GB2547885A

GB2547885A - Establishing a communication session

Info

Publication number: GB2547885A
Application number: GB1601281.7A
Authority: GB
Inventors: Bromley Stewart
Original assignee: Atom Bank PLC
Current assignee: Atom Bank PLC
Priority date: 2016-01-25
Filing date: 2016-01-25
Publication date: 2017-09-06
Also published as: GB201601281D0

Abstract

A method of establishing a communication session between a user of a mobile device and an operator device is disclosed. The method comprises receiving from the user via an app running on the mobile device user verification information 401, verifying an identity of the user using the user verification information 402 and responsive to successfully verifying the identity of the user, granting access to communication functionality of the app 403. When activated the communication functionality is arranged to establish a communication session between the mobile device and the operator device in which the identity of the user is pre-authenticated 404. Such an arrangement allows authentication of a user e.g. to a banking app, and once authenticated with the app communication facility to directly contact a call centre customer support representative/assistant is enabled. The session is also pre-authenticated through the authentication made by the user with the app such that the user does not have to re-authenticate with the call centre. Typical authentication arrangements may be utilized such as password based authentication or biometric-based authentication e.g. using a users face, finger-print or using a users voice sample. The session may be an IP or VOIP connection.

Description

Establishing a Communication Session

Technical Field

The present invention relates to techniques for enabling a user of a mobile device to communicate with an operator of an operator device, for example, where the operator and operator device are in a customer assistance facility such as a call centre.

Background

Modern mobile devices, such as smartphones, often allow users to download pieces of software, commonly referred to as “apps”, from a remote server. These apps provide computer programs which when installed and run, typically extend the functionality of the mobile device. For example, a fitness app might use the mobile device’s position sensors to allow a user to track their movement to estimate how much exercise they have undertaken over a period of time. The app may allow a user to share information relating to exercise they have performed via social media.

Many service providers such as banks, utilities providers, telecommunication providers and so on, develop and distribute apps that enable their customers to access information about their accounts. Such apps typically provide an interface on which is shown information about a particular customer’s account such as service usage, account balance, past payments, future payments and so on. In certain examples, an app may provide a user with further functionality enabling them to perform various account relating actions, for example, authorising payments associated with the account, applying for products and services associated with the accounts (e.g. applying for a loan) and so on.

Although apps provided by service providers may provide a user a great deal of information about their account and allow them to perform many useful account related actions, from time-to-time, a user may wish to communicate more directly with the service provider, for example if they have a problem or query relating to their account. Typically, service providers provide users with a customer support service, usually a telephone based service, that enables users to communicate directly with a human customer support operator. For example, a customer support telephone number is provided to users. When a user calls such a number, the user will be able to speak to a customer support operator in a customer assistance facility (e.g. a “call centre”).

Such customer assistance facilities can be large and complex establishments. Such establishments accommodate many human customer support operators, each working at customer support terminals. Typically, each customer support terminal provides a telephone connection and headset allowing the customer support operators to speak to users who have called the customer assistance facility. The customer support terminals also provide, for example using suitable software and a network connection, access to account information relating to the user with whom the customer support operator is currently speaking.

It is desirable to optimise the efficiency of customer assistance facilities. In particular it is desirable to enable the human customer support operators to deal with the problems or queries of the users who have called the customer assistance facility as quickly and as efficiently as possible. Further, it is desirable to improve the convenience with which users of an app can contact a customer assistance facility.

Summary of the Invention

In accordance with a first aspect of the invention there is provided a method of establishing a communication session between a user of a mobile device and an operator device. The method comprises receiving from the user via an app running on the mobile device user verification information; verifying an identity of the user using the user verification information; and responsive to successfully verifying the identity of the user, granting access to communication functionality of the app. When activated, said communication functionality is arranged to establish a communication session between the mobile device and the operator device in which the identity of the user is pre-authenticated.

Optionally, the user verification information comprises a password.

Optionally, the user verification information comprises biometric data of the user, said biometric data captured by an input device of the mobile device.

Optionally, the input device comprises a camera and the biometric data comprises an image of the user’s face.

Optionally, the input device comprises a fingerprint reader and the biometric device comprises a fingerprint reader.

Optionally, the input device comprises a microphone and the biometric data comprises a sample of the user’s voice.

Optionally, the method further comprises communicating the user verification information from the app to an authentication server, verifying the identity of the user using the user verification information at the authentication server, and communicating a user verified message from the authentication server to the mobile device, and responsive to receipt of the user verified message, granting access by the app to the communication functionality.

Optionally, the method further comprises verifying the identity of the user using the user verification information at the mobile device, and responsive to successfully verifying the identity of the user at the mobile device, granting access by the app to the communication functionality.

