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Communication channel enhancement

專利號(hào)
US11516338B2
公開日期
2022-11-29
申請(qǐng)人
Eli Chen; Hisun Kim; Anand Janefalkar（US CA San Francisco）
發(fā)明人
Eli Chen; Hisun Kim; Anand Janefalkar
IPC分類
G06Q30/00; G06F21/42; H04M3/42; H04M3/51; H04W4/14; H04L9/40; G06F21/31
技術(shù)領(lǐng)域
customer,110a,crm,service,request,access,logic,agent,120a,menu
地域： CA CA San Mateo

摘要

A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests and/or customer service agent control over a customer's access device. Some embodiments include logic configured to manage and enhance communication channels between devices.

說明書

CRM System 120A further includes a Client Data Storage 310 configured to store client data. This client data can include secure customer data and/or less-secure customer data. The secure customer data is typically stored in relation to particular accounts and can include information such as account numbers, balances, transaction authorization keys, customer history, orders, medical information, social security numbers, etc. Client Data Storage 310 includes a physical computer readable storage media such as a hard drive or optical drive. Client Data Storage 310 may also include a relational database and a database management system. The database management system is optionally configured to require keys confirming authentication before some secure customer data can be retrieved. In some embodiments, Client Data Storage 310 is remote relative to one or more other parts of CRM System 120A and/or is accessible via Network 115 or a private communication network.

權(quán)利要求

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