Systems and methods for customer authentication and determination of relevant services

• US 9,904,920 B1
• Filed: 12/21/2016
• Issued: 02/27/2018
• Est. Priority Date: 09/16/2014
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Lindley, Jason W., Griffin, Jr., Donald H.
• Primary Examiner(s): Nguyen, Quynh
• Application Number:
  US15/386,590
• Time in Patent Office: 433 Days
• Field of Search: 37926501, 37926601, 379309
• CPC Class Codes: G06Q 20/4014 Identity check for transactions
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• CPC Class Codes: H04M 2203/6054 Biometric subscriber identification
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A computer-implemented method and system for authenticating identification of a customer during interaction with a company representative. Data is received and stored relating to the customer at a computer. The data includes one or more identification attributes associated with the customer and one or more authentication data attributes associated with the customer. An interaction is commenced between the customer and the company representative. Captured is one or more identification attributes and authentication data attributes relating to customer from the interaction between the customer and the company representative. The customer is identified by matching a captured identification attribute with a stored identification attribute. The customer is authenticated by matching a captured authentication data attribute with a like stored authentication data attribute associated with the identified customer.

Claims

1. A computer-implemented method for enhancing verification of a customer during a conversation between a customer and a customer service representative of a company comprising the steps of:

receiving and storing data related to the customer at a computer operated by the company, wherein the data includes a customer name, a customer address, a customer number, and at least one authentication field for at least one authentication parameter of the customer;

commencing a first telephonic interaction between the customer and the customer service representative;

capturing first authentication data from the first telephonic interaction and storing the first authentication data in the at least one authentication field;

commencing a second telephonic interaction between the customer and the customer service representative;

displaying at least a part of the data on a workstation of the customer service representative as part of a plurality of screens based upon the customer providing at least one of the customer name, the customer address, and the customer number;

capturing second authentication data from the second telephonic interaction;

performing enhanced authentication without interrupting the second telephonic interaction by comparing the first and second authentication data;

determining local events based upon an address of the customer;

displaying the local events on at least one of the plurality of screens for the customer service representative to discuss with the customer;

entering a personal event related to the customer acquired during discussion with the customer;

determining and displaying at least one product or service for the customer service representative to discuss purchasing with the customer based on the personal event;

updating the data based upon the second telephonic interaction; and

revising the screens based on the updated data.

2. The computer-implemented method as recited in claim 1, wherein the first and second authentication data used to authenticate the customer is a voice sample.

3. The computer-implemented method as recited in claim 1, wherein the first and second authentication data used to authenticate the customer is a caller ID.

4. The computer-implemented method as recited in claim 1, wherein the first and second authentication data used to authenticate the customer is hardware specific data related to a mobile device associated with the customer.

5. The computer-implemented method as recited in claim 1, wherein the first and second authentication data used to authenticate the customer is a Media Access Control (MAC) address.

6. The computer-implemented method of claim 1, wherein the computer is operated by the company.

7. The computer-implemented method of claim 1, wherein the at least one authentication parameter is selected from the group consisting of a voice sample, a caller identification number, hardware-specific data related to a mobile device associated with the customer, and a media access control address.

8. The computer-implemented method of claim 1, wherein the at least one authentication parameter is a plurality of parameters such that upon failure of a first enhanced authentication attempt, a predetermined number of repeat attempts are attempted and if the enhanced authentication attempts are unsuccessful, a subsequent lower priority authentication parameter is selected and attempted until enhanced authentication is successful or all of the parameters have been exhausted.

9. A system comprising:

one or more computers; and

one or more computer-readable storage devices storing instructions that, when executed by the one or more computers, cause the one or more computers to perform operations comprising;

receiving and storing data related to a customer, wherein the data includes a customer name, a customer address, a customer number, and at least one authentication field for at least one authentication parameter of the customer;

commencing a first telephonic interaction between the customer and a customer service representative of a company;

capturing first authentication data from the first telephonic interaction and storing the first authentication data in the at least one authentication field;

commencing a second telephonic interaction between the customer and the customer service representative;

displaying at least a part of the data on a workstation of the customer service representative as part of a plurality of screens based upon the customer providing at least one of the customer name, the customer address, and the customer number;

capturing second authentication data from the second telephonic interaction;

performing enhanced authentication without interrupting the second telephonic interaction by comparing the first and second authentication data;

determining local events based upon an address of the customer;

displaying the local events on at least one of the plurality of screens for the customer service representative to discuss with the customer;

entering a personal event related to the customer acquired during discussion with the customer;

determining and displaying at least one product or service for the customer service representative to discuss purchasing with the customer based on the personal event;

updating the data based upon the second telephonic interaction; and

revising the screens based on the updated data.

10. The system of claim 9, wherein the first and second authentication data used to authenticate the customer is a voice sample.

11. The system of claim 9, wherein the first and second authentication data used to authenticate the customer is a caller ID.

12. The system of claim 9, wherein the first and second authentication data used to authenticate the customer is hardware specific data related to a mobile device associated with the customer.

13. The system of claim 9, wherein the first and second authentication data used to authenticate the customer is a Media Access Control (MAC) address.

14. The system of claim 9, wherein the one or more computers are operated by the company.

15. The system of claim 9, wherein the at least one authentication parameter is selected from the group consisting of a voice sample, a caller identification number, hardware-specific data related to a mobile device associated with the customer, and a media access control address.

16. The system of claim 9, wherein the at least one authentication parameter is a plurality of parameters such that upon failure of a first enhanced authentication attempt, a predetermined number of repeat attempts are attempted and if the enhanced authentication attempts are unsuccessful, a subsequent lower priority authentication parameter is selected and attempted until enhanced authentication is successful or all of the parameters have been exhausted.

17. One or more non-transitory computer-readable media storing instructions that, when executed by one or more computers, cause the one or more computers to perform operations comprising:

receiving and storing data related to a customer, wherein the data includes a customer name, a customer address, a customer number, and at least one authentication field for at least one authentication parameter of the customer;

commencing a first telephonic interaction between the customer and a customer service representative of a company;

capturing first authentication data from the first telephonic interaction and storing the first authentication data in the at least one authentication field;

commencing a second telephonic interaction between the customer and the customer service representative;

displaying at least a part of the data on a workstation of the customer service representative as part of a plurality of screens based upon the customer providing at least one of the customer name, the customer address, and the customer number;

capturing second authentication data from the second telephonic interaction;

performing enhanced authentication without interrupting the second telephonic interaction by comparing the first and second authentication data;

determining local events based upon an address of the customer;

displaying the local events on at least one of the plurality of screens for the customer service representative to discuss with the customer;

entering a personal event related to the customer acquired during discussion with the customer;

determining and displaying at least one product or service for the customer service representative to discuss purchasing with the customer based on the personal event;

updating the data based upon the second telephonic interaction; and

revising the screens based on the updated data.

18. The one or more non-transitory computer-readable media storing the instructions of claim 17, wherein the first and second authentication data used to authenticate the customer is hardware specific data related to a mobile device associated with the customer.

19. The one or more non-transitory computer-readable media storing the instructions of claim 17, wherein the at least one authentication parameter is selected from the group consisting of a voice sample, a caller identification number, hardware-specific data related to a mobile device associated with the customer, and a media access control address.

20. The one or more non-transitory computer-readable media storing the instructions of claim 17, wherein the at least one authentication parameter is a plurality of parameters such that upon failure of a first enhanced authentication attempt, a predetermined number of repeat attempts are attempted and if the enhanced authentication attempts are unsuccessful, a subsequent lower priority authentication parameter is selected and attempted until enhanced authentication is successful or all of the parameters have been exhausted.