US6937702B1 — Method, apparatus, and computer readable media fo…

Claim 1

Independent Claim 191 words

A method of minimizing fraudulent processing of telephone calls, the method comprising at least the following: capturing respective authenticated biometric samples corresponding to a plurality of respective persons; capturing respective test biometric samples of the persons when ones of the persons submit requests for one of training and authorization to process the telephone calls; quantifying a difference between at least one authenticated biometric sample and the at least one a given test biometric sample obtained for a given request from one of the persons, including defining a first and at least a second threshold value for the difference between the authenticated biometric sample and the given test biometric sample; and dispositioning a first given request based on the difference, if the difference falls between the first threshold value and the at least second threshold value, by referring the first given request to a live supervisor and directing the at least one person to call a telephone number associated with the live supervisor; and dispositioning at least a second given request by sending an e-mail notification to the live supervisor, if the difference is more than the at least second threshold value.

Claim 2

Independent Claim 191 words

A method of minimizing fraudulent processing of telephone calls, the method comprising at least the following: capturing respective authenticated biometric samples corresponding to a plurality of respective persons; capturing respective test biometric samples of the persons when ones of the persons submit requests for one of training and authorization to process the telephone calls; quantifying a difference between at least one authenticated biometric sample and the at least one a given test biometric sample obtained for a given request from one of the persons, including defining a first and at least a second threshold value for the difference between the authenticated biometric sample and the given test biometric sample; and dispositioning a first given request based on the difference, if the difference falls between the first threshold value and the at least second threshold value, by referring the first given request to a live supervisor and directing the at least one person to call a telephone number associated with the live supervisor; and dispositioning at least a second given request by sending an e-mail notification to the live supervisor, if the difference is more than the at least second threshold value.

Claim 3

Dependent Claim 38 words

The method of claim 1 , wherein capturing at least one authenticated biometric sample includes capturing at least one of a speech sample, a palm print, a fingerprint, a retinal scan, an iris scan, and a facial scan.

Claim 4

Dependent Claim 33 words

The method of claim 1 , wherein capturing the at least one authenticated biometric sample is performed when the at least one person submits an application for a position as a teleservices agent.

Claim 5

Dependent Claim 33 words

The method of claim 1 , wherein capturing the at least one authenticated biometric sample includes capturing a first and at least a second authenticated biometric sample of the at least one person.

Claim 6

Dependent Claim 58 words

The method of claim 4 , wherein capturing at least one authenticated biometric sample includes capturing the first authenticated biometric sample at the time of an initial human resources interview with the at least one person, and wherein capturing the at least second authenticated biometric sample is performed at a training session involving the at least one person.

Claim 7

Dependent Claim 38 words

The method of claim 1 , wherein capturing at least one test biometric sample includes capturing at least one of a speech sample, a palm print, a fingerprint, a retinal scan, an iris scan, and a facial scan.

Claim 8

Dependent Claim 39 words

The method of claim 1 , wherein capturing at least one test biometric sample is performed when the at least one person submits a request to access a computerized system to receive telephone calls processed by the computerized system.

Claim 9

Dependent Claim 41 words

The method of claim 1 , wherein capturing at least one test biometric sample is performed during a log-on process during which a teleservices agent requests access to resources of a call center from a location remote from the call center.

Claim 10

Dependent Claim 53 words

The method of claim 1 , wherein quantifying a difference between the at least one authenticated biometric sample and the at least one test biometric sample includes quantifying a difference between at least one of respective speech samples, palm print samples, fingerprint samples, retinal scan samples, iris scan samples, and facial scan samples.

Claim 11

Dependent Claim 31 words

The method of claim 1 , wherein quantifying a difference includes defining at least a first threshold value for the difference between the authenticated biometric sample and the test biometric sample.

Claim 12

Dependent Claim 26 words

The method of claim 10 , wherein dispositioning the request includes automatically approving the request if the difference is lower than the at least first threshold.

