Systems and methods for preventing sensitive information from being communicated into a non-secure environment
First Claim
1. A machine comprising:
- a. a communication router;
b. a robotic interaction system; and
c. a means for protecting sensitive information;
wherein;
i. the communication router is configured to enable an interaction between a user and an agent by establishing a connection between the user and the agent;
ii. the robotic interaction system is configured to, during the interaction between the user and the agent, receive a response to a request, wherein;
the request is provided to the user; and
the request requests the user to provide sensitive information;
iii. the means for protecting sensitive information is configured to prevent the response to the request from being communicated to the agent.
1 Assignment
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Accused Products
Abstract
A telecommunication system is arranged between a trusted automated interactive system and a non-secure agent. The trusted automated interactive portion is operable for bidirectional communications with a caller. The agent portion is arranged to be bridged onto a communication connection between the caller (or network chat user) and the trusted interactive system under certain conditions. Sensitive data transmitted between the system and a calling user may be blocked from being communicated to the agent even while the agent is bridged onto the connection. In one embodiment, information (such as a verification of authenticity of the caller) pertaining to the sensitive data (but not the sensitive data itself) is communicated to the agent.
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Citations
15 Claims
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1. A machine comprising:
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a. a communication router; b. a robotic interaction system; and c. a means for protecting sensitive information; wherein; i. the communication router is configured to enable an interaction between a user and an agent by establishing a connection between the user and the agent; ii. the robotic interaction system is configured to, during the interaction between the user and the agent, receive a response to a request, wherein; the request is provided to the user; and the request requests the user to provide sensitive information; iii. the means for protecting sensitive information is configured to prevent the response to the request from being communicated to the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method comprising:
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a. a non-secure agent engaging in bi-directional communication with a system user; b. inhibiting sensitive information from the system user from being communicated to the non-secure agent while being communicated to a trusted intermediary by performing acts comprising, during an interaction comprising the bi-directional communication, preventing a response from the system user to a request to provide sensitive information from being provided to the non-secure agent; and c. after inhibiting the sensitive information from said system user from being communicated to said non-secure agent while being communicated to said trusted intermediary, the non-secure agent resuming the interaction, wherein resuming the interaction comprises the non-secure agent engaging in further bi-directional communication with the system user. - View Dependent Claims (11, 12, 13, 14, 15)
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Specification