System and method for second factor authentication of customer support calls
US10523708B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 18, 2019 |
| Grant date | Dec 31, 2019 |
| Priority date | — |
| Expiry date | Mar 18, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W4/80
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system and method are disclosed that leverage multi-factor authentication features of a service provider and intelligent call routing to increase security and efficiency at a customer call center. Pre-authentication of customer support requests reduces the potential for misappropriation of sensitive customer data during call handling. A contactless card uniquely associated with a client may provide a second factor of authentication via a backchannel to reduce the potential for malicious third-party impersonation of the client prior to transfer of the call to the customer call center. Pre-authorized customer support calls may be intelligently and efficiently routed directly to call center agents, without incurring further delay. During call handling, call center agents may initiate further client authentication processes, including contactless card authentication requests, over one or more different communication channels for authorizing access to sensitive information or to allay suspicion.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.