System and method for secure interactive voice response

Patent metadata

Field	Value
Publication number	US-10757255-B2
Application number	US-201715709386-A
Country	US
Kind code	B2
Filing date	Sep 19, 2017
Priority date	Sep 19, 2016
Publication date	Aug 25, 2020
Grant date	Aug 25, 2020

Abstract

System and method for a secure interactive voice response (IVR) includes: receiving a communication from a first party regarding a transaction, over a communication network; connecting the second party with the communication to service the communication; creating an anonymous order entry for the transaction; detecting sensitive information in the communication; isolating the sensitive information in the communication from the second party; route the communication to a secure system for processing of the sensitive information; and reconnecting the communication to complete the transaction.

First claim

The invention claimed is:

1. A interactive voice response (IVR) system comprising:
a receiver for receiving a communication from a first party regarding a transaction, over a communication network; and
an automatic communication distribution (ACD) server including a processor to:
assign a second party to service the communication,
create an anonymous order entry for the transaction, wherein the anonymous order entry excludes a name and an address of the first party,
detect sensitive information in the communication by executing a voice recognition routine to recognize the sensitive information or to recognize a spoken key word indicating an initiation of transmission of the sensitive information,
isolate the communication from the second party,
execute the anonymous order entry to post a message to a public API accessible over a computer network indicating to the system a desire to begin a secure IVR session,
route the communication to a secure system for receiving and processing of the sensitive information; and
after the sensitive information is received by the secure system, reconnect the communication to a menu for the first party to choose to redirect the communication made by the first party to a third party.

2. The IVR system of claim 1 , wherein the processor transmits the sensitive information to a validation service for validation.

3. The IVR system of claim 1 , wherein the anonymous order entry includes a conversation id, a participant id, an order number, and a total amount for the transaction, and wherein the anonymous order entry does not include any sensitive information.

4. The IVR system of claim 1 , wherein the communication is a voice call, a duel tone multi-frequency (DTMF) call, or a chat communication.

5. The IVR system of claim 1 , wherein said message includes a conversation id, a participant id, an identifier that specifies which secure IVR routine to execute, a secure PIN, and information for validating the sensitive information.

6. The IVR system of claim 1 , wherein the first party is a consumer and the second party is an agent.

7. The IVR system of claim 1 , wherein the processor reconnects the communication back to the second party to complete the transaction.

8. A method for a secure interactive voice response (IVR) in an IVR system, wherein the system is operatively connected with an Automatic Communication Distribution (ACD) processor, the method comprising:
receiving, by the IVR system, a communication from a first party regarding a transaction, over a communication network;
connecting the second party with the communication to service the communication, by the ACD processor;
creating, by the IVR system, an anonymous order entry for the transaction, wherein the anonymous order entry excludes a name and an address of the first party;
detecting, by the IVR system, sensitive information in the communication by executing a voice recognition routine to recognize the sensitive information or to recognize a spoken key word indicating an initiation of transmission of the sensitive information;
isolating, by the IVR system, the sensitive information in the communication from the agent;
executing the anonymous order entry to post a message to a public API accessible over a computer network indicating to the system a desire to begin a secure IVR session;
routing, by the ACD processor, the communication to a secure system for receiving and processing of the sensitive information; and
after the sensitive information is received by the secure system, reconnecting, by the ACD processor, the communication to a menu for the first party to choose to redirect the communication made by the first party to a third party.

9. The method of claim 8 , wherein the anonymous order entry includes a conversation id, a participant id, an order number, and a total amount for the transaction, and wherein the anonymous order entry does not include any sensitive information.

10. The method of claim 8 , wherein the communication is a voice call, a duel tone multi-frequency (DTMF) call, or a chat communication.

11. The method of claim 8 , further comprising reconnecting the communication back to the second party to complete the transaction, or reconnecting the communication to a menu for the first party to redirect the communication.

12. The method of claim 8 , wherein said message includes a conversation id, a participant id, an identifier that specifies which secure IVR routine to execute, a secure PIN, and information for validating the sensitive information.

13. The method of claim 8 , wherein the first party is a consumer and the second party is an agent.

14. A non-transitory computer storage medium storing a plurality of instructions therein, the plurality of instructions when executed by one or more processors performing a method for a secure interactive voice response (IVR) in an IVR system, wherein the system is operatively connected with an Automatic Communication Distribution (ACD) processor, the method comprising:
receiving, by the IVR system, a communication from a first party regarding a transaction, over a communication network;
connecting the second party with the communication to service the communication, by the ACD processor;
creating, by the IVR system, an anonymous order entry for the transaction, wherein the anonymous order entry excludes a name and an address of the first party;
detecting, by the IVR system, sensitive information in the communication by executing a voice recognition routine to recognize the sensitive information or to recognize a spoken key word indicating an initiation of transmission of the sensitive information;
isolating, by the IVR system, the sensitive information in the communication from the agent;
executing the anonymous order entry to post a message to a public API accessible over a computer network indicating to the system a desire to begin a secure IVR session;
routing, by the ACD processor, the communication to a secure system for receiving and processing of the sensitive information; and
after the sensitive information is received by the secure system, reconnecting, by the ACD processor, the communication to a menu for the first party to choose to redirect the communication made by the first party to a third party.

15. The non-transitory computer storage medium of claim 14 , wherein the first party is a consumer and the second party is an agent.

16. The non-transitory computer storage medium of claim 14 , wherein the communication is a voice call, a duel tone multi-frequency (DTMF) call, or a chat communication.

Assignees

• Interactive Intelligence Group Inc

Inventors

• Fraizer Colin P
• Ullyot James R
• Schott Iii Richard Ray
• Munteanu Bogdan
• Urazov Lachin

Classifications

• H04M7/1295

  Details of dual tone multiple frequency signalling · CPC title

• H04L63/0421

  Anonymous communication, i.e. the party's identifiers are hidden from the other party or parties, e.g. using an anonymizer · CPC title

• G06Q20/4012

  Verifying personal identification numbers [PIN] · CPC title

• G06Q20/02

  involving a neutral party, e.g. certification authority, notary or trusted third party [TTP] · CPC title

• G06Q30/0635

  replenishment orders; recurring orders · CPC title