Computer-Implemented System And Method For Storing And Retrieving Sensitive Information

• US 20180032755A1
• Filed: 07/27/2017
• Published: 02/01/2018
• Est. Priority Date: 07/29/2016
• Status: Active Grant

• Current Assignee: Avaya LLC (Avaya Incorporated), Avaya Management L.P. (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Odinak, Gilad
• Granted Patent: US 10,754,978 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 21/313 using a call-back technique via a telephone network
• CPC Class Codes: G06F 21/602 Providing cryptographic facilities or services
• CPC Class Codes: G06F 21/62 Protecting access to data via a platform, e.g. using keys or access control rules
• CPC Class Codes: G06F 21/6245 Protecting personal data, e.g. for financial or medical purposes
• CPC Class Codes: G06F 21/64 Protecting data integrity, e.g. using checksums, certificates or signatures
• CPC Class Codes: G06F 21/70 Protecting specific internal or peripheral components, in which the protection of a component leads to protection of the entire computer
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04L 63/067 using one-time keys cryptographic mechanisms or cryptographic arrangements for generation of one-time passwords H04L9/0863
• CPC Class Codes: H04L 9/0822 using key encryption key
• CPC Class Codes: H04L 9/0894 Escrow, recovery or storing of secret information, e.g. secret key escrow or cryptographic key storage
• CPC Class Codes: H04L 9/32 including means for verifying the identity or authority of a user of the system or for message authentication, e.g. authorization, entity authentication, data integrity or data verification, non-repudiation, key authentication or verification of credentials
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 2203/60 related to security aspects in telephonic communication systems network architectures or network communication protocols for network security H04L63/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A computer-implemented system and method for storing and retrieving sensitive information is provided. Segments of sensitive data each encrypted via a single use encryption key and associated with a reference code are maintained. The reference code is received for at least one of the segments of encrypted sensitive data and the encryption key is recreated based on the received reference code. The encrypted sensitive data segment is decrypted using the recreated encryption key and the decrypted sensitive data segment populates a field in a display.

Claims

1. A computer-implemented system for storing and retrieving sensitive information, comprising:

a database to maintain segments of encrypted sensitive data each encrypted via a single use encryption key and associated with a reference code;

a reference receipt module to receive the reference code for at least one of the segments of encrypted sensitive data;

a key module to recreate the encryption key based on the received reference code;

a decryption module to decrypt the encrypted sensitive data segment using the recreated encryption key; and

a population module to populate a field in a display with the decrypted sensitive data segment.

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

a disposal module to dispose of the single use encryption keys.

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

an interactive voice response (IVR) associated with the database.

4. A system according to claim 3, wherein the IVR receives and encrypts sensitive information from customers for storing as the segments of encrypted sensitive data.

5. A system according to claim 4, further comprising:

a customer relationship management (CRM) system to receive the reference code and to deliver the reference code to the IVR prior to receiving the encrypted sensitive data segment for display.

6. A system according to claim 4, wherein the IVR performs a verification process to verify an identity of a user that provided the reference code for the at least one segment of encrypted sensitive data via one or more credentials.

7. A system according to claim 6, wherein each credential comprises one of digital certificates, user name and password, program name, and IP address.

8. A system according to claim 4, further comprising:

a data module to identify the sensitive information received from one such customer by monitoring a call between an agent and the customer, identifying a trigger for the sensitive information during the call, transferring the customer to the IVR, and collecting the sensitive information.

9. A system according to claim 8, wherein communication during the call is reestablished between the customer and the agent.

10. A system according to claim 8, wherein the trigger comprises one or more of a customer action, an agent action, a keyword, a script, and a marker.

11. A computer-implemented method for storing and retrieving sensitive information, comprising:

maintaining segments of encrypted sensitive data each encrypted via a single use encryption key and associated with a reference code;

receiving the reference code for at least one of the segments of encrypted sensitive data;

recreating the encryption key based on the received reference code;

decrypting the encrypted sensitive data segment using the recreated encryption key; and

populating a field in a display with the decrypted sensitive data segment.

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

storing the reference codes in a database with the encrypted sensitive data segments.

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

disposing of the single use encryption keys.

14. A method according to claim 11, further comprising at least one of:

receiving sensitive information from customers via an interactive voice response (IVR) that encrypts the sensitive information for storing as the segments of encrypted sensitive data.

15. A method according to claim 14, further comprising:

receiving the reference code via a customer relationship management (CRM) system; and

delivering the reference code from the CRM to the IVR prior to receiving the encrypted sensitive data segment for display.

16. A method according to claim 14, further comprising:

performing via the IVR a verification process to verify an identity of a user that provided the reference code for the at least one segment of encrypted sensitive data via one or more credentials.

17. A method according to claim 16, wherein each credential comprises one of digital certificates, user name and password, program name, and IP address.

18. A method according to claim 14, further comprising:

identifying the sensitive information received from one such customer, comprising;

monitoring a call between an agent and the customer;

identifying a trigger for the sensitive information during the call;

transferring the customer to the IVR; and

collecting the sensitive information.

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

reestablishing communication between the customer and the agent during the call.

20. A method according to claim 18, wherein the trigger comprises one or more of a customer action, an agent action, a keyword, a script, and a marker.