Abstract:
A telecommunication system is arranged between a trusted automated interactive system and a non-secure agent. The trusted automated interactive portion is operable for bidirectional communications with a caller. The agent portion is arranged to be bridged onto a communication connection between the caller (or network chat user) and the trusted interactive system under certain conditions. Sensitive data transmitted between the system and a calling user may be blocked from being communicated to the agent even while the agent is bridged onto the connection. In one embodiment, information (such as a verification of authenticity of the caller) pertaining to the sensitive data (but not the sensitive data itself) is communicated to the agent.

Description:
CROSS REFERENCE TO RELATED APPLICATIONS 
     This application claims priority from, and is a continuation of, U.S. patent application Ser. No. 12/188,926, filed Aug. 8, 2008, with the same inventors and title as the present application. The disclosure of that application is hereby incorporated by reference in its entirety. 
    
    
     TECHNICAL FIELD 
     This disclosure relates to communication systems and specifically to systems and methods for preventing sensitive information in a call distribution system from being communicated into a non-secure environment. 
     BACKGROUND OF THE INVENTION 
     In many situations, for example, when a person interacts with an Interactive Voice Recognition (IVR) system, or when a person interacts with an agent during an on-line chat session, it is necessary to give an agent sensitive information. The delivery of such information under these circumstances is not ideal and can cause concern for the system user. 
     In the IVR situation, traditional call centers employ agents to answer incoming calls from users. The agents are arranged into one or more groups and the incoming calls are automatically distributed to each of the agents following well-known algorithms for such incoming call distribution. Such systems are known as automatic call distribution (ACD) systems. 
     In many situations, the actual incoming call is directed to an IVR which is essentially an automatic (robotic) system that initiates a dialog with the caller in an attempt to determine and, if possible, respond to, the caller&#39;s requirements The IVR is designed to attempt to satisfy as much of the caller&#39;s agenda as possible with the goal being to avoid involving a live agent to the extent possible. These systems are well-known and operate to significantly reduce per-call costs. 
     When the IVR is unable to satisfy the caller&#39;s requirements the incoming all then enters the ACD system and is placed in a queue waiting for the next available agent. Information collected in the IVR can be used to route the caller to an agent with appropriate skills to interact with the caller. When the caller is connected to the agent, the agent converses with the caller in an attempt to resolve any remaining issues. When all the remaining issues are settled, the agent disconnects the call. 
     During the conversation between the calling user and the agent, the agent often must perform a task for the caller, such as charging a credit card, or accessing a specific record. This process may require that the caller reveal sensitive information to the agent, such as a credit card number, a social security number, birthdates, passwords, addresses, phone numbers, email addresses, etc. Typically, this sensitive information is used by the agent to help resolve an issue, such as the identity of the calling user, or the identity of a document. Some calling users are concerned about the exposure of such information to a person (the agent) that they do not know and who often is located in a country foreign to where the calling user is located. Since privacy concerns may not be uniform around the world, calling users are justified in their concern. 
     The outsourcing of call center and even chat-room agents to foreign countries has greatly exacerbated the security problem. Using modern networking technologies, call centers are able to locate agents in locations where labor costs are lower. In these scenarios, it becomes difficult to control the exposure of private information. Certain types of applications can run afoul of various privacy, such as HIPPA in the US and the EDDP (European Directive on Data Protection) in the EU. 
     BRIEF SUMMARY OF THE INVENTION 
     A telecommunication system is arranged between a trusted automated interactive system and a non-secure agent. The trusted automated interactive portion is operable for bidirectional communications with a caller. The agent portion is arranged to be bridged onto a communication connection between the caller (or network chat user) and the trusted interactive system under certain conditions. Sensitive data transmitted between the system and a calling user may be blocked from being communicated to the agent even while the agent is bridged onto the connection. In one embodiment, information (such as a verification of authenticity of the caller) pertaining to the sensitive data (but not the sensitive data itself) is communicated to the agent. 
     The foregoing has outlined rather broadly the features and technical advantages of the present invention in order that the detailed description of the invention that follows may be better understood. Additional features and advantages of the invention will be described hereinafter which form the subject of the claims of the invention. It should be appreciated by those skilled in the art that the conception and specific embodiment disclosed may be readily utilized as a basis for modifying or designing other structures for carrying out the same purposes of the present invention. It should also be realized by those skilled in the art that such equivalent constructions do not depart from the spirit and scope of the invention as set forth in the appended claims. The novel features which are believed to be characteristic of the invention, both as to its organization and method of operation, together with further objects and advantages will be better understood from the following description when considered in connection with the accompanying figures. It is to be expressly understood, however, that each of the figures is provided for the purpose of illustration and description only and is not intended as a definition of the limits of the present invention. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       For a more complete understanding of the present invention, reference is now made to the following descriptions taken in conjunction with the accompanying drawing, in which: 
         FIG. 1  shows one embodiment of a block diagram of a telecommunication system using the concepts of the invention; 
         FIGS. 2 ,  3  and  4  show embodiments of control circuitry used in the system shown in  FIG. 1 ; 
         FIG. 5  shows one embodiment of a method for operating the system shown in  FIG. 1 ; and 
         FIG. 6  shows one embodiment of a network chat system using the concepts of the invention. 
     
    
    
     DETAILED DESCRIPTION OF THE INVENTION 
       FIG. 1  shows one embodiment of a block diagram of telecommunication system  10  using the concepts of the invention. Calling user  11 - 1 , desiring to obtain some information from a data source, such as source  18 , dials the appropriate telephone number and the call is routed, as is well-known, via network  12  to an IVR system, such as IVR system  14 , associated with the called number. The data source can be a bank, an airline, a merchant selling products or services, etc. The data source can contain banking information, airline reservations, merchandise codes, etc. Note that system  10  can be thought of as an IVR system, an ACD distribution system, a telecommunications answering system or simply a call center. 
     In operation, the incoming call to IVR  14  is assigned an available one of the IVR devices  14 - 1  to  14 -N. The assigned IVR then processes the incoming call as is well-known, by a series of outward voice prompts to the calling user. The calling user, in response to a voice prompt, replies, either by voice or by DTMF signaling. The connected IVR device then passes the response to a processing unit(s), such as to processor  140 , to decode the caller&#39;s response. If data is requested, and after a proper verification of identity, PIN number, etc., the IVR interacts with data source  18  under control of processors  140  and  18 - 1  and storage  18 - 2 . 
     If the IVR device is unable to satisfy all of the caller&#39;s issues, the IVR places a call to the call center&#39;s ACD, such as to ACD  17 . Note that ACD  17 , or at least a portion of the ACD, may be located physically remote from the IVR system. As discussed above, the IVR portion and the agent portion can even be in a different countries. 
     In a typical call center, when the ACD answers, the IVR would transfer the call to the ACD and drop off the line. This would be accomplished, for example, by bridge circuit  20  or by processor  140  establishing a new connection. At this point, the IVR device would become removed from the call, and the IVR port would be free to take a new call. Meanwhile, ACD  17 , under control of, for example processor  170 , would place the caller on hold, and would queue the caller waiting for an available human agent, selected from agents  17 - 1  to  17 -N. When an agent, such as agent  17 - 1 , is available, the ACD would connect the caller to the selected available agent. 
     In one embodiment, at this point, instead of transferring the caller to the ACD system, the IVR conferences the ACD system into the call. Thus, the IVR remains on the calling connection essentially in parallel with the ACD. Bridge circuit  20  can control such a conference connection. By remaining on the call, the IVR maintains control of the conference bridge, and thus remains on the call&#39;s audio path, for the duration of the call. The IVR can then monitor the full conversation between the caller and the agent, and, as will be discussed in more detail, mute or block the audio from the caller to the agent when required. 
     When the IVR determines that the caller must talk to a live agent, the IVR informs the caller that the caller will be connected to the next available agent. However, in one embodiment, as will be discussed with respect to  FIG. 5  before connecting to the agent, the IVR can instruct the caller that any sensitive information required by the agent should be entered using their Touch-Tone (DTMF) keypad, instead of speaking the information to the agent. This can be explained as a security measure. The caller can also be instructed by the IVR that the agent will not be able to hear any data entry. 
     In one embodiment, the agent has a set of buttons, such as button set  30 , representing the various sensitive data entries that may be required during the call. As shown in  FIG. 3 , if during the call the agent (or the non-secure portion of the system) needs to have the calling user provide sensitive information for any purpose the agent, in one embodiment, operates the button corresponding to the desired sensitive information. For example, if the user&#39;s social security number is required, button  30 - 1  is enabled. If credit card information is required then button  30 - 2  is enabled. Likewise for any other buttons  30 - 3  to  30 -N. Note that button set is shown as a separate device but can be incorporated on the agents screen as, for example, soft keys. Also, the agent could simply spell out the desired information on a key pad. The data from the operation of the sensitive key would trigger the still connected IVR. The IVR in turn would mute the voice line between the calling user and agent while maintaining a communication connection between the IVR and the calling user and also while maintaining the agent active with respect to this same calling user. The IVR now acts as the trusted agent and prepares to validate the sensitive information provided by the calling user. 
       FIG. 2  shows one embodiment of mute or interrupt circuit  20  in which the closure of switches  21 - 1 ,  21 - 2  enables the voice connection between the calling user network connection (T1, R1) and ACD  17  (lines T2, R2) while the closure of switch  23 - 1  places impedance  24  across the T2, R2 leads to the ACD. The concurrent opening of switches  23 - 1 ,  23 - 3  separates the IVR from the ACD during the muting (interrupt) operation. Note that circuit  20  is but one of many methods for enabling the muting operation which could also be performed entirely within switching network  12  or within a switching network (not shown) between IVR  14  and ACD  17 . Note also that in some embodiments where the original IVR actually disconnected the signals from sensitive keys  30  would cause the connection of a new IVR. This new IVR can be at the same location as the original IVR or can be located separately from the original IVR, perhaps even co-located with the ACD or the agents. 
     When the connection between the calling user and the ACD has been muted the IVR then prompts the caller to speak or key in the desired sensitive information. When the IVR receives the desired information from the calling user the IVR access the callers&#39; records. This access can be accomplished any number of well-known ways. Note that by placing control  20  in front of IVR (instead of in parallel therewith) it is possible to also cut off the audio to the IVR, if desired. 
       FIG. 4  illustrates one system using data control  40  for allowing the IVR to access the sensitive information from data source  18  and store the accessed information temporarily in buffer  40 - 3 . The information from the user is temporarily stored in buffer  40 - 5 . Compare routine  40 - 2 , which could be a stand-alone comparison circuit, but preferably would reside in a processor, such as processor  140  or processor  18 - 1 , determines if the provided information matches the stored information and if so a signal is provided to the IVR via signal circuit  40 - 5 . The IVR then removes the mute circuit and passes on, or enables the conduit of the proper non-sensitive information to the connected agent. The connected agent then can resume his/her interaction with the calling user. Depending upon the embodiment, the IVR can then again remain silently bridged or drop off the connection. 
     The type of information passed to the agent from the IVR in response to the provision of the sensitive information could be a simple “yes” or “no” indicating, for example, that a PIN has been matched or that the credit card information has been received and is valid. In some situations, more complex data corresponding to the sensitive information might be sent from the IVR to the ACD, or the ACD agent might be given further access to data from a data source, such as data source  18  or some other data source. In some situations it may be appropriate for the IVR to run one or more multi-prompt scripts between itself and the calling user before removing the mute control. Also, the mute might be set up in such a manner, perhaps using 4-wire circuitry, such that the agent can actually hear the prompts to the calling user but can not hear the response back. Using this procedure it is possible to remove any desired sensitive information in the callers&#39; record while still allowing the agent to process the call. 
     In another embodiment, instead of requiring the agent to use sensitive keys  30  the agent simply asks the user to provide the information. In this embodiment, the calling user would be instructed, whether by the IVR before being connected to the ACD, or by the agent, to use DTMF for transmitting any sensitive information. Under such a situation, the IVR would be equipped to detect DTMF, for example, by using DTMF detector  25  in circuit  20 . Thus, when detector  25  “hears” the first tone on the line the mute control is enabled (as discussed above) and the IVR then records the information from the calling user. Once the information is received the IVR can continue with appropriate prompts, if desired, or can remove the mute and as discussed above, present the sanitized data to the agent. 
     Keeping the IVR in the audio path during the call also provides other benefits. With the IVR monitoring the audio, the application can give the caller, or the system, an option to record any portion of the agent discussion (or even the IVR portion of the call). If the calling user is to control the recording, or other services available from the IVR, then the calling user can be given a key or set of keys on the calling user&#39;s dialing pad to enable/disable the desired IVR function. The recording can be sent via email to the caller after the call completes. Processor  140  can control this function. 
     If, during the conversation with the agent, it is determined that the IVR can handle a specific task, the caller or agent can request that the agent be released from the call, and the caller returned to the IVR dialog to complete the task. This could be one of the features enabled by the caller or by the agent either of whom could enable the proper dialing key or set of keys. 
       FIG. 5  shows one embodiment  50  of a method for operating the system shown in  FIG. 1 . Process  501  accepts a call into the IVR system and assigns the calling user to an available IVR. Process  503  determines at what point, if any, the IVR can no longer handle the call without agent intervention. Until such a determination, process  504  processes the call and obtains whatever data the calling user desires, all in the well-known manner for IVR systems. When process  505  determines the call is complete it is ended. 
     When process  503  determines that the call must be routed to an ACD system, such to system  17 ,  FIG. 1  (or to any other type of system) for assistance then process  506 , optionally, warns the calling user that the call is being transferred and that any sensitive information should be entered using the user&#39;s key pad (DTMF). As discussed above, in some situations this will not be necessary since the IVR would have already muted the agent&#39;s voice path. Process  507  then sends the call to the ACD system or to some other system for further handling of the call. Depending upon the embodiment being used, the IVR may be disconnected but preferably would remain on a bridged connection with the ACD. 
     Process  508 , usually running at the ACD system, then assigns an available agent to the connection. Process  509  determines if and when the agent requires sensitive information. Until such information is required, processes  510  and  511  proceed in the normal manner to allow the agent to dialog with the calling user and to obtain information from data source  18  all under control of processors  170  and  18 - 1 . 
     When process  509  determines that sensitive data is required, process  512  operates to mute the line to the ACD so that the agent can not hear the sensitive data. As discussed above, this can be done in any of a number of ways. The original IVR could have remained on the line or a new IVR can be added. This can occur because the agent provided a signal to the IVR, via key box  30  or otherwise, or because the IVR detected DTMF or other signals on the voice line. Also, the line can be muted under control other than the IVR. 
     Process  513  waits for all of the sensitive data to be received and when it is all received then process  514  compares the received data against expected data. If a proper match is made but only the results must be communicated to the ACD, then an accept or reject signal is sent to the ACD by process  516 . If more data is to be sent, or made available to the ACD then process  515  in conjunction with process  516  sends the proper data, or makes the data available to, the ACD. Both processes  516  and  517  terminate in the agent again taking charge of the calling connection. 
     In some situations, the agent may decide that the call should be returned for processing by an IVR. In such a situation, processes  510  and  518  send the call to the IVR system for subsequent completion. 
       FIG. 6  shows one embodiment  60  of a system in which the concepts discussed herein can be used during a network chat session. A user connects to the chat network from a terminal, such as from terminal  61 - 1 , via network  62 . Network  62  would ideally be a digital network, such as the Internet, and could be wireline or wireless or a combination thereof. In operation, terminal  61 - 1 , or any one or more of terminals  61 - 1  through  61 -N, would connect through the network to application server  63 - 1  and data switch  63 - 2  which in turn, connects the user to an agent selected from agent pool  65 - 1  to  65 -N via network  64 . Network  64  can be a LAN or a portion of network  62  or a combination thereof. This then allows the user at terminal  61 - 1  to text chat with an agent, such as agent  65 - 1 . In one embodiment, LAN  64  is a dedicated network. 
     When sensitive information is required, for example, when the agent needs credit card information from the chat-user, the chat session is switched to an automated “chat bot”, such as chat server  67 . Such switch is controlled, at least in part, by data switch  63 - 2  operating under control, for example, of processor  63 - 3 . Data switch  63 - 2  then directs the sensitive information to chat server  67  and database  66  while preventing the data from passing through network  64  to the agent. Data switch  63 - 2  can operate to keep agent  65 - 1  active on the connection but block, or encrypt, the information such that agent  65 - 1  can not receive the data in an intelligent format. Thus, in one embodiment, the data from user  61 - 1  can continue to flow to the connected agent but since the sensitive data is being encrypted in a manner such that only the chat server can intelligently use it, it is safe from theft or other misuse. For even greater security, the data can be prevented from passing to the agent for a period of time, or until the sending user signals, perhaps by a special key stroke, that he/she is finished sending sensitive data. A specific key stroke from the agent could, for example, be the trigger to block all data from the agent until a specific key stoke is received from the sending user. 
     After the sensitive data is delivered to the trusted intermediary, i.e. the chat server, the system then could allow other information pertaining to the sensitive date to be delivered to the agent. An example of this would be a verification of credit, or verification of a PIN, or a name associated with an account number, etc. 
     Although the present invention and its advantages have been described in detail, it should be understood that various changes, substitutions and alterations can be made herein without departing from the spirit and scope of the invention as defined by the appended claims. Moreover, the scope of the present application is not intended to be limited to the particular embodiments of the process, machine, manufacture, composition of matter, means, methods and steps described in the specification. As one of ordinary skill in the art will readily appreciate from the disclosure of the present invention, processes, machines, manufacture, compositions of matter, means, methods, or steps, presently existing or later to be developed that perform substantially the same function or achieve substantially the same result as the corresponding embodiments described herein may be utilized according to the present invention. Accordingly, the appended claims are intended to include within their scope such processes, machines, manufacture, compositions of matter, means, methods, or steps.