Synchronized voice signature

• US 8,510,116 B1
• Filed: 10/26/2007
• Issued: 08/13/2013
• Est. Priority Date: 10/26/2007
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Moy, Curt Wayne, King, Linda Giessel, Severson, Sarah Brooke, Hassonjee, Sakina, Forsythe, Amy Irene
• Primary Examiner(s): Abebe, Daniel D
• Application Number:
  US11/925,535
• Time in Patent Office: 2,118 Days
• Field of Search: 704/246, 704/275, 705/75, 705/14.64
• US Class Current: 704/275
• CPC Class Codes: G06Q 20/40145 Biometric identity checks

Abstract

Methods and systems are disclosed for capturing consumer voice signatures. The methods and systems synchronize voice signatures with display of the terms and conditions of a transaction to the consumer in real time during a phone conversation. In one implementation, mobile devices with text display capability may be used to display the terms/conditions of the transaction while the consumer is talking to a customer service representative or an interactive voice response system. The terms/conditions may be displayed as a scrollable document on the mobile device to which the consumer may then agree during the phone conversation. The consumer may then “voice sign” by reading the displayed terms/conditions, or some portion thereof, during the phone conversation to manifest his/her knowing consent. Such an arrangement helps promotes the use of voice signatures by consumers in a manner that complies with the requirements of the federal E-Sign Act.

Claims

1. A system for conducting a business transaction with a customer, the system comprising:

a processor and memory;

at least one subsystem deployed in the memory and executed by the processor configured to provide information about the business transaction to the customer during a phone call with the customer;

at least one subsystem deployed in the memory and executed by the processor configured to send terms and conditions for the business transaction to a mobile device of the customer independent of but while the phone call is ongoing with the customer, the mobile device configured to display the terms and condition to the customers while the phone call is ongoing with the customer; and

at least one subsystem deployed in the memory and executed by the processor configured to ask the customer to manifest acceptance of the terms and conditions for the business transaction as they appear on the mobile device while the phone call is ongoing with the customer.

2. The system of claim 1, wherein the customer may manifest acceptance of the terms and conditions for the transaction by pressing a predefined key on the mobile device while the phone call is ongoing.

3. The system of claim 1, wherein the customer may manifest acceptance of the terms and conditions for the transaction by reading aloud at least a portion of the terms and conditions while the phone call is ongoing.

4. The system of claim 1, wherein the customer may manifest acceptance of the terms and conditions for the transaction by speaking at least one predefined word while the phone call is ongoing.

5. The system of claim 1, wherein the phone call is ongoing with one of:

a live customer service representative, and automated interactive voice response system.

6. The system of claim 1, further comprising at least one subsystem deployed in the memory and executed by the processor configured to inform the customer that the acceptance is invalid if manifested while the customer is engaged in a predefined activity.

7. The system of claim 1, further comprising at least one subsystem deployed in the memory and executed by the processor configured to populate a predefined field in a database in response to the customer manifesting acceptance of the terms and conditions for the transaction.

8. A method of conducting a business transaction with a customer that includes utilizing computer-readable medium having stored thereon computer executable instructions executable by a processor to perform the method, the method comprising:

providing information about the business transaction to the customer during a phone call with the customer;

sending terms and conditions for the business transaction to a mobile device of the customer independent of but while the phone call is ongoing with the customer, the mobile device configured to display the terms and condition to the customers while the phone call is ongoing with the customer; and

asking the customer to manifest acceptance of the terms and conditions for the business transaction as they appear on the mobile device while the phone call is ongoing with the customer.

9. The method of claim 8, wherein the customer may manifest acceptance of the terms and conditions for the transaction by pressing a predefined key on the mobile device while the phone call is ongoing.

10. The method of claim 8, wherein the customer may manifest acceptance of the terms and conditions for the transaction by reading aloud at least a portion of the terms and conditions while the phone call is ongoing.

11. The method of claim 8, wherein the customer may manifest acceptance of the terms and conditions for the transaction by speaking at least one predefined word while the phone call is ongoing.

12. The method of claim 8, wherein the phone call is ongoing with one of:

a live customer service representative, and automated interactive voice response system.

13. The method of claim 8, further comprising informing the customer that the acceptance is invalid if manifested while the customer is engaged in a predefined activity.

14. The method of claim 8, further comprising populating a predefined field in a database in response to the customer manifesting acceptance of the terms and conditions for the transaction.

15. A non-transitory computer-readable medium encoded with computer-readable instructions for conducting a business transaction with a customer, the computer-readable instructions comprising instructions for causing a computer to:

provide information about the business transaction to the customer during a phone call with the customer;

send terms and conditions for the business transaction to a mobile device of the customer independent of but while the phone call is ongoing with the customer, the mobile device configured to display the terms and condition to the customers while the phone call is ongoing with the customer; and

ask the customer to manifest acceptance of the terms and conditions for the business transaction as they appear on the mobile device while the phone call is ongoing with the customer.

16. The non-transitory computer-readable medium of claim 15, wherein the customer may manifest acceptance of the terms and conditions for the transaction by pressing a predefined key on the mobile device while the phone call is ongoing.

17. The non-transitory computer-readable medium of claim 15, wherein the customer may manifest acceptance of the terms and conditions for the transaction by reading aloud at least a portion of the terms and conditions while the phone call is ongoing.

18. The non-transitory computer-readable medium of claim 15, wherein the customer may manifest acceptance of the terms and conditions for the transaction by speaking at least one predefined word while the phone call is ongoing.

19. The non-transitory computer-readable medium of claim 15, wherein the phone call is ongoing with one of:

a live customer service representative, and automated interactive voice response computer-readable medium.

20. The non-transitory computer-readable medium of claim 15, further comprising instructions for causing a computer to inform the customer that the acceptance is invalid if manifested while the customer is engaged in a predefined activity.

21. The non-transitory computer-readable medium of claim 15, further comprising instructions for causing a computer to populate a predefined field in a database in response to the customer manifesting acceptance of the terms and conditions for the transaction.