Method and system for sensitive data abstraction
First Claim
1. An automated computer implemented system for transmitting sensitive data in a contact center environment, wherein the system comprising:
- a transient datastore containing data, for each customer, defining a customer'"'"'s profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data;
a computer processor, coupled to the computer store and programmed to;
receive, via an electronic input, a contact from a remote customer via an electronic communication channel;
automatically capture current interaction data during a current contact between the remote customer and an automated interactive entity;
receive, from the remote customer, an electronic request to interact with a live agent during the current contact;
responsive to the current contact, generate, using a computer processor, an electronic transient key associated with a subset of data for the remote customer based on the current interaction data and a customer identity;
transmit, using a computer processor, the electronic transient key and non-sensitive data to the live agent in the contact center environment;
receive a request, the electronic transient key and a requester identifier from a requesting component of the system,identify a corresponding subset of data responsive to the electronic transient key and the requester identifier;
determine an appropriate security feature for the corresponding subset of data;
transmit only the corresponding subset of data with the appropriate security feature to the requesting component; and
automatically remove the electronic transient key from the transient datastore after a predetermined event.
1 Assignment
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Accused Products
Abstract
According to an embodiment of the present invention, a system and method for transmitting sensitive data in a contact center environment comprising a transient datastore containing data, for each customer, defining a customer'"'"'s profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to: generate, using a computer processor, a transient key associated with a subset of data for the customer based on the current interaction data and a customer identity; transmit, using a computer processor, the transient key and non-sensitive data to the live agent; receive a request, the transient key and a requester identifier from a requesting component of the system, and identify a corresponding subset of data responsive to the transient key and the requester identifier.
52 Citations
20 Claims
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1. An automated computer implemented system for transmitting sensitive data in a contact center environment, wherein the system comprising:
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a transient datastore containing data, for each customer, defining a customer'"'"'s profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to; receive, via an electronic input, a contact from a remote customer via an electronic communication channel; automatically capture current interaction data during a current contact between the remote customer and an automated interactive entity; receive, from the remote customer, an electronic request to interact with a live agent during the current contact; responsive to the current contact, generate, using a computer processor, an electronic transient key associated with a subset of data for the remote customer based on the current interaction data and a customer identity; transmit, using a computer processor, the electronic transient key and non-sensitive data to the live agent in the contact center environment; receive a request, the electronic transient key and a requester identifier from a requesting component of the system, identify a corresponding subset of data responsive to the electronic transient key and the requester identifier; determine an appropriate security feature for the corresponding subset of data; transmit only the corresponding subset of data with the appropriate security feature to the requesting component; and automatically remove the electronic transient key from the transient datastore after a predetermined event. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 19, 20)
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11. An automated computer implemented method for transmitting sensitive data in a contact center environment, wherein the method comprising the steps of:
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receiving, via an electronic input, a contact from a remote customer via an electronic communication channel; automatically capturing current interaction data during a current contact between the customer and an automated interactive entity; receiving, from the remote customer, an electronic request to interact with a live agent during the current contact; responsive to the current contact, generating, using a computer processor, an electronic transient key associated with a subset of data for the customer based on the current interaction data and a customer identity; transmitting, using a computer processor, the electronic transient key and non-sensitive data to the live agent in the contact center environment; receiving a request, the electronic transient key and a requester identifier from a requesting component of the system, identifying a corresponding subset of data responsive to the electronic transient key and the requester identifier; determining an appropriate security feature for corresponding the subset of data; transmitting only the corresponding subset of data with the appropriate security feature to the requesting component; and automatically removing the electronic transient key from a transient datastore after a predetermined event;
the transient datastore containing data, for each customer, defining a customer'"'"'s profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18)
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Specification