Device and method for concealing customer information from a customer service representative

• US 20040193897A1
• Filed: 03/24/2003
• Published: 09/30/2004
• Est. Priority Date: 03/24/2003
• Status: Active Grant

• Current Assignee: Western Union
• Original Assignee: First Data Corporation (Fiserv Incorporated)
• Inventors: Van Volkenburgh, Ronald G.
• Granted Patent: US 8,582,764 B2
• Time in Patent Office: Days
• US Class Current: 713/189
• CPC Class Codes: G06F 21/60 Protecting data
• CPC Class Codes: G06Q 20/4014 Identity check for transactions
• CPC Class Codes: G06Q 20/425 using two different networks, one for transaction and one for security confirmation
• CPC Class Codes: G07C 9/23 by means of a password
• CPC Class Codes: G07F 7/1008 Active credit-cards provided with means to personalise their use, e.g. with PIN-introduction/comparison system
• CPC Class Codes: G07F 7/1025 Identification of user by a PIN code
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 2203/6027 Fraud preventions
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method of concealing customer-provided information from an operator during a telephone conversation between the operator and a customer includes receiving dual-tone-multi-frequency-encoded customer information via a telephone connection to a customer telephone and generating a request asking the customer to confirm the information. The method also includes converting the dual-tone-multi-frequency-encoded customer information into an ASCII data stream and sending the ASCII data stream to a computing device, whereby the operator is unable to discern the customer information.

Claims

1. A data masking device, comprising:

a first input for receiving first electronic signals representing customer information;

a first output for sending second electronic signals to a computing device;

a second output for transmitting masked signals intended to indicate to an operator that a customer is entering customer information; and

circuitry for converting the first electronic signals into the second electronic signals and the masked signals.

2. The device according to claim 1, wherein the circuitry is operable to generate a confirmation request message directed to the customer and receive a confirmation from the customer.

3. The device according to claim 1, wherein the first electronic signals comprise dual-tone-multi-frequency signals.

4. The device according to claim 1, wherein the second electronic signals comprise ASCII characters.

5. The device according to claim 1, wherein the second electronic signals comprise encrypted signals.

6. The device according to claim 1, wherein the masked signals comprise dual-tone-multi-frequency signals directed to a headset of the operator.

7. The device according to claim 1, wherein the masked signals comprise masking characters directed to a display device.

8. A method of concealing customer-provided information from an operator during a telephone conversation between the operator and a customer, the method comprising:

receiving dual-tone-multi-frequency-encoded customer information via a telephone connection to a customer telephone;

generating a request asking the customer to confirm the information;

converting the dual-tone-multi-frequency-encoded customer information into an ASCII data stream; and

sending the ASCII data stream to a computing device, whereby the operator is unable to discern the customer information.

9. The method of claim 8, further comprising:

generating masking signals; and

sending the masking signals to a display device, whereby the masking signals are intended to provide the operator with a visual indication that the customer has entered information.

10. The method of claim 9, wherein the display device comprises a computer monitor associated with the computing device.

11. The method of claim 9, wherein the display device comprises a liquid crystal display panel.

12. The method of claim 9, wherein the display device comprises a LED display.

13. The method of claim 8, further comprising:

generating masking signals; and

sending the masking signals to a headset of the operator.

14. The method of claim 13, wherein the masking signals comprise the dual-tone-multi-frequency-encoded customer information.

15. The method of claim 13, wherein the masking signals comprise generic tones.

16. The method of claim 8, wherein the request asking the customer to confirm the information comprises a computer-generated voice.

17. The method of claim 16, wherein the computer-generated voice is in Spanish.

18. The method of claim 8, wherein the dual-tone-multi-frequency-encoded information is generated by a reader.

19. The method of claim 18, wherein the reader comprises a device for reading magnetic information from a card of the customer having a magnetic stripe encoded with the information.

20. The method of claim 18, wherein the reader comprises a device for reading information from a document having magnetic ink printing.

21. A method of concealing customer-provided information from an operator during a telephone conversation between the operator and a customer, the method comprising:

providing a data masking device that is operable to;

receive dual-tone-multi-frequency-encoded customer information via a telephone connection to a customer telephone;

generate a request asking the customer to confirm the information;

convert the dual-tone-multi-frequency-encoded customer information into an ASCII data stream; and

send the ASCII data stream to a computing device;

initiating a telephone exchange with a customer;

receiving dual-tone-multi-frequency-encoded customer information at the data masking device; and

using the data masking device to conceal the customer information from the operator.