Computer-implemented system and method for storing and retrieving sensitive information
A computer-implemented system and method for storing and retrieving sensitive information is provided. Segments of sensitive data each encrypted via a single use encryption key and associated with a reference code are maintained. The reference code is received for at least one of the segments of encrypted sensitive data and the encryption key is recreated based on the received reference code. The encrypted sensitive data segment is decrypted using the recreated encryption key and the decrypted sensitive data segment populates a field in a display.
1. A computer-implemented method for protecting sensitive information, the method comprising:
monitoring, by a server associated with a call center, a call between an agent of the call center and a customer;
providing, by the server, a user interface comprising one or more fields for entering sensitive information;
identifying, by the server, a trigger indicating anticipated disclosure of the sensitive information during the call, wherein the trigger comprises an agent action comprising activation of one of the fields for entering sensitive information or movement of a pointer device to within a predetermined distance of one of the fields for entering sensitive information;
transferring, by the server, the call to one of (i) an automated resource associated with the call center, or (ii) a third party service, for collection of the sensitive information; and
receiving, by the server from the automated resource or the third party service, a notification comprising a status of the sensitive information, wherein the status indicates whether the sensitive information is successfully received or not successfully received.
2. The method of claim 1 , wherein the call comprises a first audio path between the agent and the customer and transferring the call comprises placing the agent on hold and establishing a second audio path between the customer and the automated resource or the third party service, the method further comprising:
after receiving the notification, reestablishing, by the server, the first audio path between the customer and the agent.
3. The method of claim 1 , wherein the trigger further comprises a customer action.
4. The method of claim 1 , wherein the trigger further comprises call content, the call content comprising one or more of a marker in a script and a keyword in the script.
5. The method of claim 1 , wherein identifying the trigger further comprises:
applying an index of keywords to a content of the call; and
identifying a match between the content of the call and one or more of the keywords from the index.
6. The method of claim 1 , wherein the automated resource comprises an interactive voice response system.
7. The method of claim 1 , wherein the call comprises a first audio path between the agent and the customer and transferring the call comprises placing the agent on hold and establishing a second audio path between the customer and the automated resource or the third party service, the method further comprising:
after receiving the notification, terminating, by the server, the second audio path between the customer and the automated resource or the third party service; and
reestablishing, by the server, the first audio path between the customer and the agent.
8. The method of claim 7 , further comprising:
when the status indicates that the sensitive information is successfully received, determining, by the server, a remaining flow of the call; and
when the status indicates that the sensitive information is not successfully received, transferring, by the server, the call back to the automated resource or the third party service.
9. A system for protecting sensitive information, the system being associated with a call center and comprising:
a memory device storing executable code; and
a server comprising a processor in communication with the memory device, wherein the processor when executing the executable code:
monitors a call between an agent of the call center and a customer;
provides, to the agent, a user interface comprising one or more fields for entering sensitive information;
identifies a trigger indicating anticipated disclosure of the sensitive information during the call, wherein the trigger comprises an agent action comprising activation of one of the fields for entering sensitive information or movement of a pointer device to within a predetermined distance of one of the fields for entering sensitive information;
transfers the call to one of (i) an automated resource associated with the call center, or (ii) a third party service, for collection of the sensitive information; and
receives, from the automated resource or third party service, a notification comprising a status of the sensitive information, wherein the status indicates whether the sensitive information is successfully received or not successfully received.
10. The system of claim 9 , wherein the call comprises a first audio path between the agent and the customer and transferring the call comprises placing the agent on hold and establishing a second audio path between the customer and the automated resource or the third party service, wherein the processor when executing the executable code:
after receiving the notification, reestablishes the first audio path between the customer and the agent.
11. The system of claim 9 , wherein the trigger further comprises a customer action.
12. The system of claim 9 , wherein the trigger further comprises call content, the call content comprising one or more of a marker in a script and a keyword in the script.
13. The system of claim 9 , wherein identifying the trigger further comprises:
applying an index of keywords to a content of the call; and
identifying a match between the content of the call and one or more of the keywords from the index.
14. The system of claim 9 , wherein the automated resource comprises an interactive voice response system.
15. The system of claim 9 , wherein the call comprises a first audio path between the agent and the customer and transferring the call comprises placing the agent on hold and establishing a second audio path between the customer and the automated resource or the third party service, wherein the processor when executing the executable code:
after receiving the notification, terminates the second audio path between the customer and the automated resource or the third party service; and
reestablishes the first audio path between the customer and the agent.
16. The system of claim 15 , wherein the processor when executing the executable code:
when the status indicates that the sensitive information is successfully received, determines a remaining flow of the call; and
when the status indicates that the sensitive information is not successfully received, transfers the call back to the automated resource or the third party service.