Communication enhancement methods
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. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests and/or customer service agent control over a customer's access device. Some embodiments include logic configured to manage and enhance communication channels between devices.
1. A method of communicating between a remote client and a server, the method comprising:
receiving, by a server via a first communications channel, a first communication comprising a voice call from the remote client;
identifying, by the server, a caller ID number from the voice call and corresponding to the remote client;
sending, in an SMS message addressed to the caller ID number, activation data including a biometric authentication prompt to an application executing on the remote client, the activation data including a link and being configured to open a second communication channel between the client and the server;
subsequent to sending the biometric authentication prompt, receiving a second communication including a biometric response corresponding to a user of the remote client and further including the caller ID number from the application, via the second communication channel opened via the link; and
authenticating, by the server, the user based on the biometric response matching an expected response and the caller ID number received in the second communication matching the caller ID number identified from the voice call;
wherein, in response to the user being authenticated, a customer service agent communicating with the user via the voice call is informed by the server that the first communication over the first communications channel and the second communication over the second communication channel were both initiated by the remote client.
2. The method of claim 1 , wherein the first communication is a telephone call placed using a telephone number associated with the server.
3. The method of claim 1 , wherein the first communication channel includes a PTSN.
4. The method of claim 1 , wherein the second communication channel includes the internet.
5. The method of claim 1 , wherein the server is configured to relay the first communications to the customer service agent.
6. The method of claim 1 , wherein the activation data includes a second identifier associated with the client.
7. The method of claim 1 , wherein the activation data includes a command configured to control the application.
8. The method of claim 1 , wherein the second communication includes a second identifier associated with the client.
9. The method of claim 1 , wherein the second communication includes the first identifier of the client, the first identifier of the client being read from a memory of the client by the application executing on the client.
10. The method of claim 1 , wherein the second communication channel is configured for communicating images via TCP/IP protocols.
11. The method of claim 1 , wherein the application executing on the client is configured for authenticating the client to the server.
12. The method of claim 1 , wherein the second communication channel is configured for sending commands from the server to the application executing on the client.
13. The method of claim 1 , further comprising associating the caller ID number with an account of a user of the remote client.
14. The method of claim 13 , wherein the caller ID number is a telephone number and the account of the remote user is indexed by an e-mail address or username.
15. The method of claim 1 , further comprising authenticating the remote client using the second communication channel.
16. The method of claim 15 , wherein authenticating the remote client uses an enhanced communication functionality available in the second communication channel but not available in the first communication channel.