Securely and efficiently transferring sensitive information via a telephone

• US 9,992,337 B2
• Filed: 02/25/2015
• Issued: 06/05/2018
• 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:
  US14/631,679
• Publication Number:
  US 20150172257A1
• Time in Patent Office: 1,196 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 telephonic connection between a customer service representative of a company and a customer through an electronic device. An identification module receives an identifier that alerts the customer service representative and/or a computer system of the company that the customer has a customer profile that includes information to identify the customer. The identifier is received in conjunction with the telephonic connection. The customer profile is stored previous to the telephonic connection. An ID request module sends a request to the customer to provide identifying information via the electronic device of the customer. The identifying information is input to the electronic device by the customer using an electronic, non-verbal technique. An ID confirmation module receives an identification confirmation 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;

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 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.

2. The apparatus of claim 1, further comprising:

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 through the electronic device from the customer 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 the profile permission transmit module provides electronic access to the customer profile after the ID confirmation transmit module transmits the identification confirmation, and

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.

3. 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.

4. The apparatus of claim 1, further comprising an information limit module that limits which information in the customer profile is accessible by the computer system of the company.

5. The apparatus of claim 2, 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.