Granted Patent B2

US 12,748,867 · App. 18/279,738 · Granted Sep 29, 2026

Inventor: Colin Philip Westlake (London, GB)

Assignee: SYNTEC HOLDINGS LIMITED

G06F21/606G06F21/6245

Abstract

Claims (64)

1 . A computer-implemented method of processing data in a customer-agent interaction through a voice communication channel, the method comprising steps of:

retrieving a web form comprising one or more elements, from a web server, using a first device;

displaying the web form to the agent via a browser running on the first device;

detecting, by the first device, an interaction of the agent with a first element in the retrieved web form, the first element configured to receive sensitive data from a customer, wherein the interaction automatically triggers a capture from the voice communication channel, responsively to the detected interaction, using a data capture means in the voice communication channel between the customer and the agent, of communication information comprising telephony data, SMS data, or computer-readable data input by the customer;

modifying one or more elements of the web form in response to the detected interaction, using a browser extension;

generating a submission from the web form; and

transmitting the submission to a payment service provider for processing.

2 . The method of claim 1 , wherein transmitting the submission to the payment service provider comprises redirecting the generated submission via a proxy device, the proxy device configured for:

modifying the redirected submission to include the captured communication information; and

forwarding the modified submission to the payment service provider.

3 . The method of claim 2 , wherein an original destination of the submission is associated with the payment service provider, wherein redirection of the generated submission via the proxy device is either:

directly initiated by the browser extension, or

initiated by predetermined DNS and/or proxy settings of the first device, or

initiated by the browser extension, by dynamically controlling DNS and/or proxy settings of the first device.

4 . The method of claim 2 , wherein an original destination of the submission is associated with a backend server, the backend server either:

configured to transmit the submission to the payment service provider via a proxy based on an inspection of the submission; or

configured to forward the submission to a destination associated with the payment service provider, based on an inspection of the submission.

5 . The method of claim 2 , wherein the proxy device either:

adds the captured communication information to the submission based on matching said captured communication information with a header found in the submission received by the proxy device; or

receives a response from the service provider and forwards the response to the browser, wherein the proxy device modifies one or more headers of said response.

6 . The method of claim 2 , wherein the proxy device adds the captured communication information to the submission based on matching said captured communication information with a unique token, the unique token being included in a content of the submission.

7 . The method of claim 1 , wherein an original destination of the submission is associated with a backend server configured to forward the submission to a destination associated with the payment service provider.

8 . The method of claim 1 , wherein modifying the web form comprises removing one or more of the elements of the web form.

9 . The method of claim 1 , wherein modifying the web form comprises hiding, obscuring or modifying one or more of the elements of the web form to prevent the agent from determining data held or input therein.

10 . The method of claim 1 , wherein modifying the web form comprises pre-populating one or more of the elements of the web form with values.

11 . The method of claim 10 , wherein modifying the web form comprises pre-populating the first element with a value formatted to conform to one or more validation rules or checksums of the web form or backend server.

12 . The method of claim 10 , wherein modifying the web form comprises pre-populating the first element with a unique token.

13 . The method of claim 1 , wherein the modified one or more of the elements of the web form includes the first element.

14 . The method of claim 1 , wherein modifying an element comprises inserting a value into said element, wherein said value comprises one or more of:

a value formatted to conform to one or more validation rules or checksums of the web form or backend server;

a unique token; or

the captured communication information, wherein the captured communication information has been made unviewable by the agent.

15 . The method of claim 1 , wherein the detected interaction is with a context menu provided for the first element by the browser extension.

16 . The method of claim 1 , wherein modifying the web form comprises modifying one or more of the elements of the web form to show feedback indicative of a progress of the capturing of communication information, wherein said feedback comprises an indication of either:

a number of spoken utterances input by the customer; or

a number of SIP signals input by the customer; or

a number of DTMF key presses input by the customer; or

a number of computer-readable characters entered by the customer.

17 . A communication system, comprising:

a communication channel for a customer to communicate with an agent;

data capture means situated in the communication channel between the customer and the agent, the data capture means configured to capture, from the communication channel, information input by the customer;

a server comprising at least one processor;

a computing device comprising at least one processor the computing device associated with the agent, the at least one processor of the computing device running a browser; and

a web form retrieved from a web server and displayed to the agent via the browser, the web form comprising a first element configured to receive sensitive data from a customer, wherein the first element in the retrieved web form is configured to be interacted with by the agent to automatically trigger a capture by the data capture means from the communication channel, responsively to a detected interaction, of the information input by the customer, wherein said information comprises telephony data, SMS data, or computer-readable data input by the customer, and wherein the web form is configured to be submitted by the agent to send a form data submission request directed to a payment service provider for processing;

wherein the browser comprises a browser extension configured to modify one or more elements of the web form in response to the detected interaction using a browser extension, and is configured to run code to redirect the form data submission request from the payment service provider to the server when the web form is submitted; and

wherein the at least one processor of the server is configured to make a new request to the payment service provider, having modified data in the submission to include the captured information input by the customer.

18 . A communication system, comprising:

a communication channel for a customer to communicate with an agent;

data capture means situated in the communication channel between the customer and the agent, the data capture means configured to capture, from the communication channel, information input by the customer;

an intermediate system;

a server comprising at least one processor;

a computing device comprising at least one processor, the computing device associated with the agent, the at least one processor of the computing device running a browser; and

a web form retrieved from a web server and displayed to the agent via the browser, the web form comprising a first element configured to receive sensitive data from a customer, wherein the first element in the retrieved web form is configured to be interacted with by the agent to automatically trigger a capture by the data capture means from the communication channel, responsively to a detected interaction, of the information input by the customer, wherein said information comprises telephony data, SMS data, or computer-readable data input by the customer, and wherein the web form is configured to be submitted by the agent to send a form data submission request directed to the intermediate system;

wherein:

a browser extension of the browser is configured to modify one or more elements of the web form in response to the detected interaction,

the form data submission request identifies a payment service provider,

the intermediate system is configured to redirect the request through the server, and

the at least one processor of the server is configured to make a new request to the payment service provider for processing, having modified data in the submission to include the captured information input by the customer.

19 . A communication system, comprising:

a communication channel between a customer and an agent for a customer to communicate with an agent;

data capture means situated in the communication channel, the data capture means configured to capture, from the communication channel, information input by the customer;

a computing device comprising at least one processor, the computing device associated with the agent, the at least one processor of the computing device running a browser; and

a web form retrieved from a web server comprising at least one processor and displayed to the agent via the browser, the web form comprising an input element configured to receive sensitive data from a customer and chooseable by the agent to perform a particular action;

wherein the particular action comprises automatically sending a signal to a first server to invoke a capture by the data capture means from the communication channel, responsively to a selection of the input element by the agent, of the information input by the customer, wherein said information comprises telephony data, SMS data, or computer-readable data input by the customer, and the input element is configured to be automatically populated, by a browser extension of the browser, in response to the selection of the input element by the agent, with the captured information input by the customer.

Assignments (1)

Continuity (3)

References Cited (14)