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

• US 8,582,764 B2
• Filed: 03/24/2003
• Issued: 11/12/2013
• Est. Priority Date: 03/24/2003
• Status: Active Grant

• Current Assignee: Western Union
• Original Assignee: Western Union
• Inventors: Van Volkenburgh, Ronald G.
• Primary Examiner(s): LOUIE, OSCAR A
• Application Number:
  US10/397,042
• Publication Number:
  US 20040193897A1
• Time in Patent Office: 3,886 Days
• Field of Search: 380/252
• US Class Current: 380/252
• 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 for receiving customer information requested from a customer by an operator and providing the customer information to a computing device, comprising:

a first input for receiving one or more first electronic signals comprising sensitive customer information;

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

a second output for transmitting one or more masked signals that indicate to the operator that the customer is entering the requested customer information without revealing the sensitive customer information to the operator; and

circuitry for converting the one or more first electronic signals into both the one or more second electronic signals and the one or more masked signals, for sending the one or more second electronic signals from the first output to the computing device and transmitting the one or more masked signals from the second output to the operator to confirm that the requested sensitive customer information is being entered by the customer, wherein the converting of the one or more first electronic signals into the one or more masked signals comprises masking at least a portion of the one or more first electronic signals, and wherein the one or more masked signals do not reveal the sensitive customer information.

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 (DTMF) sensitive customer information via a telephone connection to a customer telephone, the DTMF customer information requested by the operator;

generating one or more masking signals from the DTMF customer information;

transmitting the one or more masking signals to the operator to confirm the requested DTMF customer information is being entered by the customer, whereby the operator is unable to discern the customer information;

confirming by the operator that the requested DTMF customer information is being entered by the customer;

generating a request asking the customer to confirm the information;

evaluating a response from the customer to confirm the information;

converting DTMF customer information into an ASCII data stream; and

sending the ASCII data stream to a computing device.

9. The method of claim 8, wherein the step of transmitting the masking signals to the operator comprises:

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 is entering information without the operator being able to disarm the customer 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, wherein the step of transmitting the masking signals to the operator comprises:

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 8, wherein the request asking the customer to confirm the information comprises a computer-generated voice.

16. The method of claim 15, wherein the computer-generated voice is in Spanish.

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

18. The method of claim 17, wherein the reader comprises a device for reading magnetic information from a card of the customer having a magnetic stripe encoded with the information.

19. The method of claim 17, wherein the reader comprises a device for reading information from a document having magnetic ink printing.

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

receiving, by a data masking device, dual-tone-multi-frequency-encoded sensitive 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;

sending the ASCII data stream to a computing device;

generating, by the data masking device, from the customer information, one or more masking signals that cannot be discerned by the operator, wherein the one or more masking signals comprise a least a portion of the sensitive customer information; and

concealing the customer information from the operator when the operator confirms entry of the customer information, by only displaying a visual indication that the customer has entered information.