Customer communication system

• US 11,228,906 B2
• Filed: 07/14/2015
• Issued: 01/18/2022
• Est. Priority Date: 07/14/2015
• Status: Active Grant

• Current Assignee: Ujet, Inc.
• Original Assignee: Ujet, Inc.
• Inventors: Janefalkar, Anand
• Primary Examiner(s): Hirl, Joseph P
• Assistant Examiner(s): Truvan, Leynna
• Application Number:
  US14/798,468
• Publication Number:
  US 20170019784A1
• Time in Patent Office: 2,380 Days
• CPC Class Codes: H04W 12/06 Authentication

Abstract

A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier.

Claims

1. An access device comprising:

a phone, a tablet, or a personal computer, wherein the phone, tablet, or personal computer includes each of

a display;

a user input;

an input/output configured to initiate communication to a customer relationship management system;

an authentication agent configured to receive an authentication request from a customer relationship management system and to automatically provide digital identification data to a gatekeeper in response to the authentication request, wherein the authentication request includes an identifier of the customer relationship management system;

an access control configured to limit access via the display to the authentication agent; and

a processor configured to execute at least the authentication agent.

2. The device of claim 1, wherein the gatekeeper includes an access control on the access device, the access control being configured for logging into the access device.

3. The device of claim 1, wherein the digital identification data is provided to the gatekeeper via the customer relationship management system.

4. The device of claim 1, wherein the authentication agent is configured to encrypt the digital identification data.