Systems and methods for preventing sensitive information from being communicated into a non-secure environment

摘要

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.

主权项

1. A machine comprising:
a. a communication router; b. a robotic interaction system; and c. a means for protecting sensitive information; wherein: i. the communication router is configured to enable an interaction between a user and an agent by establishing a connection between the user and the agent; ii. the robotic interaction system is configured to, during the interaction between the user and the agent, receive a response to a request, wherein:
the request is provided to the user; andthe request requests the user to provide sensitive information; iii. the means for protecting sensitive information is configured to prevent the response to the request from being communicated to the agent.