Linking channel-specific systems with a user authentication hub to provide omni-channel user authentication

Patent metadata

Field	Value
Publication number	US-11290454-B2
Application number	US-202016851747-A
Country	US
Kind code	B2
Filing date	Apr 17, 2020
Priority date	May 15, 2016
Publication date	Mar 29, 2022
Grant date	Mar 29, 2022

Abstract

Aspects of the disclosure relate to linking channel-specific systems with a user authentication hub. In some embodiments, a computing platform may receive, from a telephone agent support computer system associated with a telephone agent channel, an authentication request for a user account. The computing platform may generate a set of one or more authentication prompts based on a set of authentication rules defined for the telephone agent channel and may provide the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel. Subsequently, the computing platform may validate one or more responses to the set of one or more authentication prompts. Based on validating the one or more responses, the computing platform may provide user account information associated with the user account to the telephone agent support computer system associated with the telephone agent channel.

First claim

What is claimed is:

1. A system 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 system to:
receive, via the communication interface, and from a first computer system associated with a telephone agent channel, an authentication request for a user account;
based on receiving the authentication request from the first computer system associated with the telephone agent channel, generate a set of one or more authentication prompts based on a set of authentication rules defined for the telephone agent channel;
provide the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel;
validate one or more responses to the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel; and
based on validating the one or more responses to the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel, provide user account information associated with the user account to the first computer system associated with the telephone agent channel,

wherein the authentication request comprises information requesting to authenticate a caller as a customer of a financial institution using one or more credentials of an online banking account associated with the customer,
wherein providing the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel comprises:
sending, via the communication interface, and to the first computer system associated with the telephone agent channel, a message prompting a customer service representative using the first computer system associated with the telephone agent channel to ask the caller to provide a username associated with the online banking account,

wherein providing the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel comprises:
sending, via the communication interface, and to the first computer system associated with the telephone agent channel, a message prompting the customer service representative using the first computer system associated with the telephone agent channel to ask the caller to provide a response to a security question associated with the online banking account,
wherein sending the message prompting the customer service representative using the first computer system associated with the telephone agent channel to ask the caller to provide the response to the security question associated with the online banking account comprises sending a message prompting the customer service representative using the first computer system associated with the telephone agent channel to ask the caller to provide a response to a security question associated with login history of the online banking account, and

wherein providing the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel comprises:
sending, via the communication interface, and to a client device registered to the customer of the financial institution, a one-time passcode; and
sending, via the communication interface, and to the first computer system associated with the telephone agent channel, a message prompting the customer service representative using the first computer system associated with the telephone agent channel to ask the caller to provide the one-time passcode for verification over the phone.

2. The system of claim 1 , wherein sending the message prompting the customer service representative using the first computer system associated with the telephone agent channel to ask the caller to provide the response to the security question associated with the login history of the online banking account comprises sending a message prompting the customer service representative using the first computer system associated with the telephone agent channel to ask the caller to identify a specific device that was previously used to access the online banking account on a specific date.

3. The system of claim 1 , wherein providing the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel comprises:
sending, via the communication interface, and to the client device registered to the customer of the financial institution, a biometric input prompt; and
receiving, via the communication interface, and from the client device registered to the customer of the financial institution, biometric validation input.

4. The system of claim 1 , wherein providing the set of one or more authentication prompts generated based on the set of authentication rules defined for the telephone agent channel comprises sending at least one authentication prompt to an omni-channel user interface component integrated into an application executed by the first computer system.

5. The system of claim 4 , wherein providing the user account information associated with the user account to the first computer system associated with the telephone agent channel comprises sending at least a portion of the user account information associated with the user account to the omni-channel user interface component integrated into the application executed by the first computer system.

6. The system of claim 4 , wherein providing the user account information associated with the user account to the first computer system associated with the telephone agent channel comprises sending a message indicating that the caller has been authenticated to the omni-channel user interface component integrated into the application executed by the first computer system.

7. The system of claim 1 , wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, cause the system to:
receive, via the communication interface, and from the first computer system associated with the telephone agent channel, an account update request; and
update the online banking account based on the account update request received from the first computer system associated with the telephone agent channel.

8. The system of claim 1 , wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, cause the system to:
prior to receiving the authentication request from the first computer system associated with the telephone agent channel:
receive, via the communication interface, and from an administrative computer system, authentication rules information defining the set of authentication rules for the telephone agent channel; and
store the authentication rules information defining the set of authentication rules for the telephone agent channel received from the administrative computer system.

9. The system of claim 1 , wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, cause the system to:
receive, via the communication interface, and from a second computer system associated with a banking center channel, a second authentication request for a second user account;
based on receiving the second authentication request for the second user account from the second computer system associated with the banking center channel, generate a second set of one or more authentication prompts based on a second set of authentication rules defined for the banking center channel

Assignees

• Bank Of America

Inventors

• Pender Mark A
• Carpenter Daniel L
• Pruthi Kapil
• Zhang Xianhong
• Dave Apeksh M
• Votaw Elizabeth
• Keys Andrew T

Classifications

• H04L63/0892 Primary

  by using authentication-authorization-accounting [AAA] servers or protocols · CPC title