# US 2020/0396331 A1 · Call authentication at the call center using a mobile device > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2020/0396331 A1 - Document ID: US20200396331A1 - Status: Published application - Kind: A1 - Application number: 17/004,921 - Filed: 2020-08-27 - Published: 2020-12-17 - Earliest claimed: 2018-03-09 - Assignees: Pindrop Security, Inc. - Applicants: Pindrop Security, Inc. - Inventors: Payas Gupta; Terry Nelms, II - Web page: https://patentgrep.com/patent/US20200396331A1 ## CPC - H04M 3/42042: {Notifying the called party of information on the calling party (details within substation equipment H04M1/57, signalling details H04Q3/72)} - H04W 12/06: Authentication - H04L 63/083: {using passwords (cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226)} - H04L 63/18: {using different networks or channels, e.g. using out of band channels (cryptographic mechanisms or cryptographic arrangements for key distribution involving distinctive intermediate devices or communication paths H04L9/0827; cryptographic mechanisms or cryptographic arrangements for authentication using a plurality of channels H04L9/3215)} - H04M 3/42059: {Making use of the calling party identifier} - H04M 3/51: Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing} - H04M 7/0057: {Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network} - H04W 12/068: {using credential vaults, e.g. password manager applications or one time password [OTP] applications} - H04W 12/69: Identity-dependent - H04L 2463/082: applying multi-factor authentication - H04M 2203/6027: Fraud preventions - H04M 2203/6045: Identity confirmation - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract Embodiments described herein provide for automatically authenticating telephone calls to an enterprise call center. The system disclosed herein builds on the trust of a data channel for the telephony channel. Certain types of authentication information can be received through the telephony channel, as well. But the mobile application associated with the call center system may provide additional or alternative forms of data through the data channel. The system may send requests to a mobile application of a device to provide information that can reliably be assumed to be coming from that particular device, such as a state of the device and/or a user's response to push notifications. In some cases, the authentication processes may be based on quantity and quality of matches between certain metadata or attributes expected to be received from a given device as compared to the metadata or attributes received. ## Claims ### Claim 1 A computer-implemented method comprising: receiving, by a computer via a first communication channel, an indication of an inbound call, the inbound call purportedly originating from a registered caller; transmitting, by the computer, one or more requests to a registered device associated with the registered caller, a first request comprising a message notification configured to display a confirmation element at a graphical user interface of the registered device; and receiving, by the computer via the second communication channel, one or more responses to the one or more requests from the registered device, the one or more responses including a first response to the first request received according to an input to the confirmation element; and executing, by the computer, an authentication routine to authenticate the inbound call using the one or more responses for the one or more requests. ### Claim 2 (depends on 1) The method according to claim 1, wherein the computer receives from the registered device a second response to a second request for a first state of the registered device, and wherein the method further comprises: identifying, by the computer, a second state of the inbound call; and comparing, by the computer, the second state of the inbound call against the first state of the registered device. ### Claim 3 (depends on 2) The method according to claim 2, wherein the computer receives from the registered device a second response to a second request for one or more attributes of the registered device, and wherein the method further comprises: comparing, by the computer, the one or more attributes received in the second response against one or more expected attributes associated with the registered device. ### Claim 4 (depends on 1) The method according to claim 1, wherein the computer transmits the first request via the second communication channel, and wherein the first request comprises a push notification to a mobile application of the registered device. ### Claim 5 (depends on 1) The method according to claim 1, wherein the computer transmits the first request via the first communication channel using a registered phone number for the registered device, and wherein the first request comprises at least one of: a short message service (SMS) message, a multimedia message service (MMS) message, and a rich communication service (RCS) message. ### Claim 6 (depends on 1) The method according to claim 1, wherein the computer receives a caller identifier (caller ID) for the registered caller with the indication of the inbound call, and wherein the method further comprises: identifying, by the computer, in a database a device identifier (device ID) for the registered device associated with the caller ID, wherein the computer transmits the one or more requests to the registered device using the device ID. ### Claim 7 (depends on 1) The method according to claim 1, further comprising: in response to receiving the inbound