Method and system for sensitive data abstraction

Patent metadata

Field	Value
Publication number	US-9628488-B1
Application number	US-201514681421-A
Country	US
Kind code	B1
Filing date	Apr 8, 2015
Priority date	Apr 8, 2015
Publication date	Apr 18, 2017
Grant date	Apr 18, 2017

Abstract

According to an embodiment of the present invention, a system and method for transmitting sensitive data in a contact center environment comprising a transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to: generate, using a computer processor, a transient key associated with a subset of data for the customer based on the current interaction data and a customer identity; transmit, using a computer processor, the transient key and non-sensitive data to the live agent; receive a request, the transient key and a requester identifier from a requesting component of the system, and identify a corresponding subset of data responsive to the transient key and the requester identifier.

First claim

The invention claimed is:

1. An automated computer implemented system for transmitting sensitive data in a contact center environment, wherein the system comprising:
a transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data;
a computer processor, coupled to the computer store and programmed to:
receive, via an electronic input, a contact from a remote customer via an electronic communication channel;
automatically capture current interaction data during a current contact between the remote customer and an automated interactive entity;
receive, from the remote customer, an electronic request to interact with a live agent during the current contact;
responsive to the current contact, generate, using a computer processor, an electronic transient key associated with a subset of data for the remote customer based on the current interaction data and a customer identity;
transmit, using a computer processor, the electronic transient key and non-sensitive data to the live agent in the contact center environment;
receive a request, the electronic transient key and a requester identifier from a requesting component of the system,
identify a corresponding subset of data responsive to the electronic transient key and the requester identifier;
determine an appropriate security feature for the corresponding subset of data;
transmit only the corresponding subset of data with the appropriate security feature to the requesting component; and
automatically remove the electronic transient key from the transient datastore after a predetermined event.

2. The system of claim 1 , wherein the electronic transient key comprises a token that expires after a predetermined period of time.

3. The system of claim 1 , wherein the security feature comprises an encryption algorithm.

4. The system of claim 1 , wherein the predetermined event comprises a time period.

5. The system of claim 1 , wherein the automated interactive entity comprises an interactive voice response unit.

6. The system of claim 1 , wherein the electronic transient key is encrypted or hashed.

7. The system of claim 1 , wherein the electronic transient key comprises a producer identifier, a consumer client identifier, a data sequence identifier and data sensitivity identifier.

8. The system of claim 1 , wherein the electronic transient key is further associated with an application name, client identifier, and DNS name.

9. The system of claim 1 , wherein the requesting component comprises an intermediate processing system.

10. The system of claim 1 , wherein the corresponding subset of data is predetermined based on the requester identifier.

11. An automated computer implemented method for transmitting sensitive data in a contact center environment, wherein the method comprising the steps of:
receiving, via an electronic input, a contact from a remote customer via an electronic communication channel;
automatically capturing current interaction data during a current contact between the customer and an automated interactive entity;
receiving, from the remote customer, an electronic request to interact with a live agent during the current contact;
responsive to the current contact, generating, using a computer processor, an electronic transient key associated with a subset of data for the customer based on the current interaction data and a customer identity;
transmitting, using a computer processor, the electronic transient key and non-sensitive data to the live agent in the contact center environment;
receiving a request, the electronic transient key and a requester identifier from a requesting component of the system,
identifying a corresponding subset of data responsive to the electronic transient key and the requester identifier;
determining an appropriate security feature for corresponding the subset of data;
transmitting only the corresponding subset of data with the appropriate security feature to the requesting component; and
automatically removing the electronic transient key from a transient datastore after a predetermined event; the transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data.

12. The method of claim 11 , wherein the electronic transient key comprises a token that expires after a predetermined period of time.

13. The method of claim 11 , wherein the security feature comprises an encryption algorithm.

14. The method of claim 11 , wherein the predetermined event comprises a time period.

15. The method of claim 11 , wherein the automated interactive entity comprises an interactive voice response unit.

16. The method of claim 11 , wherein the electronic transient key is encrypted or hashed.

17. The method of claim 11 , wherein the electronic transient key comprises a producer identifier, a consumer client identifier, a data sequence identifier and data sensitivity identifier.

18. The method of claim 11 , wherein the electronic transient key is further associated with an application name, client identifier, and DNS name.

19. The method of claim 1 , wherein the requesting component comprises an intermediate processing system.

20. The method of claim 1 , wherein the corresponding subset of data is predetermined based on the requester identifier.

Assignees

• Jpmorgan Chase Bank Na

Inventors

• Desai Prashant
• Barrera Bryant R

Classifications

• H04L9/3242

  involving keyed hash functions, e.g. message authentication codes [MACs], CBC-MAC or HMAC · CPC title

• H04L2209/24

  Key scheduling, i.e. generating round keys or sub-keys for block encryption · CPC title

• H04L63/10 Primary

  for controlling access to devices or network resources · CPC title

• H04L69/28

  Timers or timing mechanisms used in protocols · CPC title

• H04L9/0863

  involving passwords or one-time passwords (network architectures or network communication protocols for using one-time keys in a packet data network H04L63/067) · CPC title