Claim 13

Dependent Claim 27 words

The method of claim 1 , wherein referring the first given request includes sending a message listing at least a name of the at least one person.

Claim 14

Dependent Claim 34 words

The method of claim 1 , further comprising dispositioning at least a third given request by automatically rejecting the third given request if the difference is more than the at least second threshold value.

Claim 15

Dependent Claim 18 words

The method of claim 1 , wherein quantifying a difference is performed by a biometric sample authentication engine.

Claim 16

Dependent Claim 46 words

The method of claim 1 , wherein quantifying a difference is performed by at least one of a speech recognition engine, a palm print recognition engine, a fingerprint recognition engine, a retinal scan recognition engine, an iris scan recognition engine, and a facial scan recognition engine.

Claim 17

Dependent Claim 44 words

The method of claim 1 , further comprising obtaining at least one of image and video from the at least one person and providing the same to at least one caller who is interacting with the at least one person using call center resources.

Claim 18

Dependent Claim 195 words

Apparatus for minimizing fraudulent processing of telephone calls, the apparatus comprising at least the following: means for capturing respective authenticated biometric samples corresponding to a plurality of respective persons; means for capturing respective test biometric samples of the persons when ones of the persons submit requests for one of training and authorization to process the telephone calls; means for quantifying a difference between at least one authenticated biometric sample and a given test biometric sample obtained for a given request from one of the persons, including defining a first and at least a second threshold value for the difference between the authenticated biometric sample and the given test biometric sample; means for dispositioning a first given request based on the difference, if the difference falls between the first threshold value and the at least second threshold value, by referring the first given request to a live supervisor and directing the at least one person to call a telephone number associated with the live supervisor; and means for dispositioning at least a second given request by sending an e-mail notification to the live supervisor, if the difference is more than the at least second threshold value.

Claim 19

Dependent Claim 195 words

Apparatus for minimizing fraudulent processing of telephone calls, the apparatus comprising at least the following: means for capturing respective authenticated biometric samples corresponding to a plurality of respective persons; means for capturing respective test biometric samples of the persons when ones of the persons submit requests for one of training and authorization to process the telephone calls; means for quantifying a difference between at least one authenticated biometric sample and a given test biometric sample obtained for a given request from one of the persons, including defining a first and at least a second threshold value for the difference between the authenticated biometric sample and the given test biometric sample; means for dispositioning a first given request based on the difference, if the difference falls between the first threshold value and the at least second threshold value, by referring the first given request to a live supervisor and directing the at least one person to call a telephone number associated with the live supervisor; and means for dispositioning at least a second given request by sending an e-mail notification to the live supervisor, if the difference is more than the at least second threshold value.

Claim 20

Dependent Claim 207 words

A program storage device readable by a machine, embodying a program of instructions executable by the machine to perform a method for minimizing fraudulent processing of telephone calls, the method comprising at least the following: capturing respective authenticated biometric samples corresponding to a plurality of respective persons; capturing respective test biometric samples of the persons when ones of the persons submit requests for one of training and authorization to process the telephone calls; quantifying a difference between at least one authenticated biometric sample and a given test biometric sample obtained for a given request from one of the persons, including defining a first and at least a second threshold value for the difference between the authenticated biometric sample and the given test biometric sample; and dispositioning a first given request based on the difference, if the difference falls between the first threshold value and the at least second threshold value, by referring the a first given request to a live supervisor and directing the at least one person to call a telephone number associated with the live supervisor; and dispositioning at least a second given request by sending an e-mail notification to the live supervisor, if the difference is more than the at least second threshold value.

