US Patent:
20230050098, Feb 16, 2023
Inventors:
- Charlotte NC, US
Yogesh Raghuvanshi - Princeton NJ, US
Saurabh Mehta - Irving TX, US
Dhiraj Jain - Canyon Country CA, US
ChiaHsun Lin - Plano TX, US
Lining Mo - San Jose CA, US
Shali Liu - Plano TX, US
Sivakumar Nagarajan - Allen TX, US
International Classification:
H04M 3/493
H04L 29/06
Abstract:
Apparatus and methods for enhancing security of an authentication process of a caller that initiated a call in an Interactive Voice Response (“IVR”) system are provided. The methods may include routing the call through the IVR system to a headset. After the routing, the methods may include retrieving data associated with the caller. In response to the retrieved data meeting one or more predetermined conditions, a graphical user interface of an agent computer paired to the headset may display a plurality of validation information for validating the caller. Selection by the agent of validation information may trigger methods for transmitting a request to the caller, via a caller mobile phone, to input the validation information selected by the agent. The methods may additionally include authenticating the caller based at least in part on the information input into the mobile phone.
