Securely and efficiently transferring sensitive information via a telephone

• US 9,871,920 B1
• Filed: 08/07/2017
• Issued: 01/16/2018
• Est. Priority Date: 08/15/2013
• Status: Active Grant

• Current Assignee: Teleperformance SE
• Original Assignee: Teleperformance SE
• Inventors: Truitt, Alan, Mudaliar, Dev
• Primary Examiner(s): Airapetian, Mila
• Application Number:
  US15/670,849
• Publication Number:
  US 20170374199A1
• Time in Patent Office: 162 Days
• Field of Search: 705 261
• CPC Class Codes: G06Q 20/102 Bill distribution or payments
• CPC Class Codes: G06Q 20/305 using wired telephone networks
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/083 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 63/102 Entity profiles
• CPC Class Codes: H04M 2203/1058 Shopping and product ordering
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

An apparatus includes a communications module that establishes a verbal communication between an automated attendant of a company and a customer through an electronic device in the possession of the customer. An identification module receives an identifier that alerts the automated attendant and/or a computer system of the company that the customer has a customer profile stored electronically. The customer profile includes information to identify the customer. The identifier is received in conjunction with the verbal communication, and includes an electronic data signal. The customer profile is stored previous to the verbal communication. An ID confirmation module receives an identification confirmation in response to identifying information input by the customer matching the information to identify the customer in the customer profile. The identity of the customer is confirmed electronically. A notification module sends a message to the automated attendant indicating that the ID confirmation module received the identification confirmation.

Claims

1. An apparatus comprising:

a communications module that establishes a verbal communication between an automated attendant of a company and a customer through an electronic device in the possession of the customer;

an identification module that receives an identifier, the identifier alerting one or more of the automated attendant and a computer system of the company that the customer has a customer profile stored electronically, the customer profile comprising information to identify the customer, the identifier received in conjunction with the verbal communication, the customer profile stored previous to the verbal communication, the identifier comprising an electronic data signal;

an ID confirmation module that receives an identification confirmation in response to identifying information input by the customer matching the information to identify the customer in the customer profile, the identity of the customer being confirmed electronically; and

a notification module that sends a message to the automated attendant indicating that the ID confirmation module received the identification confirmation,

wherein at least a portion of said modules comprise one or more of hardware and executable code, the executable code stored on one or more non-transitory, tangible computer readable storage media.

2. The apparatus of claim 1, further comprising:

a profile permission module that receives electronic access to the customer profile, the customer profile comprising identifying information of the customer, wherein the profile permission module receives electronic access to the customer profile after the ID confirmation module receives the identification confirmation; and

a profile access module that accesses the customer profile to transmit information from the customer profile to the computer system of the company over a computer network.

3. The apparatus of claim 2, wherein the customer profile is stored electronically in a computer system external to a computer system available to the company and to the automated attendant.

4. The apparatus of claim 1, wherein the communications module establishes a data connection, in conjunction with the verbal communication, between the company and the customer.

5. The apparatus of claim 1, wherein the identifying information stored in the customer profile comprises one or more of a password and biometric information and wherein the identifying information input by the customer is input through the electronic device using one or more of a camera of the electronic device, a biometric reader of the electronic device, a microphone of the electronic device and a keyboard of the electronic device.

6. The apparatus of claim 1, wherein the customer profile is stored via a server separate from the electronic device of the customer and the computer system of the company and wherein the server sends the identification confirmation received by the ID confirmation module.

7. The apparatus of claim 1, wherein an ID request module sends a request to the customer to provide the identifying information by one or more of:

sending an electronic message to the electronic device; and

transmitting a voice prompt of the automated attendant.

8. The apparatus of claim 1, wherein the customer profile is stored by a computer system of the company.

9. The apparatus of claim 1, further comprising a registration module that receives and stores information in the customer profile of the customer, the registration module receiving and storing the information in the customer profile in a transaction unrelated to the verbal communication.

10. The apparatus of claim 1, wherein the customer profile of the customer comprises one or more of a shipping address, a residential address, a business address, a phone number, a fax number, an email address, a birth date, a social security number, healthcare information, a finger print, a retina scan, a voice print, a password, a user name, a preference, family information, security question information and financial information of the customer.

11. The apparatus of claim 1, further comprising:

an ID comparison module that compares the identifying information input by the customer with the information to identify the customer in the customer profile in an electronic process; and

an ID confirmation transmit module that transmits an identification confirmation to the computer system of the company in response to the identifying information input by the customer matching the information to identify the customer in the customer profile.

12. The apparatus of claim 1, wherein the customer profile comprises billing information sufficient for the company to process a charge for an order of one or more of a service and merchandise offered by the company, the apparatus further comprising a transaction module that processes the charge using the billing information in response to a customer approval of the order.

13. A method comprising:

establishing a verbal communication between an automated attendant of a company and a customer through an electronic device of the customer;

receiving an identifier, the identifier alerting one or more of the automated attendant and a computer system of the company that the customer has a customer profile stored electronically, the customer profile comprising information to identify the customer, the identifier received in conjunction with the verbal communication, the customer profile stored previous to the verbal communication, the identifier comprising an electronic data signal;

receiving an identification confirmation in response to identifying information input by the customer matching the information to identify the customer in the customer profile, the identity of the customer being confirmed electronically; and

sending a message to the automated attendant indicating that the identification confirmation has been received.

14. The method of claim 13, further comprising:

receiving electronic access to the customer profile, the customer profile comprising personal information of the customer, wherein receiving electronic access to the customer profile is in response to receiving the identification confirmation; and

accessing the customer profile to transmit information from the customer profile to the computer system of the company over a network.

15. The method of claim 13, wherein the identifying information stored in the customer profile comprises one or more of a password and biometric information and wherein the identifying information input by the customer is input through the electronic device using one or more of a camera of the electronic device, a biometric reader of the electronic device, a microphone of the electronic device, and a keyboard of the electronic device.

16. The method of claim 13, wherein the customer profile is stored electronically in a computer system external to a computer system available to the company.

17. The method of claim 13, further comprising receiving and storing information in the customer profile of the customer, wherein receiving and storing the information in the customer profile comprises a transaction unrelated to the verbal communication.

18. The method of claim 13, wherein the customer profile is stored by a computer system of the company.

19. The method of claim 13, wherein the customer profile comprises billing information sufficient for the company to process a charge for an order of one or more of a service and merchandise offered by the company, the method further comprising processing the charge using the billing information in response to a customer approval of the order.