Trust-interactive communication applications

• US 9,628,463 B2
• Filed: 01/07/2015
• Issued: 04/18/2017
• Est. Priority Date: 12/31/2007
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert Willi Artur, Perlmutter, S. Michael, Galvin, Brian
• Primary Examiner(s): Whipple, Brian
• Application Number:
  US14/591,890
• Publication Number:
  US 20150121460A1
• Time in Patent Office: 832 Days
• Field of Search: None
• CPC Class Codes: G06F 21/30 Authentication, i.e. establishing the identity or authorisation of security principals
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: H04L 12/1818 Conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to attend a conference, booking network resources, notifying involved parties
• CPC Class Codes: H04L 45/306 Route determination based on the nature of the carried application
• CPC Class Codes: H04L 45/64 using an overlay routing layer
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 63/04 for providing a confidential data exchange among entities communicating through data packet networks
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/0823 using certificates cryptographic mechanisms or cryptographic arrangements for entity authentication involving certificates H04L9/3263
• CPC Class Codes: H04L 63/105 Multiple levels of security
• CPC Class Codes: H04L 63/20 for managing network security; network security policies in general filtering policies H04L63/0227
• CPC Class Codes: H04L 63/205 involving negotiation or determination of the one or more network security mechanisms to be used, e.g. by negotiation between the client and the server or between peers or by selection according to the capabilities of the entities involved negotiation of communication capabilities H04L69/24
• CPC Class Codes: H04L 65/4038 with floor control
• CPC Class Codes: H04L 9/321 involving a third party or a trusted authority
• CPC Class Codes: H04L 9/3263 involving certificates, e.g. public key certificate [PKC] or attribute certificate [AC]; Public key infrastructure [PKI] arrangements network architectures or network communication protocols for supporting authentication of entities using certificates in a packet data network H04L63/0823
• CPC Class Codes: H04N 7/15 Conference systems
• CPC Class Codes: H04W 12/02 Protecting privacy or anonymity, e.g. protecting personally identifiable information [PII]

Abstract

A communication software module executing on a computerized appliance from a machine-readable medium includes functionality enabling a user to direct a communication event to a particular destination by an address of the destination, functionality for transmitting the destination address to a remote trust authority, functionality for initiating the communication event, and functionality for receiving trust information from the remote trust authority, the trust information associated with an enterprise or a person associated with the destination address. Various communication modules are provided, such as email clients, instant messaging systems, chat systems, and voice communication systems.

Claims

1. A communication system, comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

receive information relating to an attribute of an entity associated with a contact center;

store the information in the memory;

detect a communication between a user and the contact center;

determine a current level of trustworthiness of the communication;

provide, to the user'"'"'s device, an indicia indicative of the current level of trustworthiness;

receive, from a user'"'"'s device, an indication of a preference relating to the attribute;

monitor the communication for a trigger activity;

update the current level of trustworthiness of the communication in response to detecting the trigger activity, wherein the update is indicative as to whether the preference has been satisfied; and

provide, to the user'"'"'s device during the communication, an updated indicia indicative of the updated current level of trustworthiness.

2. The communication system of claim 1, wherein the entity comprises a contact center agent.

3. The communication system of claim 2, wherein the preference relating to the attribute comprises a desired skill level of the contact center agent.

4. The communication system of claim 2, wherein the preference relating to the attribute comprises a certification obtained by the contact center agent.

5. The communication system of claim 2, wherein the preference relating to the attribute comprises a location of the contact center agent.

6. The communication system of claim 1, further comprising providing an interface to the user'"'"'s device for selecting the preference.

7. The communication system of claim 1, wherein the preference further comprises a black list indicating a desire to not route the communication to specific agents.

8. The communication system of claim 1, wherein the preference further comprises a white list indicating a desire to route the communication to a specific agent if the specific agent is available.

9. The communication system of claim 1, wherein the instructions further cause the processor to route the communication to the entity based on the attribute of the entity satisfying the preference.

10. The communication system of claim 1, wherein the indicia is an audio or graphical display indicating a level of trustworthiness.

11. The system of claim 1, wherein the trigger activity is identification of the agent for routing the communication to the agent.

12. A method for indicating trust in a communication, the method comprising:

receiving information relating to an attribute of an entity;

storing the information in a memory;

detecting a communication between a user and the contact center;

determining a current level of trustworthiness of the communication;

providing, to the user'"'"'s device, an indicia indicative of the current level of trustworthiness;

receiving, from a user'"'"'s device, an indication of a preference relating to the attribute;

monitoring the communication for a trigger activity;

updating the current level of trustworthiness of the communication in response to detecting the trigger activity, wherein the update is indicative as to whether the preference has been satisfied; and

providing, to the user'"'"'s device during the communication, an updated indicia indicative of the updated current level of trustworthiness.

13. The method of claim 12, wherein the entity comprises a contact center agent.

14. The method of claim 13, wherein the preference relating to the attribute comprises a desired skill level of the contact center agent.

15. The method of claim 13, wherein the preference relating to the attribute comprises a certification obtained by the contact center agent.

16. The method of claim 13, wherein the preference relating to the attribute comprises a location of the contact center agent.

17. The method of claim 12, further comprising providing an interface to the user'"'"'s device for selecting the preference.

18. The method of claim 12, wherein the preference further comprises a black list indicating a desire to not route the communication to specific agents.

19. The method of claim 12 further comprising routing the communication to the entity based on the attribute of the entity satisfying the preference.

20. The method of claim 12, wherein providing feedback to the user'"'"'s device further comprises providing an audio or graphical display indicating a level of trustworthiness.