System and method for secure interactive voice response
OwnerColin P. Fraizer, James R. Ullyot +3inventors
InventorsColin P. Fraizer, James R. Ullyot, Richard Ray Schott, III, Bogdan Munteanu, Lachin Urazov
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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.
Claims16
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.
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.
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.
Dependencies are inferred from the claim text.