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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
First Claim
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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.

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