Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data for a voice-based transaction conducted over a telecommunications network

• US 6,862,343 B1
• Filed: 05/28/2002
• Issued: 03/01/2005
• Est. Priority Date: 03/27/2002
• Status: Expired due to Term

• Current Assignee: Open Invention Network LLC
• Original Assignee: West Corporation
• Inventors: Pettay, Mark J., Vacek, Jill M., Rilantono, Hendryanto, Akhwand, Mahmood S.
• Primary Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US10/156,575
• Time in Patent Office: 1,008 Days
• Field of Search: 379/67.1, 379/85, 379/88.22, 379/88.26, 379/265.01, 379/266.09, 379/266.1
• US Class Current: 379/88.22
• CPC Class Codes: H04M 3/16 with lock-out or secrecy provision in party-line systems
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308

Abstract

Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network. In an illustrative embodiment, the method comprises executing a script controlling a flow for the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained. The caller is transferred to an automated system in real time in response to the script to capture sensitive data from the caller and to store the sensitive data in a transaction record. The caller is transferred to a live operator in real time in response to the script to capture non-sensitive data from the caller and to store the non-sensitive data in the transaction record. Apparatus, scripts, and computer readable media for realizing the above method and other embodiments of the same are also provided.

Claims

1. A method of facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network, the method comprising at least the following:

executing a script controlling a flow of the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained;

transferring the caller to an automated system in real time in response to the script to;

capture sensitive data from the caller; and

store the sensitive data in a transaction record;

transferring the caller to a live operator in real time in response to the script to;

capture non-sensitive data from the caller; and

store the non-sensitive data in the transaction record.

2. The method of claim 1, wherein transferring the caller to a live operator includes transferring the caller to a live operator physically located on the premises of a call center facility.

3. The method of claim 1, wherein transferring the caller to a live operator includes transferring the caller to a home agent who is located remotely from a call center.

4. The method of claim 1, further comprising converting the sensitive data to a text equivalent and storing the text equivalent in the transaction record.

5. The method of claim 1, wherein for at least one given transaction, transferring the caller to an automated system is performed before transferring the caller to a live operator.

6. The method of claim 1, wherein for at least one given transaction, transferring the caller to a live operator is performed before transferring the caller to an automated system.

7. The method of claim 1, wherein:

transferring the caller to an automated system includes transferring the caller to an automated system in response to a first portion of the script directing that sensitive data be captured from the caller; and

transferring the caller to an automated system includes transferring the caller to a live operator in response to at least a second portion of the script directing that non-sensitive data be captured from the caller.

8. The method of claim 1, wherein transferring the caller to an automated system and transferring the caller to an automated system to a live operator are both performed for the given voice-based transaction.

9. A program storage device storing a script that is adapted for execution in a call center environment to facilitate secure capture of sensitive data during a voice-based transaction conducted over a telecommunications network, the script comprising at least the following:

at least a one instance of a first command directing that sensitive data be securely captured by an automated system; and

at least a one instance of at least a second command directing that non-sensitive data be captured by a live operator.

10. The program storage device of claim 9, wherein the first command directs that a call be transferred in real time to the automated system to capture the sensitive data.

11. The program storage device of claim 9, wherein the at least second command directs that a call be transferred in real time to a live operator to capture the non-sensitive data.

12. The program storage device of claim 9, wherein the at least one instance of the first command appears sequentially in the script before the at least one instance of the second command.

13. The program storage device of claim 9, wherein the at least one instance of the at least second command appears sequentially in the script before the at least one instance of the first command.

14. The program storage device of claim 9, further comprising at least a second instance of the first command, and wherein the at least one instance of the at least second command appears sequentially between the first and at least second instances of the first command.

15. The program storage device of claim 9, further comprising at least a second instance of the at least second command, and wherein the at least one instance of the first command appears sequentially between the first and at least second instances of the second command.

16. The program storage device of claim 9, wherein:

the first command directs that a call be transferred in real time to the automated system to capture the sensitive data;

the at least second command directs that a call be transferred in real time to a live operator to capture the non-sensitive data; and

wherein both of the first command and the at least second command are executed at least once during the voice-based transaction.

17. Apparatus for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network, the apparatus comprising at least the following:

means for executing a script controlling a flow of the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained;

means for transferring the caller to an automated system in real time in response to the script to;

capture sensitive data from the caller; and

store the sensitive data in a transaction record;

means for transferring the caller to a live operator in real time in response to the script to;

capture non-sensitive data from the caller; and

store the non-sensitive data in the transaction record.

18. The apparatus of claim 17, wherein:

the means for transferring the caller to an automated system includes means for transferring the caller to an automated system in response to a first portion of the script directing that sensitive data be captured from the caller; and

the means for transferring the caller to an automated system includes means for transferring the caller to a live operator in response to at least a second portion of the script directing that non-sensitive data be captured from the caller.

19. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network, the method comprising at least the following:

executing a script controlling a flow of the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained;

transferring the caller to an automated system in real time in response to the script to;

capture sensitive data from the caller; and

store the sensitive data in a transaction record;

transferring the caller to a live operator in real time in response to the script to;

capture non-sensitive data from the caller; and

store the non-sensitive data in the transaction record.

20. The method performed by the program of instructions embodied by the program storage device of claim 19, wherein:

transferring the caller to an automated system includes transferring the caller to an automated system in response to a first portion of the script directing that sensitive data be captured from the caller; and

transferring the caller to an automated system includes transferring the caller to a live operator in response to at least a second portion of the script directing that non-sensitive data be captured from the caller.