INTELLIGENT CONTENT RECOGNITION SYSTEM

• US 20160150073A1
• Filed: 11/25/2014
• Published: 05/26/2016
• Est. Priority Date: 11/25/2014
• Status: Active Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Abraham, Subil M., Appleyard, James P., Naik, Pratik A.
• Application Number:
  US14/553,369
• Publication Number:
  US 20160150073A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/60 related to security aspects in telephonic communication systems
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• 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

Abstract

Arrangements described herein relate to electronic communications and, more particularly, to the exchange of information over a telephonic communication channel. For example, during a telephone call session established over a telephonic communication channel between a user communicating using a first communication device and a customer service system, a content recognition system can receive media content or a digital signature, transmitted by the first communication device during the telephone call session. The media content or digital signature can be communicated over the telephonic communication channel used to support audio communication between the first communication device and the customer service system in the telephone call session. The digital signature can be processed to authenticate an identity of the user.

Claims

1. A method, comprising:

during a telephone call session established over a telephonic communication channel between a user communicating using a first communication device and a customer service system, receiving by a content recognition system, executed by a processor, a digital signature transmitted by the first communication device during the telephone call session, the digital signature communicated over the telephonic communication channel used to support audio communication between the first communication device and the customer service system in the telephone call session; and

responsive to receiving by the content recognition system the digital signature, processing the digital signature to authenticate an identity of the user.

2. The method of claim 1, wherein the audio communication between the user and the customer service system over the telephonic communication channel occur in the telephone call session prior to and after the digital signature being transmitted.

3. The method of claim 1, wherein the audio communication between the user and the customer service system comprises audio communication between the user and an interactive voice response system.

4. The method of claim 1, wherein the audio communication between the user and the customer service system comprises audio communication between the user and a customer service representative.

5. The method of claim 1, wherein the digital signature comprises a credit card number.

6. The method of claim 1, wherein the digital signature comprises at least one type of information selected from a group consisting of a social security number, a maiden name, a date of birth, a name that is different than the user'"'"'s name and a password.

7. A method, comprising:

during a telephone call session established over a telephonic communication channel between a first user communicating using a first communication device and at least a second entity, receiving by a content recognition system, executed by a processor, media content transmitted by the first communication device over the telephonic communication channel during the telephone call session, wherein audio communication between the first user and the second entity occurs over the telephonic communication channel in the telephone call session prior to and after the media content being transmitted; and

responsive to receiving by the content recognition system the media content, initiating at least one event.

8. The method of claim 7, wherein:

the second entity is a second user; and

initiating at least one event comprises transmitting the media content to a second communication device used by the second user participating in a conference call with the first user.

9. The method of claim 8, wherein the first communication device communicates in the conference call using a first communication protocol and the second communication device communicates in the conference call using a second communication protocol, wherein the second communication protocol is different than the first communication protocol;

the method further comprising provisioning a cloud storage to provide a transient workspace, the transient workspace configured to store the media content and the transient workspace configured to be accessed by at least the second entity to retrieve the media content from the transient workspace over the telephonic communication channel.

10. The method of claim 7, wherein initiating at least one event comprises:

parsing information from the media content; and

processing the information parsed from the media content to authenticate an identity of the first user.

11. The method of claim 10, wherein the information parsed from the media content comprises at least one type of information selected from a group consisting of a social security number, a credit card number, a maiden name, a date of birth, and a name that is different than the user'"'"'s name.

12. The method of claim 7, wherein initiating at least one event comprises:

parsing a credit card number from the media content; and

processing the credit card number parsed from the media content to process payment for an order for a product or service requested by the first user.

13. A system, comprising:

a processor programmed to initiate executable operations comprising;

during a telephone call session established over a telephonic communication channel between a user communicating using a first communication device and a customer service system, receiving by a content recognition system, executed by the processor, a digital signature transmitted by the first communication device during the telephone call session, the digital signature communicated over the telephonic communication channel used to support audio communication between the first communication device and the customer service system in the telephone call session; and

processing the digital signature to authenticate an identity of the user.

14. The system of claim 13, wherein the audio communication between the user and the customer service system over the telephonic communication channel occur in the telephone call session prior to and after the digital signature being transmitted.

15. The system of claim 13, wherein the audio communication between the user and the customer service system comprises audio communication between the user and an interactive voice response system.

16. The system of claim 13, wherein the audio communication between the user and the customer service system comprises audio communication between the user and a customer service representative.

17. The system of claim 13, wherein the digital signature comprises a credit card number.

18. The system of claim 13, wherein the digital signature comprises at least one type of information selected from a group consisting of a social security number, a maiden name, a date of birth, a name that is different than the user'"'"'s name and a password.

19. A system, comprising:

a processor programmed to initiate executable operations comprising;

during a telephone call session established over a telephonic communication channel between a first user communicating using a first communication device and at least a second entity, receiving by a content recognition system, executed by the processor, media content transmitted by the first communication device over the telephonic communication channel during the telephone call session, wherein audio communication between the first user and the second entity occurs over the telephonic communication channel in the telephone call session prior to and after the media content being transmitted; and

responsive to receiving by the content recognition system the media content, initiating at least one event.

20. The system of claim 19, wherein:

the second entity is a second user; and

initiating at least one event comprises transmitting the media content to a second communication device used by the second user participating in a conference call with the first user.

21. The system of claim 20, wherein the first communication device communicates in the conference call using a first communication protocol and the second communication device communicates in the conference call using a second communication protocol, wherein the second communication protocol is different than the first communication protocol;

the method further comprising provisioning a cloud storage to provide a transient workspace, the transient workspace configured to store the media content and the transient workspace configured to be accessed by at least the second entity to retrieve the media content from the transient workspace over the telephonic communication channel.

22. The system of claim 19, wherein initiating at least one event comprises:

parsing information from the media content; and

processing the information parsed from the media content to authenticate an identity of the first user.

23. The system of claim 22, wherein the information parsed from the media content comprises at least one type of information selected from a group consisting of a social security number, a credit card number, a maiden name, a date of birth, and a name that is different than the user'"'"'s name.

24. The system of claim 19, wherein initiating at least one event comprises:

parsing a credit card number from the media content; and

processing the credit card number parsed from the media content to process payment for an order for a product or service requested by the first user.

25. A computer program product comprising a computer readable storage medium having program code stored thereon, the program code executable by a processor to perform a method comprising:

during a telephone call session established over a telephonic communication channel between a user communicating using a first communication device and a customer service system, receiving by a content recognition system, executed by the processor, a digital signature transmitted by the first communication device during the telephone call session, the digital signature communicated over the telephonic communication channel used to support audio communication between the first communication device and the customer service system in the telephone call session; and

processing the digital signature to authenticate an identity of the user.