Systems and methods for authenticating a caller at a call center
First Claim
1. A computer system for authenticating the identity of a caller, the computer system including at least one processor in communication with at least one memory device, the at least one processor is programmed to:
- receive a phone call from a caller, wherein the phone call is initiated through an application on a remote computer device associated with the caller, wherein the phone call includes one or more phone authentication credentials;
determine a preliminary identity of the caller based upon the one or more phone authentication credentials;
receive online authentication credentials from the application on the remote computer device;
determine a confirmed identity of the caller based, at least in part, upon the one or more online credentials and the preliminary identity of the caller; and
transfer the confirmed identity of the caller to a computer device associated with a user answering the phone call to facilitate caller identity authentication, wherein the computer device is configured to display the confirmed identity of the caller to the user.
6 Assignments
0 Petitions
Accused Products
Abstract
A system for authenticating the identity of a caller (i) receives a phone call from a caller, where the phone call is initiated through an application on a remote computer device associated with the caller, and where the phone call includes one or more phone authentication credentials; (ii) determines a preliminary identity of the caller based upon the one or more phone authentication credentials; (iii) receives online authentication credentials from the application on the remote computer device; (iv) determines a confirmed identity of the caller based, at least in part, upon the one or more online credentials and the preliminary identity of the caller; and (v) displays the confirmed identity of the caller to a user answering the phone call. As a result, the user and/or the system do not need to perform additional authentication before providing service to the caller.
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Citations
20 Claims
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1. A computer system for authenticating the identity of a caller, the computer system including at least one processor in communication with at least one memory device, the at least one processor is programmed to:
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receive a phone call from a caller, wherein the phone call is initiated through an application on a remote computer device associated with the caller, wherein the phone call includes one or more phone authentication credentials; determine a preliminary identity of the caller based upon the one or more phone authentication credentials; receive online authentication credentials from the application on the remote computer device; determine a confirmed identity of the caller based, at least in part, upon the one or more online credentials and the preliminary identity of the caller; and transfer the confirmed identity of the caller to a computer device associated with a user answering the phone call to facilitate caller identity authentication, wherein the computer device is configured to display the confirmed identity of the caller to the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A computer-based method for authenticating the identity of a caller, the method implemented on a call authenticating (“
- CA”
) server including at least one processor in communication with at least one memory device, the method comprising;receiving, at the CA server, a phone call from a caller, wherein the phone call is initiated through an application on a remote computer device associated with the caller, wherein the phone call includes one or more phone authentication credentials; determining, by the CA server, a preliminary identity of the caller based upon the one or more phone authentication credentials; receiving, at the CA server, online authentication credentials from the application on the remote computer device; determining, by the CA server, a confirmed identity of the caller based, at least in part, upon the one or more online credentials and the preliminary identity of the caller; and transferring the confirmed identity of the caller to a computer device associated with a user answering the phone call to facilitate caller identity authentication, wherein the computer device is configured to display the confirmed identity of the caller to the user. - View Dependent Claims (19, 20)
- CA”
Specification