Optionally, granting access to the communication functionality comprises displaying a touch control graphical element on an interface provided by app, and responsive to a user activation of said touch control graphical element, establishing the communication session between the mobile device and the operator device.

Optionally, establishing the communication session between the mobile device and the operator device comprises establishing an internet protocol (IP) data connection between the mobile device and the operator device enabling communication data to be communicated from the mobile device to the operator device and from the operator device to the mobile device.

Optionally, the communication data comprises one or more of voice data, video data and/or message data.

Optionally, the app is a banking app providing a user with access to account information associated with a bank account.

Optionally, the mobile device is a smart phone.

Optionally, the operator device is located in a customer assistance facility.

In accordance with a second aspect of the invention, there is provided a computer program which when run on a mobile device causes the mobile device to perform a method according to the first aspect of the invention.

In accordance with a third aspect of the invention, there is provided a computer program product on which is stored a computer program according to the second aspect of the invention.

In accordance with aspects of the invention, a technique is provided whereby an app, such as a mobile banking app, which can be run on a mobile device, such as a smartphone, is provided with communication functionality that enables a user to establish a communication session with an operator device. This enables a user of the mobile device to communicate with a customer assistance operator. When the communication functionality is activated, for example by a user pressing a touch control graphical element (e.g. a “touch button” marked “contact customer support”) a direct connection can be established between the user of the app and the operator of the operator device. This negates any requirement for the user to remember or look up a specific customer assistance telephone number as is the case with conventional techniques and means that they can easily and conveniently communicate with the operator.

Moreover, in accordance with aspects of the invention, access to the communication functionality of the app is only granted once the identity of the user has been verified. Typically, this can be performed when a user provides user verification information (for example a secret password or the biometric data unique to the user). In this way, when the communication session is established between the mobile device and the operator device, the user is pre-authenticated. This means that steps that are conventionally performed by the operator to confirm the identity of the user need not be performed. This means that the operator can immediately begin assisting the user with their specific issue.

Furthermore, in accordance with certain aspects of the invention, where the mobile device is a smartphone for example, a user can contact a customer assistance operator without needing to exit the app. This is in contrast with conventional techniques which would typically require a user to exit the app to dial a customer support number. This increases the ease and convenience with which a customer assistance operator can be contacted by a user of the app.

Various aspects and features of the invention are defined in the claims.

Brief Description of Figures

Certain embodiments of the present invention will now be described hereinafter, by way of example only, with reference to the accompanying drawings in which:

Figure 1 provides a schematic diagram of a system for establishing a communication session between a customer assistance facility and a mobile device in accordance with certain embodiments of the invention;

Figures 2a and 2b provide schematic diagrams of screens displayable by an interface of an app in accordance with certain embodiments of the invention;

Figure 3 provides a schematic diagram of a customer assistance facility, and

Figure 4 provides a diagram of flow chart of a process in accordance with certain embodiments of the invention.

Detailed Description

Figure 1 provides a simplified schematic diagram of a system for communicating data to and from an app running on a mobile device in which certain embodiments of the invention can be implemented.

An application server 101 is controlled by a service provider and has running thereon application software which provides account based services to a number of users. The application software maintains account data for each user relating to aspects of their account. The account data relates to account information such as service usage, account status details of account events, details about projected account events that have yet to occur and so on.

The application server 101 is connected via an IP data network 104, such as the internet, and a PLMN (Public Land Mobile Network) 103, and a base station 105 of the PLMN 103, to a mobile device 106, such as a smartphone. Data can be communicated to and from the mobile device 106 and the application server 101 via the IP network 104 and the PLMN 103 using techniques known in the art.

As is known, such techniques allow data to be communicated to specific mobile devices, providing the devices are connected to the IP data network 104. As will be understood, any suitable network infrastructure can be used to communicate data between the application server 101 and the mobile device 106 (for example a “Wi-Fi” wireless access point connected to a network router connected to the IP data network 104 via a “land line” connected to a public switched telephone network (PSTN)).

The mobile device 106 includes a transceiver 110 for communicating to and from the base station 105, a processor unit 107, a memory 108, a display 111 and a touch sensor 109 for detecting user touch input. Typically the display 111 and the touch sensor 109 are integrated into a single unit, e.g. a “touchscreen”.

The memory 108 of the mobile device 106 has stored thereon a computer program (an app), typically provided by the service provider, which when run on the processor unit 107 communicates data to and receives data from the application software running on the application server 101. The app, in conjunction with the application software running on the application server, enables data relating to a user’s account (account information), to be downloaded to the mobile device 106 and information associated with this account data to be displayed on the display 111 via an app interface.

