Recognizing and authenticating mobile devices based on unique cross-channel bindings

Patent metadata

Field	Value
Publication number	US-10149160-B2
Application number	US-201615151802-A
Country	US
Kind code	B2
Filing date	May 11, 2016
Priority date	May 11, 2016
Publication date	Dec 4, 2018
Grant date	Dec 4, 2018

Abstract

Aspects of the disclosure relate to recognizing and authenticating mobile devices based on unique cross-channel bindings. In some embodiments, a computing platform may receive, from a telephone agent support computer system, call information associated with a telephone call. Subsequently, the computing platform may identify a source device that placed the telephone call, based on binding information maintained by the computing platform for the source device. Based on identifying the source device that placed the telephone call, the computing platform may load user information associated with a user account linked to the source device. Next, the computing platform may set one or more authentication flags for the user account based on the binding information. Then, the computing platform may send, to the telephone agent support computer system, the user information and authentication information based on the one or more authentication flags set for the user account linked to the source device.

First claim

What is claimed is:

1. A computing platform comprising:
at least one processor;
a communication interface communicatively coupled to the at least one processor; and
memory storing computer-readable instructions that, when executed by the at least one processor, cause the computing platform to:
receive, via the communication interface, and from a telephone agent support computer system associated with a telephone agent channel, call information associated with a telephone call received by the telephone agent support computer system associated with the telephone agent channel;
identify a source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel, based on binding information maintained by the computing platform for the source device;
based on identifying the source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel, load user information associated with a user account linked to the source device, wherein the user information associated with the user account linked to the source device comprises information identifying an online banking user account associated with an online banking channel of a financial institution, and wherein the telephone agent channel corresponds to a telephone support channel of the financial institution;
set one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device, wherein setting the one or more authentication flags for the user account linked to the source device based on the binding information maintained by the computing platform for the source device comprises setting the one or more authentication flags for the user account linked to the source device based on authentication history information maintained for the source device, wherein the authentication history information maintained for the source device identifies a number of successful authentications of the source device on one or more channels of the financial institution, and wherein the one or more authentication flags for the user account linked to the source device are set to provide a level of access corresponding to the number of successful authentications of the source device on the one or more channels of the financial institution;
send, via the communication interface, and to the telephone agent support computer system associated with the telephone agent channel, the user information associated with the user account linked to the source device;
send, via the communication interface, and to the telephone agent support computer system associated with the telephone agent channel, authentication information based on the one or more authentication flags set for the user account linked to the source device, wherein sending the authentication information to the telephone agent support computer system associated with the telephone agent channel causes the telephone agent support computer system associated with the telephone agent channel to present a graphical user interface notifying a user of the telephone agent support computer system associated with the telephone agent channel of the level of access corresponding to the one or more authentication flags set for the user account linked to the source device; and
after sending the authentication information to the telephone agent support computer system associated with the telephone agent channel, update the authentication history information maintained for the source device.

2. The computing platform of claim 1 , wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, cause the computing platform to:
prior to receiving the call information associated with the telephone call from the telephone agent support computer system:
receive, via the communication interface, and from the source device, an authentication request;
based on receiving the authentication request from the source device, generate one or more authentication prompts for the source device;
provide the one or more authentication prompts to the source device;
validate one or more responses to the one or more authentication prompts provided to the source device; and
based on validating the one or more responses to the one or more authentication prompts provided to the source device, provide the source device with access to user account information.

3. The computing platform of claim 2 , wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, cause the computing platform to:
prior to receiving the call information associated with the telephone call from the telephone agent support computer system, and after providing the source device with access to user account information:
generate a probe request for the source device;
send, via the communication interface, and to a device monitoring and management computer system, the probe request generated for the source device;
receive, via the communication interface, and from the device monitoring and management computer system, device information for the source device; and
bind the device information for the source device to the user account to link the source device to the user account.

4. The computing platform of claim 3 , wherein binding the device information for the source device to the user account to link the source device to the user account comprises:
creating the binding information maintained by the computing platform for the source device based on the device information for the source device received from the device monitoring and management computer system.

5. The computing platform of claim 1 , wherein the binding information maintained by the computing platform for the source device comprises a unique device identifier for the source device.

6. The computing platform of claim 5 , wherein the binding information maintained by the computing platform for the source device comprises account profile information linking the unique device identifier for the source device to the user account.

7. The computing platform of claim 5 , wherein the unique device identifier for the source device is derived by a device monitoring and management computer system based on one or more attributes of the source device.

8. The computing platform of claim 5 , wherein the binding information maintained by the computing platform for the source device comprises a telephone number assigned to the source device.

9. The computing platform of claim 1 , wherein identifying the source device that placed the telephone call received by the telephone agent support computer system associated with the telephone agent channel comprises:
matching a telephone number associated with the telephone call received by the telephone agent support computer system to a telephone number associated with a unique device identifier of the source device included in the binding information maintained by the computing platform for the source device.

10. The computing platform of claim 1 , wherein sending the user information associated with the user account linked to the source device to the telephone agent support computer system comprises:
sending, to the telephone agent support computer system, customer name information associated with the user account linked to the source device, customer account information associated with the user account linked to the source device, and transaction history information associated with the user account linked to the source device.

Assignees

• Bank Of America

Inventors

• Zhang Xianhong
• Dave Apeksh M
• Votaw Elizabeth S
• Keys Andrew T
• Pender Mark A

Classifications

• H04W12/06 Primary

  Authentication · CPC title

• H04M15/8235

  Access based · CPC title

• H04L63/0876 Primary

  based on the identity of the terminal or configuration, e.g. MAC address, hardware or software configuration or device fingerprint · CPC title

• G06F21/60

  Protecting data · CPC title

• H04W4/24

  Accounting or billing · CPC title