Protecting sensitive information provided by a party to a contact center
First Claim
1. A system comprising:
- a three-way bridge connected to a call between a remote party and an agent; and
an interactive voice response (“
IVR”
) unit, wherein the IVR unit is bridged onto the call via the three-way bridge and is configured to;
determine whether a first announcement to be played to the remote party by the IVR unit conveys a first piece of sensitive information, andcontrol the three-way bridge so that the first piece of sensitive information is not conveyed to the agent upon determining the first announcement conveys the first piece of sensitive information.
10 Assignments
0 Petitions
Accused Products
Abstract
In one embodiment, a secure mechanism operates in conjunction with a three-way bridge in a contact center to protect against inadvertent exposure of sensitive information provided during a call. During the call, an agent may bridge on an interactive voice response system (“IVR”) onto the call prompting the party to enter sensitive information, such as a credit card account number, to effect a payment. The information may be provided by the party using dual-tone multiple frequency (“DTMF”) tones or speech. The IVR may provide a confirmatory announcement indicating the sensitive information received. A switch may be controlled by the IVR so that any sensitive information expected from the party or provided by the IVR in a confirmatory announcement is not presented to the agent or to a recording system. In this manner, the IVR suppresses the exposure of sensitive information to the agent and/or a recording system.
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Citations
14 Claims
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1. A system comprising:
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a three-way bridge connected to a call between a remote party and an agent; and an interactive voice response (“
IVR”
) unit, wherein the IVR unit is bridged onto the call via the three-way bridge and is configured to;determine whether a first announcement to be played to the remote party by the IVR unit conveys a first piece of sensitive information, and control the three-way bridge so that the first piece of sensitive information is not conveyed to the agent upon determining the first announcement conveys the first piece of sensitive information. - View Dependent Claims (2, 3, 4, 5)
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6. A method for controlling a three-way bridge connecting a call between a remote party, an agent, and an interactive voice response (“
- IVR”
) unit, the method comprising;retrieving by the IVR unit a first announcement to be provided to the remote party by the IVR unit; controlling the three-way bridge by the IVR unit to prevent at least a portion of the first announcement comprising a first piece of sensitive information to be conveyed to the agent upon determining the first announcement conveys the first piece of sensitive information; and providing the first announcement to the remote party. - View Dependent Claims (7, 8, 9, 10)
- IVR”
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11. A non-transitory, computer-readable medium comprising instructions that when executed by a computer processor cause the computer processor to:
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bridge onto a call between a remote party and an agent; retrieve a first announcement to be provided to the remote party; control a switch to prevent at least a portion of the first announcement comprising a first piece of sensitive information to be conveyed to the agent upon determining the first announcement conveys the first piece of sensitive information; and provide the first announcement to the remote party. - View Dependent Claims (12, 13, 14)
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Specification