call, authenticating, by the computer, the inbound call according to an initial authentication routine using a set of user credentials received via the first communication channel. ### Claim 8 (depends on 1) The method according to claim 1, further comprising generating, by the computer, a risk score based upon the one or more responses including device identification data from the registered device and corresponding device identification data from a device that originated the inbound call, wherein the computer authenticates the inbound call in response to determining that the risk score satisfies a threshold score. ### Claim 9 (depends on 1) The method according to claim 1, further comprising determining, by the computer, whether a device that originated the inbound call has a mobile application associated with a call center system installed. ### Claim 10 (depends on 1) The method according to claim 1, wherein the first request comprises the confirmation element configured to transmit a negative authentication response from the registered device, and wherein the method further comprises: determining, by the computer, that the first response to the first request received according to the input to the confirmation element is an affirmative response after a predetermined threshold period of time from transmitting the first request. ### Claim 11 A system comprising: a database configured to store a plurality of data records associated with a plurality of registered users; and a computer comprising a processor configured to: receive, via a first communication channel, an indication of an inbound call, the inbound call purportedly originating from a registered caller; transmit one or more requests to a registered device associated with the registered caller, a first request comprising a message notification configured to display a confirmation element at a graphical user interface of the registered device; and receive, via the second communication channel, one or more responses to the one or more requests from the registered device, the one or more responses including a first response to the first request received according to an input to the confirmation element; and execute an authentication routine to authenticate the inbound call using the one or more responses for the one or more requests. ### Claim 12 (depends on 11) The system according to claim 11, wherein the computer receives from the registered device a second response to a second request for a first state of the registered device, and wherein the computer is further configured to: identify a second state of the inbound call; and compare the second state of the inbound call against the first state of the registered device. ### Claim 13 (depends on 12) The system according to claim 12, wherein the computer receives from the registered device a second response to a second request for one or more attributes of the registered device, and wherein the computer is configured to: compare the one or more attributes received in the second response against one or more expected attributes associated with the registered device. ### Claim 14 (depends on 11) The system according to claim 11, wherein the computer transmits the first request via the second communication channel, and wherein the first request comprises a push notification to a mobile application of the registered device. ### Claim 15 (depends on 11) The system according to claim 11, wherein the computer is configured to transmit the first request via the first communication channel using a registered phone number for the registered device, and wherein the first request comprises at least one of: a short message service (SMS) message, a multimedia message service (MMS) message, and a rich communication service (RCS) message. ### Claim 16 (depends on 11) The system according to claim 11, wherein the computer is configured to: receive a caller identifier (caller ID) for the registered caller with the indication of the inbound call; and identify in the database a device identifier (device ID) for the registered device associated with the caller ID, wherein the computer transmits the one or more requests to the registered device using the device ID. ### Claim 17 (depends on 11) The system according to claim 11, wherein in response to receiving the inbound call the computer is further configured to authenticate the inbound call according to an initial authentication routine using a set of user credentials received via the first communication channel. ### Claim 18 (depends on 11) The system according to claim 11, further comprising generating, by the computer, a risk score based upon the one or more responses including device identification data from the registered device and corresponding device identification data from a device that originated the inbound call, wherein the computer authenticates the inbound call in response to determining that the risk score satisfies a threshold score. ### Claim 19 (depends on 11) The system according to claim 11, wherein the computer is further configured to determine whether a device that originated the inbound call includes a mobile application associated with a call center system. ### Claim 20 (depends on 11) The system according to claim 11, wherein the first request comprises the confirmation element configured to transmit a negative authentication response from the registered device, and wherein the computer is configured to determine that the first response is an affirmative response after a predetermined threshold period of time from transmitting the first request.