AUTHENTICATION

• US 20170286651A1
• Filed: 03/31/2016
• Published: 10/05/2017
• Est. Priority Date: 08/31/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Erhart, George, Skiba, David, Matula, Valentine C.
• Granted Patent: US 11,093,590 B2
• Time in Patent Office: Days
• CPC Class Codes: B25J 11/008 Manipulators for service tasks
• CPC Class Codes: B25J 13/006 by means of a wireless system for controlling one or several manipulators
• CPC Class Codes: B25J 19/023 including video camera means
• CPC Class Codes: B25J 9/0003 Home robots, i.e. small robots for domestic use
• CPC Class Codes: B25J 9/1689 Teleoperation
• CPC Class Codes: G06F 21/31 User authentication
• CPC Class Codes: G06F 2221/2111 Location-sensitive, e.g. geographical location, GPS

Abstract

Robotic customer service agents are provided such that, when properly authenticated, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).

Claims

1. A robot, comprising:

a communication interface;

a microprocessor in communication with the communication interface and when provided with instructions cause the microprocessor to;

perform an authentication of the robot at a service location;

upon the authentication being successful, operating the robot in an authenticated mode; and

upon the authentication not being successful, operating the robot in a non-authenticated mode.

2. The robot of claim 1, further comprising:

a data storage;

an input component;

an output component; and

wherein the microprocessor causes the robot to perform the authentication comprising, presenting, via the output component, a challenge portion of a challenge-response to a user;

wherein the microprocessor receives, via the input component, an observed response to the challenge-response from the user;

wherein the microprocessor accesses an expected response from the data storage;

wherein the microprocessor compares the observed response with the expected response; and

wherein the microprocessor, upon determining the observed response matches the expected response within a previously determined margin of error, indicates the challenge-response was successful.

3. The robot of claim 2, wherein the expected response comprises a physical action.

4. The robot of claim 1, further comprising:

a data storage;

an input component;

an output component; and

wherein the microprocessor causes the robot to perform the authentication comprising, presenting, via the output component, a challenge portion of a challenge-response for the service location;

wherein the microprocessor receives, via the input component, an observed attribute of the service location as an observed response;

wherein the microprocessor accesses an expected attribute as an expected response from the data storage;

wherein the microprocessor compares the observed attribute with the expected attribute; and

wherein the microprocessor, upon determining the observed attribute matches the expected response within a previously determined margin of error, indicates the challenge-response was successful.

5. The robot of claim 2, wherein the data storage is accessed via the communication interface in communication with a contact center.

6. The robot of claim 1, further comprising:

a data storage;

an input component;

an output component; and

the microprocessor receives a challenge portion of a challenge-response;

the microprocessor accesses a stored response to the challenge-response;

the microprocessor presents, via the output component, the stored response; and

wherein the microprocessor determines the challenge-response was successful upon receiving an indication, via the input component, that the challenge-response was successful.

7. The robot of claim 6, wherein the stored response is accessed from a contact center via the communication interface.

8. The robot of claim 1, wherein the microprocessor operates the robot in the authenticated mode and, upon the microprocessor determining a revocation event has occurred, operates the robot in the non-authenticated mode.

9. The robot of claim 8, further comprising:

an input component;

the microprocessor determines, via the input component, the robot is being supervised by a human and, in response to the determination, operates the robot in the authenticated mode; and

wherein the microprocessor, upon determining the robot is no longer being supervised by the human, terminates operation of the robot in the authenticated mode.

10. The robot of claim 9, wherein the microprocessor determines the robot is being supervised by the human, comprising a user.

11. The robot of claim 1, wherein the microprocessor fails the authentication upon determining a hardware component or a software component is not authentic.

12. The robot of claim 1, wherein the robot is configured to perform a task while operating in the authenticated mode and is configured to not perform the task while operating in the non-authenticated mode.

13. A system, comprising:

a communication interface;

a sever;

the server receives a request, via the communication interface, to perform an authentication comprising a robot at a service location, and the robot requires the authentication from the server to perform a customer service task at the service location; and

wherein the server determines whether the robot at the service location is authentic and provides indicia of the determination to the robot.

14. The system of claim 13, further comprising:

a data storage; and

wherein;

the server further receives an observed input to an input component associated with the robot;

the server accesses an expected input from the data storage; and

wherein the server determines whether the robot at the service location is authentic, comprising determining the expected input and the observed input match with a previously determined margin of error.

15. The system of claim 14, wherein;

the server accesses a challenge-response from the data storage;

the server sends a challenge portion of the challenge-response to the robot, whereby the robot presents the challenge portion to a user at the service location; and

wherein the server receives the observed input in response to the challenge-response.

16. The system of claim 13, further comprising, receiving, by the server, the request to perform the authentication originating from a user device associated with a user at the service location.

17. The system of claim 13, further comprising, receiving, by the server, the request to perform the authentication originating from a component provided to the robot and wherein the authentication enables the component to perform the customer service task.

18. A system, comprising:

means to communicate;

means to authenticate a robot at a customer service location;

means to operate the robot in an authorized mode, comprising enabling the robot to perform a customer service task, upon the means to authenticate the robot at the customer service location indicating authorization; and

means to operate the robot in a non-authorized mode, comprising not enabling the robot to perform the customer service task, upon the means to authenticate the robot at the customer service location not indicating authentication.

19. The system of claim 18, further comprising, means to determine authentication upon determining the robot comprises authorized hardware or software.

20. The system of claim 18, further comprising, means to determine authentication upon determining the robot is in the presence of an expected user at the service location.