Systems and methods for authenticating interactive voice response systems to callers

• US 8,681,965 B1
• Filed: 04/25/2008
• Issued: 03/25/2014
• Est. Priority Date: 04/25/2008
• Status: Active Grant

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Hudson, Ron, Herrin, Kris
• Primary Examiner(s): Deane, Jr., William
• Application Number:
  US12/109,803
• Time in Patent Office: 2,160 Days
• Field of Search: 379/207.01, 379/207.13, 379 8803- 8824
• US Class Current: 379/207.13
• CPC Class Codes: H04M 2203/6027 Fraud preventions
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00

Abstract

By incorporating into the voice prompt response at least one item of private information, the caller knows that the IVR system providing the response is controlled by the trusted institution. Thus, when the caller does not hear the expected response, the caller is alerted to the fact that someone is masquerading as the trustworthy entity and the caller can then refuse to provide the desired information.

Claims

1. A system for providing interactive voice response (IVR) to a user who has established an interactive communication connection with a trusted called party;

said system comprising;

a prompt controller operative for providing voice prompts to the user, said voice prompts comprising an initial identification prompt soliciting data from said user, said solicited data identifying said user to said trusted called party;

said controller operative for, after the user has been identified providing the user a destination validation voice prompt, said destination validation voice prompt generated based upon said data solicited by the initial identification prompt and validating the trusted called party to the user;

said controller further operative for, after the trusted called party has been validated, providing an identification completion prompt soliciting additional data from said user, said solicited additional data validating the user to the trusted called party.

2. The system of claim 1 wherein said destination validation voice prompt does not solicit data from said user.

3. The system of claim 2 wherein said destination validation voice prompt is selected from the list of:

a last account transaction; and

a voice print from a previous connection session.

4. The system of claim 2 wherein said controller is further operable for prompting said user to make a determination of validity of said destination validation prompt after said destination validation prompt has been provided.

19. The system of claim 2, wherein said destination validation voice prompt is taken from information maintained by the trusted called party in the normal course of business.

5. A method for operating an IVR comprising:

routing to an IVR system connections from calling users to a specific institution;

inserting voice prompts by said IVR system on each routed connection, said voice prompts comprising a sequence of user validation voice prompts requesting user specific data from a calling user, said user specific data pertaining to said specific institution and allowing said specific institution to validate the calling user; and

during the sequence of user validation voice prompts, inserting a destination validation voice prompt calculated to allow the calling user to verify that a connection has been established to an IVR properly associated with said specific institution.

6. The method of claim 5 wherein said inserted destination validation voice prompt is selected from the list of:

a last account transaction; and

a voice print from a previous connection session.

7. The method of claim 5 further comprising:

providing said inserted destination validation voice prompt to said IVR from said specific institution.

8. The method of claim 5 wherein said inserted destination validation voice prompt follows a notification prompt informing said calling user to expect said destination validation voice prompt.

9. The method of claim 5 wherein the destination validation voice prompt does not solicit data from the calling user.

10. A system providing IVR services to a user calling an institution, comprising a processor and a memory, the memory being encoded with an application program comprising instructions executable by the processor, said program comprising:

code for prompting a calling user to provide a first identity token;

code for verifying that a provided first identity token is valid; and

code for providing a verification voice prompt to said calling user, said verification voice prompt containing information particular to said calling user and to said called institution sufficient for allowing said calling user to verify that said calling user is communicating with an institution called by said calling user;

wherein said verification prompt occurs after initial identification of said calling user but prior to said calling user being asked for information usable in completing said identification.

11. The system of claim 10, the program further comprising:

a code for controlling an exchange of information provided by said calling user with calling user specific data controlled by said called institution.

12. The system of claim 11, the program further comprising:

code for controlling a termination of a calling connection when said calling user is unable to verify an authenticity of said called institution.

13. The system of claim 11, the program further comprising:

a code for controlling a notification prompt to said calling user indicating that a subsequent prompt will contain user specific information, said notification prompt occurring prior to receipt of identification data provided by said calling user.

14. The system of claim 10, wherein the verification voice prompt does not solicit a response from the calling user.

20. The system of claim 10, the program further comprising a code for prompting the calling user to provide a second identity token after verification that the provided first identity token is valid and provision of the verification voice prompt to the calling user.

15. A system for providing verification to a user calling an institution;

said system comprising;

means for prompting a calling user to provide a first identity token;

means for verifying that a provided first identity token is valid;

means for providing a verification voice prompt to said calling user, said voice prompt containing information particular to said calling user and to said called institution sufficient for allowing said calling user to verify that said calling user is communicating with an institution called by said calling user; and

means for controlling an exchange of information provided by said calling user with calling user specific data controlled by said called institution.

16. The system of claim 15 further comprising:

means for controlling a termination of a calling connection when said calling user is unable to verify an authenticity of said called institution.

17. The system of claim 15 further comprising:

means for controlling a verification prompt to said calling user indicating that a subsequent prompt will contain user specific information, said verification prompt occurring prior to receipt of identification data provided by said calling user.

18. The system of claim 15 wherein said verification prompt occurs after initial identification of said calling user but prior to a time when said calling user completes said identification.