Customer Communication System

摘要

A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier.

主权项

1. A customer communication system comprising:
a gatekeeper configured to receive digital identification data and to ratify the digital identification data by comparing the digital identification data to previously stored customer authentication data; and a customer relationship management system configured to receive a customer service request from an access device and to connect the customer service request to an agent interface,
the customer relationship management system including authentication logic configured to authenticate a source of the customer service request using at least two methods, the two methods including:
a) providing questions to the agent interface and ratifying responses to the questions andb) providing digital identification data received from the source of the customer service request to the gatekeeper and receiving an automated ratification of the digital identification data from the gatekeeper,the customer relationship management system being further configured to provide secure customer data to the agent interface or grant permission to use the secure customer data, only after the authentication of the source of the customer service request.