US 12,288,219 B1
System and method for improved phone and digital communication verification and efficiency
Timothy Blair Chalmers, San Antonio, TX (US); Ramsey Devereaux, San Antonio, TX (US); and Dwayne Phillip Wilson, Crossroads, TX (US)
Assigned to United Services Automobile Association (USAA), San Antonio, TX (US)
Filed by United Services Automobile Association (USAA), San Antonio, TX (US)
Filed on Oct. 7, 2021, as Appl. No. 17/496,576.
Claims priority of provisional application 63/089,369, filed on Oct. 8, 2020.
Int. Cl. G06Q 30/016 (2023.01); G06Q 30/02 (2023.01); H04L 9/40 (2022.01)
CPC G06Q 30/016 (2013.01) [G06Q 30/0281 (2013.01); H04L 63/08 (2013.01); H04L 63/105 (2013.01)] 17 Claims
OG exemplary drawing
 
1. One or more non-transitory, computer readable media including instructions stored thereon that, when executed by processing circuitry, are configured to cause the processing circuitry to:
receive, from a customer interface device (CID) of a customer, without presenting an authentication query to the CID, and without receiving an authentication query response from the CID, a customer communication indicative of a request for assistance;
extract, from the customer communication, first authentication data corresponding to the customer;
determine, based on the first authentication data, a customer account of a plurality of customer accounts stored to a database;
receive, from the database, first registered data corresponding to the customer account;
determine, based on a first comparison between the first authentication data and the first registered data, a first outcome of a first security challenge;
determine, from a plurality of security level categories, a first security level category associated with the first security challenge;
select, from the plurality of security level categories and in response to the first outcome of the first security challenge corresponding to a passing of the first security challenge, a second security level category for a second security challenge and corresponding to a lower security level category than the first security level category;
receive, from the database, second registered data corresponding to the customer account and the second security challenge;
receive, from the CID, a customer input having second authentication data; and
determine, based on a second comparison between the second registered data and the second authentication data, a second outcome of the second security challenge.