System, method, and apparatus for automatically encoding data in an electronic communication

Patent metadata

Field	Value
Publication number	US-11263624-B2
Application number	US-201916386623-A
Country	US
Kind code	B2
Filing date	Apr 17, 2019
Priority date	Oct 24, 2017
Publication date	Mar 1, 2022
Grant date	Mar 1, 2022

Abstract

Provided is a computer-implemented method for automatically encoding data in an electronic communication. The method includes the steps of receiving an electronic communication including textual data, the textual data including account data inputted with a microphone and processed with a speech recognition system, in response to receiving the electronic communication, automatically processing the textual data, identifying the account data based on processing the textual data, generating at least one token, wherein the at least one token is unique to the account data, generating a modified electronic communication based at least partially on the textual data and the at least one token, the modified electronic communication comprising the at least one token, and communicating the modified electronic communication to a recipient system. A system and computer program product for automatically encoding data in an electronic communication are also disclosed.

First claim

The invention claimed is:

1. A computer-implemented method for automatically encoding data in an electronic communication between a user operating a client device and a customer service agent operating a customer service system, comprising:
establishing a first communication channel between the client device and an encoding system, wherein the client device is remote from the encoding system;
establishing a second communication channel between the encoding system and a recipient system, the recipient system comprising the customer service system operated by the customer service agent, wherein the client device does not have a direct connection with the recipient system;
prompting the user, through the client device, to provide a first speech input;
authenticating the user based on the first speech input;
in response to authenticating the user, prompting the user, through the client device, to provide a second speech input;
generating textual data by processing the second speech input with a speech recognition system, the textual data including account data inputted with a microphone by the user to the client device and processed with a speech recognition system;
receiving, with the encoding system comprising at least one processor and via the first communication channel, an electronic communication comprising the textual data;
in response to receiving the electronic communication, automatically processing, with the encoding system, the textual data;
identifying, with the encoding system, the account data in the electronic communication based on processing the textual data based on one or more rules;
in response to identifying the account data in the electronic communication, generating, with the encoding system, at least one token, wherein the at least one token is unique to the account data;
modifying, with the encoding system, the textual data to generate a modified electronic communication based at least partially on the textual data and the at least one token by deleting at least a portion of the account data and replacing the at least a portion of the account data with the at least one token, the modified electronic communication comprising the at least one token;
communicating the modified electronic communication to the recipient system separate from the encoding system via the second communication channel, wherein the recipient system does not have access to the at least a portion of the account data; and
receiving, from the recipient system, a transaction request comprising the at least one token;
querying at least one database based at least partially on the at least one token to identify the account data; and
processing a transaction based at least partially on the transaction request and the account data.

2. The computer-implemented method of claim 1 , further comprising storing, in at least one database, the at least one token and the account data.

3. The computer-implemented method of claim 1 , wherein the electronic communication is a chat message.

4. The computer-implemented method of claim 1 , wherein generating the at least one token comprises:
generating a random value or hashing the account data; or
querying a database based on the account data to identify a copy of the at least one token that was previously generated.

5. A system for automatically encoding data in an electronic communication between a user operating a client device and a customer service agent operating a customer service system, comprising an encoding system including at least one processor programmed or configured to:
establish a first communication channel between the client device and the encoding system, wherein the client device is remote from the encoding system;
establish a second communication channel between the encoding system and a recipient system, the recipient system comprising the customer service system operated by the customer service agent, wherein the client device does not have a direct connection with the recipient system;
prompt the user, through the client device, to provide a first speech input;
authenticate the user based on the first speech input;
in response to authenticating the user, prompt the user, through the client device, to provide a second speech input;
generate textual data by processing the second speech input with a speech recognition system, the textual data including account data inputted with a microphone by the user to the client device and processed with a speech recognition system;
receive an electronic communication comprising textual data via the first communication channel;
in response to receiving the electronic communication, automatically process the textual data;
identify the account data in the electronic communication based on processing the textual data based on one or more rules;
in response to identifying the account data in the electronic communication, generate at least one token, wherein the at least one token is unique to the account data;
modify the textual data to generate a modified electronic communication based at least partially on the textual data and the at least one token by replacing at least a portion of the account data with the at least one token, the modified electronic communication comprising the at least one token;
communicate the modified electronic communication to the recipient system separate from the encoding system via the second communication channel, wherein the recipient system does not have access to the at least a portion of the account data; and
receive, from the recipient system, a transaction request comprising the at least one token;
query at least one database based at least partially on the at least one token to identify the account data; and
process a transaction or cause a transaction to be processed based at least partially on the transaction request and the account data.

6. The system of claim 5 , further comprising at least one database, the at least one processor further programmed or configured to store, in the at least one database, the at least one token and the account data.

7. The system of claim 5 , wherein the electronic communication is a chat message.

8. The system of claim 5 , wherein the at least one processor generates the at least one token by:
generating a random value or hashing the account data; or
querying a database based on the account data to identify a copy of the at least one token that was previously generated.

9. The system of claim 5 , wherein the account data comprises a primary account number associated with a payment card.

10. A computer program product for automatically encoding data in an electronic communication between a user operating a client device and a customer service agent operating a customer service system, comprising at least one non-transitory computer-readable medium including program instructions that, when executed by at least one processor of an encoding system, cause the at least one processor to:
establish a first communication channel between the client device and the encoding system, wherein the client device is remote from the encoding system;
establish a second communication channel between the encoding system and a recipient system, the recipient system comprising the customer service system operated by the customer service agent, wherein the client device does not have a direct connection with the recipient system;
prompt the user, through the client device, to provide a first speech input;
authenticate the user based on the first speech input;
in response to authenticating the user, prompt the user, through the client device, to provide a second speech input;
generate textual data by processing the second speech input with a sp

Assignees

• Visa Int Service Ass

Inventors

• John Rhidian Desmond Thomas
• Prokop Bartlomiej Piotr
• Mathe Sean Robert Maurice
• Palmer Michael
• Graham Mary-Claire
• Murray Fiachra
• Mccartan Nicola

Classifications

• G06Q20/3272 Primary

  using an audio code · CPC title

• G06Q20/321

  using wearable devices · CPC title

• G06Q20/326

  Payment applications installed on the mobile devices · CPC title

• H04L67/563

  Data redirection of data network streams · CPC title

• H04L2209/56

  Financial cryptography, e.g. electronic payment or e-cash · CPC title