Multiple authentication mechanisms for accessing service center supporting a variety of products

• US 9,225,716 B2
• Filed: 09/30/2013
• Issued: 12/29/2015
• Est. Priority Date: 08/18/2011
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D.
• Primary Examiner(s): ABEDIN, SHANTO
• Application Number:
  US14/042,404
• Publication Number:
  US 20140033290A1
• Time in Patent Office: 820 Days
• Field of Search: 726 2- 7, 713/168, 713182-186, 705/67, 705/75, 455/411
• US Class Current: 1/1
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints
• CPC Class Codes: G06Q 20/3223 Realising banking transactions through M-devices
• CPC Class Codes: G06Q 20/40145 Biometric identity checks
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 2209/56 Financial cryptography, e.g. electronic payment or e-cash
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• CPC Class Codes: H04L 63/0861 using biometrical features, e.g. fingerprint, retina-scan cryptographic mechanisms or cryptographic arrangements for entity authentication using biological data H04L9/3231
• CPC Class Codes: H04L 9/3226 using a predetermined code, e.g. password, passphrase or PIN network architectures or network communication protocols for supporting authentication of entities using passwords in a packet data network H04L63/083

Abstract

According to one embodiment, a login page is displayed on a mobile device for logging onto a support center. In response to selecting a first login option, the user is requested to speak a predetermined phrase to a microphone of the mobile device and a first voice stream is captured using a voice recorder of the mobile device. The first voice stream is transmitted to the support center for authentication based on the voice. In response to selecting a second login option, a password is obtained and is transmitted to the support center to for authentication based on the password. Upon having been successfully authenticated by the support center based on at least one of the first and second login options, a communication session is established with a support agent of the support center for support services of a product associated with the user.

Claims

1. A computer-implemented method for authenticating users to obtain services, the method comprising:

displaying a login page on a display by a mobile application of a mobile device associated with a user for logging onto a support center over a network, wherein the login page includes a first login option and a second login option, wherein one of the first login option and the second login option is a primary login option while the other login option is a secondary login option, which have been previously configured by the user of the mobile device as login preferences, and wherein the login preferences are stored in a user profile of the user in the support center during a previous login registration with the support center, and wherein when the login page is displayed, the mobile application is configured to communicate with the support center to retrieve the login preferences and to display the login page in accordance with the login preferences;

in response to a user selection of the first login option,

requesting the user to speak a predetermined phrase to a microphone of the mobile device,

capturing a first voice stream using a voice recorder of the mobile device, the first voice stream representing the predetermined phrase spoken by the user, and

transmitting the first voice stream to the support center, wherein the support center is configured to authenticate the user by matching the first voice stream against a second voice stream previously registered with the support center;

in response to a user selection of the second login option,

prompting the user for entering a password from the login page, and

transmitting the password to the support center to allow the support center to authenticate the user based on the password; and

upon having been successfully authenticated by the support center based on at least one of the first and second login options, establishing a communication session with a support agent associated with the support center for support services of a product associated with the user.

2. The method of claim 1, further comprising:

displaying a third login option on the login page of the mobile device; and

in response to a user selection of the third login option,

requesting the user to face a camera of the mobile device,

capturing a first image of the user using the camera of the mobile device, and

transmitting the first image to the support center, wherein the support center is configured to authenticate the user by matching the first image against a second image previously registered with the support center.

3. The method of claim 1, further comprising:

displaying a fourth login option on the login page of the mobile device; and

in response to a user selection of the fourth login option,

requesting the user to face a camera of the mobile device,

capturing a first video stream of the user using the camera of the mobile device, and

transmitting the first video stream to the support center, wherein the support center is configured to authenticate the user by matching the first video stream against a second video stream previously registered with the support center.

4. The method of claim 1, wherein requesting the user to speak a predetermined phrase to a microphone of the mobile device comprises displaying the predetermined phrase on the mobile device, such that the user can read the predetermined phrase displayed on the mobile device while speaking the predetermined phrase to the microphone.

5. The method of claim 1, wherein the predetermined phrase is a first of a plurality of predetermined phrases that have been registered with the support center previously by the user, and wherein each of the plurality of predetermined phrases is associated with a voice stream reference provided by the user during a registration of the predetermined phrases.

6. The method of claim 5, further comprising:

receiving an authentication failure from the support center in response to the first voice stream;

displaying a second of the plurality of phrases on the mobile device;

requesting the user to speak the second predetermined phrase to the microphone of the mobile device;

capturing a third voice stream using the voice recorder of the mobile device; and

transmitting the third voice stream to the support center, wherein the support center is configured to authenticate the user by matching the third voice stream against a fourth voice stream corresponding to the second predetermined phrase.

7. The method of claim 1, wherein the first login option is a primary login option and the second login option is a secondary login option, which have been previously configured by a user of the mobile device as login preferences.

8. The method of claim 7, wherein the first login option is initially displayed without displaying the second login option, and wherein the second login option is displayed only if the authentication of the first login option fails.

9. The method of claim 7, wherein the first login option is initially displayed without displaying the second login option, and wherein the second login option is displayed only if the authentication of the first login option succeeds.

10. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform a method for authenticating users to obtain services, the method comprising:

displaying a login page on a display by a mobile application of a mobile device associated with a user for logging onto a support center over a network, wherein the login page includes a first login option and a second login option, wherein one of the first login option and the second login option is a primary login option while the other login option is a secondary login option, which have been previously configured by the user of the mobile device as login preferences, and wherein the login preferences are stored in a user profile of the user in the support center during a previous login registration with the support center, and wherein when the login page is displayed, the mobile application is configured to communicate with the support center to retrieve the login preferences and to display the login page in accordance with the login preferences;

in response to a user selection of the first login option,

requesting the user to speak a predetermined phrase to a microphone of the mobile device,

capturing a first voice stream using a voice recorder of the mobile device, the first voice stream representing the predetermined phrase spoken by the user, and

transmitting the first voice stream to the support center, wherein the support center is configured to authenticate the user by matching the first voice stream against a second voice stream previously registered with the support center;

in response to a user selection of the second login option,

prompting the user for entering a password from the login page, and

transmitting the password to the support center to allow the support center to authenticate the user based on the password; and

upon having been successfully authenticated by the support center based on at least one of the first and second login options, establishing a communication session with a support agent associated with the support center for support services of a product associated with the user.

11. The non-transitory machine-readable medium of claim 10, wherein the method further comprises:

displaying a third login option on the login page of the mobile device; and

in response to a user selection of the third login option,

requesting the user to face a camera of the mobile device,

capturing a first image of the user using the camera of the mobile device, and

transmitting the first image to the support center, wherein the support center is configured to authenticate the user by matching the first image against a second image previously registered with the support center.

12. The non-transitory machine-readable medium of claim 10, wherein the method further comprises:

displaying a fourth login option on the login page of the mobile device; and

in response to a user selection of the fourth login option,

requesting the user to face a camera of the mobile device,

capturing a first video stream of the user using the camera of the mobile device, and

transmitting the first video stream to the support center, wherein the support center is configured to authenticate the user by matching the first video stream against a second video stream previously registered with the support center.

13. The non-transitory machine-readable medium of claim 10, wherein requesting the user to speak a predetermined phrase to a microphone of the mobile device comprises displaying the predetermined phrase on the mobile device, such that the user can read the predetermined phrase displayed on the mobile device while speaking the predetermined phrase to the microphone.

14. The non-transitory machine-readable medium of claim 10, wherein the predetermined phrase is a first of a plurality of predetermined phrases that have been registered with the support center previously by the user, and wherein each of the plurality of predetermined phrases is associated with a voice stream reference provided by the user during a registration of the predetermined phrases.

15. The non-transitory machine-readable medium of claim 14, wherein the method further comprises:

receiving an authentication failure from the support center in response to the first voice stream;

displaying a second of the plurality of phrases on the mobile device;

requesting the user to speak the second predetermined phrase to the microphone of the mobile device;

capturing a third voice stream using the voice recorder of the mobile device; and

transmitting the third voice stream to the support center, wherein the support center is configured to authenticate the user by matching the third voice stream against a fourth voice stream corresponding to the second predetermined phrase.

16. A mobile device, comprising:

a processor; and

a memory coupled to the processor for storing instructions, which when executed from the memory, cause the processor to perform a method, the method including

displaying a login page on a display by a mobile application of the mobile device associated with a user for logging onto a support center over a network, wherein the login page includes a first login option and a second login option, wherein one of the first login option and the second login option is a primary login option while the other login option is a secondary login option, which have been previously configured by the user of the mobile device as login preferences, and wherein the login preferences are stored in a user profile of the user in the support center during a previous login registration with the support center, and wherein when the login page is displayed, the mobile application is configured to communicate with the support center to retrieve the login preferences and to display the login page in accordance with the login preferences,

in response to a user selection of the first login option,

requesting the user to speak a predetermined phrase to a microphone of the mobile device,

capturing a first voice stream using a voice recorder of the mobile device, the first voice stream representing the predetermined phrase spoken by the user, and

transmitting the first voice stream to the support center, wherein the support center is configured to authenticate the user by matching the first voice stream against a second voice stream previously registered with the support center,

in response to a user selection of the second login option,

prompting the user for entering a password from the login page, and

transmitting the password to the support center to allow the support center to authenticate the user based on the password, and

upon having been successfully authenticated by the support center based on at least one of the first and second login options, establishing a communication session with a support agent associated with the support center for support services of a product associated with the user.

17. The device of claim 16, wherein the method further comprises:

displaying a third login option on the login page of the mobile device; and

in response to a user selection of the third login option,

requesting the user to face a camera of the mobile device,

capturing a first image of the user using the camera of the mobile device, and

transmitting the first image to the support center, wherein the support center is configured to authenticate the user by matching the first image against a second image previously registered with the support center.

18. The device of claim 16, wherein the method further comprises:

displaying a fourth login option on the login page of the mobile device; and

in response to a user selection of the fourth login option,

requesting the user to face a camera of the mobile device,

capturing a first video stream of the user using the camera of the mobile device, and

transmitting the first video stream to the support center, wherein the support center is configured to authenticate the user by matching the first video stream against a second video stream previously registered with the support center.

19. The device of claim 16, wherein requesting the user to speak a predetermined phrase to a microphone of the mobile device comprises displaying the predetermined phrase on the mobile device, such that the user can read the predetermined phrase displayed on the mobile device while speaking the predetermined phrase to the microphone.

20. The device of claim 16, wherein the predetermined phrase is a first of a plurality of predetermined phrases that have been registered with the support center previously by the user, and wherein each of the plurality of predetermined phrases is associated with a voice stream reference provided by the user during a registration of the predetermined phrases.

21. The device of claim 20, wherein the method further comprises:

receiving an authentication failure from the support center in response to the first voice stream;

displaying a second of the plurality of phrases on the mobile device;

requesting the user to speak the second predetermined phrase to the microphone of the mobile device;

capturing a third voice stream using the voice recorder of the mobile device; and

transmitting the third voice stream to the support center, wherein the support center is configured to authenticate the user by matching the third voice stream against a fourth voice stream corresponding to the second predetermined phrase.