Using a speech analytics system to control a secure audio bridge during a payment transaction
First Claim
1. A system for facilitating a remote party communicating sensitive financial information through a contact center without an agent of the contact center hearing the sensitive financial information, comprising:
- a call handler configured for engaging the remote party with the agent in a voice call, the call handler further comprising a first processor configured to;
cause a first call leg to a bank card payment processing system (“
BCPPS”
) to be bridged onto the voice call, the first call leg conveying sensitive financial information in audio form from the remote party,cause a second call leg to a speech analytics module (“
SAM”
) to be bridged onto the voice call, whereby the SAM is able to receive audio information from the BCPPS,cause audio of the voice call to the agent to be interrupted, whereby the agent is unable to receive audio information conveying the sensitive financial information from the remote party, andcause the audio of the voice call to the agent to be restored in response to receiving a message from an application specific module (“
ASM”
) indicating the BCPPS has processed the sensitive financial information conveyed from the remote party; and
the ASM comprising a second processor configured to;
receive a speech-related event notification originating from the SAM indicating the BCPPS has processed the sensitive financial information, andsend the message to the first processor causing the audio of the voice call to the agent to be restored.
9 Assignments
0 Petitions
Accused Products
Abstract
An architecture and process flow for a contact center that receives payments prevents the agent from hearing sensitive financial information during the payment transaction. During a call with a remote party, the agent determines an appropriate time to bridge on a bank card payment processing system to receive and process a payment. Audio of the call to the agent is then interrupted so as to avoid the agent hearing any sensitive financial information provided by the remote party. A speech analytics system (“SAS”) is bridged onto the call and monitors the payment transaction. The SAS provides status indications displayed to the agent so that the agent is able to monitor the progression of the payment transaction without hearing the contents of the call. The SAS determines when the payment transaction has completed and causes the agent audio to be restored.
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Citations
20 Claims
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1. A system for facilitating a remote party communicating sensitive financial information through a contact center without an agent of the contact center hearing the sensitive financial information, comprising:
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a call handler configured for engaging the remote party with the agent in a voice call, the call handler further comprising a first processor configured to; cause a first call leg to a bank card payment processing system (“
BCPPS”
) to be bridged onto the voice call, the first call leg conveying sensitive financial information in audio form from the remote party,cause a second call leg to a speech analytics module (“
SAM”
) to be bridged onto the voice call, whereby the SAM is able to receive audio information from the BCPPS,cause audio of the voice call to the agent to be interrupted, whereby the agent is unable to receive audio information conveying the sensitive financial information from the remote party, and cause the audio of the voice call to the agent to be restored in response to receiving a message from an application specific module (“
ASM”
) indicating the BCPPS has processed the sensitive financial information conveyed from the remote party; andthe ASM comprising a second processor configured to; receive a speech-related event notification originating from the SAM indicating the BCPPS has processed the sensitive financial information, and send the message to the first processor causing the audio of the voice call to the agent to be restored. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A non-transitory computer readable medium comprising instructions that when executed by a processor cause the processor to:
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interrupt audio on a voice call from a remote party and an agent, prior to the remote party conveying sensitive financial information to a bank card payment processing system (“
BCPPS”
) connected to the voice call, whereby the agent cannot hear the remote party;receive a call-related event notification from a speech analytics system (“
SAS”
) processing audio from the BCPPS, wherein the call-related event notification reports the BCPPS indicating to the remote party completion of processing the sensitive financial information by the BCPPS;display an icon on a display of a computer used by the agent, the icon indicating a payment was successfully processed by the BCPPS; and restore the audio from the remote party on the voice call to the agent whereby the agent can hear the remote party. - View Dependent Claims (10, 11, 12, 13)
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14. A method for a contact center to facilitate a remote party communicating sensitive financial information through the contact center without an agent of the contact center hearing the sensitive financial information, comprising:
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engaging the remote party in a voice call using a call handler with the agent, wherein a bank card payment processing system (“
BCPPS”
) is bridged onto the voice call for processing sensitive financial information provided by the remote party, anda speech analytics system (“
SAS”
) is bridged onto the voice call for processing audio from the BCPPS;interrupting audio of the voice call to the agent prior to the remote party providing the sensitive financial information so that the sensitive financial information cannot be heard by the agent; providing the sensitive financial information from the call handler to the BCPPS; determining by the SAS when the sensitive financial information has been processed by the BCPPS by monitoring the audio from the BCPPS; and in response to determining the payment has been processed, causing the audio of the voice call to be restored so that the agent can hear the audio of the remote party. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification