Methods systems and computer program products for managing access to customer data

摘要

Controlling access to customer data. A customer service agent is provided with indirect access to customer data through an intermediate computer such that it is not necessary for the customer service agent to ask questions about the received customer data or receive such data from the customer directly. Secure data access can be used to validate customers and streamline customer interaction and discussions with customer service agents since many questions a customer service agent may ask a customer directly during a discussion are already answered and known to the customer service agent before the customer speaks with the customer service agent. The customer can select which merchants receive customer data, and customer data can be entered manually or acquired by processing images of customer documents or cards such as personal identification or account cards containing information to be used during customer service discussions.

主权项

1. A computer-implemented method for managing access to customer data by a customer service agent of a merchant, the method comprising:
an intermediate computer, controlled by a host other than the merchant and in communication with a computing device of a customer through a first network and in communication with a computer of a customer service agent through a second network, storing customer data received from the customer computing device through the first network; the customer service agent computer receiving a communication request through a third network and from the customer computing device, the communication request comprising a request by the customer to communicate with the customer service agent; the customer service agent computer transmitting a data request to the intermediate computer through the second network, wherein the data request is transmitted by the customer service provider computer to the intermediate computer in response to selection by the customer of an item of a call menu of the customer service agent computer before the customer is routed to a live customer service agent; the intermediate computer receiving the data request from the customer service agent computer; and in response to the data request, the intermediate computer providing the customer service agent computer with access through the second network to the customer data stored by the intermediate computer before the customer is routed to the live customer service agent, wherein the intermediate computer is responsive to the customer indicating when the customer service agent computer is permitted to access the customer data, wherein the customer and the customer service agent engage in a live discussion with each other through the customer computing device and the customer service agent computer after the customer service agent computer is provided access to the customer data stored by the intermediate computer.