Claim 21

Dependent Claim 207 words

A program storage device readable by a machine, embodying a program of instructions executable by the machine to perform a method for minimizing fraudulent processing of telephone calls, the method comprising at least the following: capturing respective authenticated biometric samples corresponding to a plurality of respective persons; capturing respective test biometric samples of the persons when ones of the persons submit requests for one of training and authorization to process the telephone calls; quantifying a difference between at least one authenticated biometric sample and a given test biometric sample obtained for a given request from one of the persons, including defining a first and at least a second threshold value for the difference between the authenticated biometric sample and the given test biometric sample; and dispositioning a first given request based on the difference, if the difference falls between the first threshold value and the at least second threshold value, by referring the a first given request to a live supervisor and directing the at least one person to call a telephone number associated with the live supervisor; and dispositioning at least a second given request by sending an e-mail notification to the live supervisor, if the difference is more than the at least second threshold value.

Claim 22

Dependent Claim 230 words

A call center adapted to minimize fraudulent access to call center resources, the call center comprising at least the following: a biometric capture device capturing respective test biometric samples from respective ones of a plurality of persons submitting requests to access call center resources; a data store management system receiving a test biometric sample and at least one agent identifier associated with a given person, and associating at least one authenticated biometric sample with the at least one agent identifier; a biometric sample comparator comparing the test biometric sample to the at least one authenticated biometric sample and generating a match level signal corresponding to a difference therebetween; and a program of instructions functioning at least in part to disposition requests received by respective persons based on the match level signal by: defining a first and at least a second threshold value for the match level signal, if the match level signal falls between the first threshold value and the at least second threshold value for a given request, referring the given request to a live supervisor and directing the at least one person making the given request to call a telephone number associated with the live supervisor, and if the match level signal is more than the at least second threshold value for the given request, dispositioning the given request by sending an e-mail notification to the live supervisor.

Claim 23

Dependent Claim 230 words

A call center adapted to minimize fraudulent access to call center resources, the call center comprising at least the following: a biometric capture device capturing respective test biometric samples from respective ones of a plurality of persons submitting requests to access call center resources; a data store management system receiving a test biometric sample and at least one agent identifier associated with a given person, and associating at least one authenticated biometric sample with the at least one agent identifier; a biometric sample comparator comparing the test biometric sample to the at least one authenticated biometric sample and generating a match level signal corresponding to a difference therebetween; and a program of instructions functioning at least in part to disposition requests received by respective persons based on the match level signal by: defining a first and at least a second threshold value for the match level signal, if the match level signal falls between the first threshold value and the at least second threshold value for a given request, referring the given request to a live supervisor and directing the at least one person making the given request to call a telephone number associated with the live supervisor, and if the match level signal is more than the at least second threshold value for the given request, dispositioning the given request by sending an e-mail notification to the live supervisor.

Claim 24

Dependent Claim 33 words

The call center of claim 19 , wherein the test biometric sample is one of a speech sample, a palm print, a fingerprint, a retinal scan, an iris scan, and a facial scan.

Claim 25

Dependent Claim 33 words

The call center of claim 19 , wherein the authenticated biometric sample is one of a speech sample, a palm print, a fingerprint, a retinal scan, an iris scan, and a facial scan.

Claim 26

Dependent Claim 25 words

The call center of claim 19 , wherein the biometric capture device includes a camera adapted to capture the at least one test biometric sample.

Claim 27

Dependent Claim 25 words

The call center of claim 19 , wherein the biometric capture device includes a camera adapted to capture the at least one authenticated biometric sample.

Claim 28

Dependent Claim 52 words

The call center of claim 19 , wherein the biometric capture device is adapted to capture at least one of image and video of the at least one person, and to provide the same to at least one caller who is interacting with the at least one person using call center resources.

Annuity Stage	Window Opens	Payment Deadline	Surcharge Period Until	Estimated Fee	Status
3.5 Years (Year 4)	2008-08-29	2009-02-28	2009-08-30	$2000.00	Window Closed / Lapsed
7.5 Years (Year 8)	2012-08-29	2013-02-28	2013-08-30	$3760.00	Window Closed / Lapsed
11.5 Years (Year 12)	2016-08-29	2017-02-28	2017-08-30	$7700.00	Window Closed / Lapsed

Method, apparatus, and computer readable media for minimizing the risk of fraudulent access to call center resources

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