Secure call center communications

US10666793B1 · kind B1 · utility

Assignee

• Wells Fargo Bank, N.A. · US

Inventors

• Joel Gardner · Charlotte, US
• Christopher Robin Sharpe · Charlotte, US
• Daniel S. Sumner · Matthews, US
• Douglas Innocenti · Huntersville, US
• Joseph Benjamin Agnew · Charlotte, US
• Kevin Potter · Vienna, US
• Michael J. Martindale · San Francisco, US
• Raymond Creed Lowers · Harrisburg, US
• Wesley Donald Duncan · Charlotte, US
• Zoe Tierney · Bethesda, US

Key dates

• Filing date: Feb 19, 2018
• Grant date: May 26, 2020
• Expiry date: Feb 19, 2038

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04W12/12
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

This disclosure describes techniques for authenticating a person that seeks to engage in a voice call session with a call center agent, an interactive voice response system, or other system. In one example, this disclosure describes a method that includes storing information associating an authorized device with an account; receiving, over a network and from a device operated by a user, authentication credentials for the user; determining, based on the authentication credentials, that the user is authorized to access the account; receiving, over the network and from the device operated by the user, a request to engage in a voice conversation; responsive to receiving the request, accessing the phone number associated with the authorized device; and initiating a voice call session by placing a call, over the network, to the phone number associated with the authorized device.