SYSTEMS AND METHODS USING BLOCKCHAIN FOR MONITORING AND TRACKING CUSTOMER SERVICE REPRESENTATIVE ACTIONS

• US 20200134638A1
• Filed: 10/29/2019
• Published: 04/30/2020
• Est. Priority Date: 10/30/2018
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Beaver, Ian
• Granted Patent: US 11,922,430 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 16/1837 Management specially adapted to peer-to-peer storage networks topology management mechanisms of peer-to-peer networks H04L67/1042
• CPC Class Codes: G06F 21/602 Providing cryptographic facilities or services
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 9/0637 Modes of operation, e.g. cipher block chaining [CBC], electronic codebook [ECB] or Galois/counter mode [GCM]

Abstract

A system and method using blockchain for monitoring and tracking customer service representative actions are disclosed. In the system and method, customer service representative actions are encrypted using an encryption key specific to a company on whose behalf the customer service representative is acting. The customer service representative signs the encrypted action with a private key of a public/private key pair. The signed, encrypted action record is placed on the blockchain, which can later be accessed to review the actions of the customer service representative or actions of any customer service representative acting on behalf of the specific company.

Claims

1. A computer product comprising computer executable code embodied in a non-transitory computer readable medium that, when executing on one or more computing devices performs a method of using blockchain to track actions of a customer service representative (CSR) on behalf of a company, the method comprising:

digitally encrypting an action of the CSR using a company-specific encryption key to generate an encrypted action;

applying a CSR-unique digital private key to the encrypted action; and

broadcasting the encrypted action to the blockchain.

2. The computer product of claim 1, further comprising recording the encrypted action in a distributed ledger and associating the encrypted action with the CSR.

3. The computer product of claim 1, further comprising verifying the encrypted action originated from the CSR by applying a public key associated with the CSR-unique digital private key.

4. The computer product of claim 3, wherein the broadcasting the encrypted action to the blockchain is performed after applying the public key to the encrypted action.

5. The computer product of claim 1, wherein the company-specific encryption key is a unique strong encryption key.

6. The computer product of claim 1, further comprising generating a distributed CSR activity ledger.

11. The method of claim 1, wherein the company-specific encryption key is a unique strong encryption key.

12. The method of claim 1, further comprising generating a distributed CSR activity ledger.

7. A method of using blockchain to track actions of a customer service representative (CSR) on behalf of a company, the method comprising:

digitally encrypting an action of the CSR using a company-specific encryption key to generate an encrypted action;

applying a CSR-unique digital private key to the encrypted action; and

broadcasting the encrypted action to the blockchain.

8. The method of claim 7, further comprising recording the encrypted action in a distributed ledger and associating the encrypted action with the CSR.

9. The method of claim 7, further comprising verifying the encrypted action originated from the CSR by applying a public key associated with the CSR-unique digital private key.

10. The method of claim 9, wherein the broadcasting the encrypted action to the blockchain is performed after applying the public key to the encrypted action.

13. A computer product comprising computer executable code embodied in a non-transitory computer readable medium that, when executing on one or more computing devices performs method of tracking records of actions of a customer service representative (CSR) on behalf of a company wherein a record of the CSR'"'"'s actions are published to a blockchain, the method comprising:

identifying a distributed ledger on the blockchain having records of the CSR among records of other CSRs;

decrypting the CSR'"'"'s records using a company-specific decryption key such that only the CSR'"'"'s actions for the company are decrypted from among the records in the distributed ledger; and

isolating suspicious actions of the CSR from among a plurality of actions of the CSR on behalf of the company.

14. A method of tracking records of actions of a customer service representative (CSR) on behalf of a company wherein a record of the CSR'"'"'s actions are published to a blockchain, the method comprising:

identifying a distributed ledger on the blockchain having records of the CSR among records of other CSRs;

decrypting the CSR'"'"'s records using a company-specific decryption key such that only the CSR'"'"'s actions for the company are decrypted from among the records in the distributed ledger; and

isolating suspicious actions of the CSR from among a plurality of actions of the CSR on behalf of the company.