Method and system for sensitive data abstraction

摘要

According to an embodiment of the present invention, a system and method for transmitting sensitive data in a contact center environment comprising a transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to: generate, using a computer processor, a transient key associated with a subset of data for the customer based on the current interaction data and a customer identity; transmit, using a computer processor, the transient key and non-sensitive data to the live agent; receive a request, the transient key and a requester identifier from a requesting component of the system, and identify a corresponding subset of data responsive to the transient key and the requester identifier.

主权项

1. An automated computer implemented system for transmitting sensitive data in a contact center environment, wherein the system comprising:
a transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to:
receive, via an electronic input, a contact from a remote customer via an electronic communication channel;automatically capture current interaction data during a current contact between the remote customer and an automated interactive entity;receive, from the remote customer, an electronic request to interact with a live agent during the current contact;responsive to the current contact, generate, using a computer processor, an electronic transient key associated with a subset of data for the remote customer based on the current interaction data and a customer identity;transmit, using a computer processor, the electronic transient key and non-sensitive data to the live agent in the contact center environment;receive a request, the electronic transient key and a requester identifier from a requesting component of the system,identify a corresponding subset of data responsive to the electronic transient key and the requester identifier;determine an appropriate security feature for the corresponding subset of data;transmit only the corresponding subset of data with the appropriate security feature to the requesting component; andautomatically remove the electronic transient key from the transient datastore after a predetermined event.