Client for securely and efficiently transferring sensitive information via a telephone

• US 9,984,375 B2
• Filed: 02/25/2015
• Issued: 05/29/2018
• 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:
  US14/631,716
• Publication Number:
  US 20150170155A1
• Time in Patent Office: 1,189 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 30/04 Billing or invoicing
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders

Abstract

An apparatus includes a communications module that establishes a telephonic connection between a customer service representative of a company and a customer. An identification send module sends an identifier that alerts the customer service representative that the customer has a customer profile that includes information to identify the customer. An ID request receiver module receives a request to provide identifying information via the electronic device and displays the request to the customer. An ID input module receives the identifying information from the customer and masks the identifying information from the customer service representative. An ID comparison module compares the identifying information input by the customer with the information in the customer profile. An ID confirmation transmit module 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.

Claims

1. An apparatus comprising:

a communications module that establishes a telephonic connection between a customer service representative of a company and a customer through an electronic device of the customer;

an identification send module that sends an identifier, the identifier alerting one or more of the customer service representative and a computer system of the company that the customer has a customer profile, the customer profile comprising information to identify the customer, the identifier received in conjunction with the telephonic connection, the customer profile stored previous to the telephonic connection;

an ID request receiver module that receives a request from one or more of the customer service representative and the computer system of the company to provide identifying information via the electronic device of the customer and that displays the request to the customer via the electronic device;

an ID input module that receives the identifying information from the customer through the electronic device using an electronic, non-verbal technique;

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

wherein at least a portion of said modules comprise one or more of hardware circuits, a programmable hardware device and a processor executing code.

2. The apparatus of claim 1, further comprising:

a profile permission transmit module that provides electronic access to the customer profile, the customer profile comprising personal information of the customer, the customer profile stored electronically in a computer system external to a computer system available to the company and to the customer service representative, wherein the profile permission transmit module provides electronic access to the customer profile after the ID confirmation transmit module transmits the identification confirmation,

wherein the computer system of the company accesses the customer profile to transmit information from the customer profile to the computer system of the company over a network, wherein the transmitted information of the customer profile is unavailable for viewing by the customer service representative.

3. The apparatus of claim 2, further comprising an information limit module that limits which information in the customer profile is accessible by the computer system of the company.

4. The apparatus of claim 3, wherein the information limit module receives, from the customer, selections of which information in the customer profile is accessible by the computer system of the company.

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, 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 to the computer system of the customer service representative.

7. The apparatus of claim 1, wherein at least a portion of said modules comprise at least a part of an application running on the electronic device of the customer.

8. 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 telephonic connection.

9. The apparatus of claim 1, wherein information passed among the company, the customer, and third-parties comprises one or more tokens, wherein one or more of the identifier and the information from the customer profile are transmitted using one or more tokens.

10. The apparatus of claim 1, wherein at least a portion of the identifying information input by the customer through the electronic device is masked from the customer service representative.

11. A method comprising:

establishing a telephonic connection between a customer service representative of a company and a customer through an electronic device of the customer;

sending an identifier, the identifier alerting one or more of the customer service representative and a computer system of the company that the customer has a customer profile, the customer profile comprising information to identify the customer, the identifier received in conjunction with the telephonic connection, the customer profile stored previous to the telephonic connection;

receiving a request from one or more of the customer service representative and the computer system of the company to provide identifying information via the electronic device of the customer and displaying the request to the customer via the electronic device;

receiving the identifying information through the electronic device from the customer using an electronic, non-verbal technique;

comparing the identifying information input by the customer with the information to identify the customer in the customer profile; and

transmitting 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 method of claim 11, further comprising:

providing electronic access to the customer profile, the customer profile comprising personal information of the customer, the customer profile stored electronically in a computer system external to a computer system available to the company and to the customer service representative, wherein providing electronic access to the customer profile is in response to transmitting the identification confirmation,

wherein the computer system of the company accesses the customer profile to transmit information from the customer profile to the computer system of the company over a network, wherein the transmitted information of the customer profile is unavailable for viewing by the customer service representative.

13. The method of claim 11, further comprising limiting which information in the customer profile is accessible by the computer system of the company.

14. The method of claim 13, further comprising receiving, from the customer, selections of which information in the customer profile is accessible by the computer system of the company.

15. The method of claim 11, further comprising receiving and storing information in the customer profile of the customer in a transaction unrelated to the telephonic connection.

16. A computer program product comprising a non-transitory computer readable storage medium having program code embodied therein, the program code executable by a processor for:

establishing a telephonic connection between a customer service representative of a company and a customer through an electronic device of the customer;

sending an identifier, the identifier alerting one or more of the customer service representative and a computer system of the company that the customer has a customer profile, the customer profile comprising information to identify the customer, the identifier received in conjunction with the telephonic connection, the customer profile stored previous to the telephonic connection;

receiving a request from one or more of the customer service representative and the computer system of the company to provide identifying information via the electronic device of the customer and that displays the request to the customer via the electronic device;

receiving the identifying information from the customer through the electronic device using an electronic, non-verbal technique;

comparing the identifying information input by the customer with the information to identify the customer in the customer profile; and

transmitting 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.

17. The computer program product of claim 16, further comprising program code executable by a processor for:

providing electronic access to the customer profile, the customer profile comprising personal information of the customer, the customer profile stored electronically in a computer system external to a computer system available to the company and to the customer service representative, wherein providing electronic access to the customer profile comprises providing electronic access to the customer profile after transmitting the identification confirmation,

wherein the computer system of the company accesses the customer profile to transmit information from the customer profile to the computer system of the company over a network, wherein the transmitted information of the customer profile is unavailable for viewing by the customer service representative.

18. The computer program product of claim 16, 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, and a keyboard of the electronic device.

19. The computer program product of claim 16, 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 to the computer system of the customer service representative.

20. The computer program product of claim 16, further comprising program code executable by a processor for receiving and storing information in the customer profile of the customer, wherein receiving and storing the information comprises receiving and storing the information in the customer profile in a transaction unrelated to the telephonic connection.