number associated with the user of the user computing device.

8. The method of claim 6, wherein the telephone call is initiated to a telephone number provided by the user of the user computing device in response to a prompt generated by the server computing device after receiving the click-to-call request.

9. The method of claim 1, further comprising:

prior to receiving the one-time-passcode input from the IVR server, sending, by the server computing device, and to the IVR server, information associated with an expected telephone call corresponding to the click-to-call request.

10. The method of claim 1, wherein causing the IVR server to authenticate the caller as the user of the user computing device includes causing the IVR server to route the caller to a specific endpoint determined by the server computing device.

11. The method of claim 1, wherein causing the IVR server to authenticate the caller as the user of the user computing device includes sending contextual information associated with the user'"'"'s interaction with the customer portal to the IVR server.

12. The method of claim 11, wherein the IVR server is configured to use the contextual information in routing the caller to an endpoint.

13. The method of claim 11, wherein the IVR server is configured to provide the contextual information to a customer service representative to which the caller is routed.

14. A system, comprising:

at least one processor; and

memory storing computer-readable instructions that, when executed by the at least one processor, cause the system to;

authenticate a user of a user computing device to a customer portal provided by the system;

receive a click-to-call request from the user computing device;

in response to receiving the click-to-call request from the user computing device, generate a one-time passcode for the user of the user computing device;

provide the one-time passcode to the user of the user computing device;

receive one-time-passcode input from an interactive voice response (IVR) server, the one-time-passcode input corresponding to input provided to the IVR server by a caller;

validate the one-time-passcode input based on the one-time passcode provided to the user of the user computing device; and

in response to validating the one-time-passcode input, cause the IVR server to authenticate the caller as the user of the user computing device.

15. The system of claim 14, wherein providing the one-time passcode to the user of the user computing device includes sending the one-time passcode to the user computing device.

16. The system of claim 14, wherein providing the one-time passcode to the user of the user computing device includes sending the one-time passcode to one or more registered addresses associated with the user of the user computing device.

17. The system of claim 16, wherein the one or more registered addresses associated with the user of the user computing device include at least one email address associated with the user of the user computing device.

18. The system of claim 16, wherein the one or more registered addresses associated with the user of the user computing device include at least mobile telephone number associated with the user of the user computing device.

19. The system of claim 14, wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, further cause the system to:

prior to receiving the one-time-passcode input from the IVR server, cause the IVR server to initiate a telephone call to the caller.

20. One or more non-transitory computer-readable media storing instructions that, when executed by a computing platform comprising at least one processor and memory, cause the computing platform to:

authenticate a user of a user computing device to a customer portal provided by the computing platform;

receive a click-to-call request from the user computing device;

in response to receiving the click-to-call request from the user computing device, generate a one-time passcode for the user of the user computing device;

provide the one-time passcode to the user of the user computing device;

receive one-time-passcode input from an interactive voice response (IVR) server, the one-time-passcode input corresponding to input provided to the IVR server by a caller;

validate the one-time-passcode input based on the one-time passcode provided to the user of the user computing device; and

in response to validating the one-time-passcode input, cause the IVR server to authenticate the caller as the user of the user computing device.