Granted Patent B2

US 10,469,663 · App. 14/667,603 · Granted Nov 5, 2019

Inventors: David Milstein (Redmond, WA); Gilad Odinak (Bellevue, WA); Howard M. Lee (Seattle, WA)

Assignee: Intellisist, Inc.

H04M3/5166H04M3/493H04M3/5232H04M3/58H04M2203/6009

Abstract

Claims (57)

1. A computer-implemented system for protecting sensitive information within a call center in real time, comprising:

a computer readable storage medium storing executable code;

a central processing unit in communication with the computer readable storage medium, wherein the central processing unit when executing the executable code:

receives a call from a caller;

assigns the call to an agent;

receives non-sensitive information from the caller entered via a user interface by the agent;

transfers the caller to an automated voice response system to which sensitive information is provided;

places the agent on hold while the caller is transferred to the automated voice response system;

maintains the call while the agent is on hold;

provides a status of the sensitive information to the agent;

transfers the caller to the agent, wherein the agent provides the caller with the status of the sensitive information;

automatically populates at least one field within the user interface based on the status of the sensitive information; and

terminates the call.

2. A system according to claim 1 , further comprising:

a database to store the sensitive information.

3. A system according to claim 2 , wherein the central processing unit when executing the executable code:

accesses the sensitive information from the database upon request from an authorized user.

4. A system according to claim 1 , wherein the central processing unit when executing the executable code:

identifies when the caller is about to provide the sensitive information based on one of instructions from the agent, instructions from the caller, or call content.

5. A system according to claim 1 , wherein the central processing unit when executing the executable code:

provides the agent with a script;

identifies when the caller is about to provide the sensitive information based on a marker located in the script; and

initiates a connection between the caller and the automated voice response system when the marker is identified.

6. A system according to claim 1 , wherein the central processing unit when executing the executable code:

monitors actions of the agent within the user interface and identifies those actions that indicate the agent will request sensitive information from the caller; and

initiates a connection between the caller and the automated voice response system based on those actions.

7. A system according to claim 6 , wherein the actions comprise at least one of a movement of a pointer device towards a data field for the sensitive information, activation of the data field, or movement of a pointer device within the data field.

8. A computer-implemented method for protecting sensitive information within a call center in real time, comprising:

receiving, by a central processing unit, a call from a caller;

assigning, by the central processing unit, the call to an agent;

receiving, by the central processing unit, via a user interface non sensitive information from the caller and entered in the user interface by the agent;

transferring, by the central processing unit, the caller to the automated voice response system to which sensitive information is provided;

placing, by the central processing unit, the agent on hold while the caller is transferred to the automated voice response system;

maintaining, by the central processing unit, the call while the agent is on hold;

providing, by the central processing unit, a status of the sensitive information to the agent;

transferring, by the central processing unit, the caller to the agent, wherein the agent provides the caller with the status of the sensitive information;

automatically populating, by the central processing unit, at least one field within the user interface based on the status of the sensitive information; and

terminating, by the central processing unit, the call.

9. A method according to claim 8 , further comprising:

storing, by the central processing unit, the sensitive information in a database.

10. A method according to claim 8 , further comprising:

accessing, by the central processing unit, the sensitive information from the database upon request from an authorized user.

11. A method according to claim 8 , further comprising:

identifying, by the central processing unit, when the caller is about to provide the sensitive information based on one of instructions from the agent, instructions from the caller, or call content.

12. A method according to claim 8 , further comprising:

providing, by the central processing unit, the agent with a script;

identifying, by the central processing unit, when the caller is about to provide the sensitive information based on a marker located in the script; and

initiating, by the central processing unit, a connection between the caller and the automated voice response system when the marker is identified.

13. A method according to claim 8 , further comprising:

monitoring, by the central processing unit, actions of the agent within the user interface;

identifying, by the central processing unit, those actions that indicate the agent will request sensitive information from the caller; and

initiating, by the central processing unit, a connection between the caller and the automated voice response system based on those actions.

14. A method according to claim 13 , wherein the actions comprise at least one of a movement of a pointer device towards a data field for the sensitive information, activation of the data field, or movement of a pointer device within the data field.

15. A system according to claim 1 , wherein the central processing unit when executing the executable code:

receives from the caller instructions to transfer the caller to the automated voice response system during the call via one of voice instructions from the caller or a selection of a button by the caller.

16. A method according to claim 8 , further comprising:

receiving, by the central processing unit, from the caller instructions to transfer the caller to the automated voice response system during the call via one of voice instructions from the caller or a selection of a button by the caller.

Assignments (16)

Continuity (2)

Cited By (1)

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