In certain examples, the service provider is a financial organisation such as a bank and the application server is a banking application server, the application software is banking application software and the app is a banking app (sometimes referred to as a mobile banking app). The application software provides banking services to a user as is known in the art, for example enabling payments to be made to a user’s account and authorising and facilitating payments to be taken from a user’s account and so on. In certain example, the user can access and control such banking services from the app. For example, via the app interface, the user can request “account actions” be performed. Account actions include requesting payments be made to third parties, requesting money be transferred between accounts, apply for products and services (e.g. applying for loans, mortgages, overdrafts and so on).

In order for a user to be able to gain access to functionality provided by the app that allows account information to be downloaded and that allows account actions to be requested, a user must perform an authentication process.

The authentication process is a process by which the identity of the user of the mobile device 106 is verified. Many user authentication processes are known in the art.

In the example shown in Figure 1, the authentication process is controlled by an authentication server 113 which is connected to the application server 101.

The authentication server 113 contains a database with records of usernames. Each username is associated with user verification information and one or more user accounts. The authentication server 113 verifies a user if a submitted username matches submitted verification data. In the event that the authentication server 113 successfully verifies the identity of the user, the authentication server 113 then approves access to the relevant account or accounts enabling, for example account information to be downloaded and account actions to be requested. The successful verification of the user’s identity can be communicated back to the app by the authentication server 113 communicating a “user verified” message to the mobile device 106.

In certain examples, when a user wishes to use the app, the app shows a “log on” screen on the app interface which prompts the user for username and user verification information. In certain examples, the username will be stored by app the first time that the user runs the app and enters this information. This may occur for example during an app set-up process. After this, when the user is shown the log on screen, the previously entered username information will be used and the user need only provide the user verification information.

In some examples, the user verification information is a secret password known only by the user. In some examples, the user verification information may additionally include the answer to one or more questions unlikely to be known by a malicious third party (e.g. the user’s mother’s maiden name, the name of the user’s first pet etc). In other examples, alternatively or additionally, more advanced techniques may be used in which the user verification information comprises biometric data of the user captured by an input device of the mobile device.

For example, facial recognition techniques can be used. In such examples, the app controls a camera device (not shown) of the mobile device 106 to capture an image of the user’s face. This image is transmitted to the authentication server 113 which subjects the image to a facial recognition process to match the captured image of the user with a previously captured image of the user’s face. The identity of the user is verified if the facial recognition process determines that there is a match between the captured image of the user’s face and the previously captured image of the user’s face.

In other examples, the input device of the mobile device is a fingerprint reader and the biometric data comprises a fingerprint of the user. In such examples, the app controls a fingerprint reader of the mobile device 106 to capture fingerprint data from a user’s finger. The fingerprint data is transmitted to the authentication server 113 which subjects it to a fingerprint recognition process to match the captured data with previously captured fingerprint data of the user. The identity of the user is verified if the fingerprint recognition process determines that there is a match between the captured fingerprint data and the previously captured the fingerprint data.

In other examples, the input device of the mobile device is a microphone and the biometric data comprises a sample of the user’s voice. In such examples, the app controls a microphone of the mobile device 106 to capture audio data of a sample of the user’s voice, saying for example a predetermined word or phrase. The audio data is transmitted to the authentication server 113 which subjects it to an audio recognition process to match it to previously captured audio data from the user. The identity of the user is verified if the audio recognition process determines that there is a match between the captured audio data and the previously captured the audio data.

Once the authentication server 113 has verified the user of the mobile device, then access is granted to functionality provided by the app that allows account information to be downloaded and that allows account actions to be requested.

In certain embodiments, the process of verifying the identity of the user using the user verification information can be performed by the app itself rather than the remote authentication server. In such embodiments, the app performs the authentication process (e.g. facial recognition, fingerprint recognition, voice recognition and so on). In such embodiments, the relevant user verification information (e.g. a secret password, previously captured image data, previously captured fingerprint data or previously captured audio data) is stored on the mobile device itself for comparison with the information entered by the user to verify their identity.

In embodiments of the invention, the app also enables a communication link to be established with a customer assistance facility 114 where, for example, a user can communicate with a customer assistance operator.

The app interface is provided with a customer assistance request control (for example a touch control graphical element) which when activated by the user establishes a communication session with an operator device at the communication facility. This can be achieved in any suitable way, for example by using “voice over IP” (VOIP) techniques in which an IP data connection is established between network elements (i.e. the operator device and the mobile device). Suitable software to support such a communication session is provided with the app, and corresponding software is provided on the operator device. Such an arrangement allows communication data (e.g. voice data) to be exchanged between the operator device and the mobile device.

As can be seen from Figure 1, the customer assistance facility 114 is connected to the IP network 104. The communication session can therefore be established between the customer assistance facility 114 and the mobile device 106 via the IP network 104 and PLMN 103 using techniques known in the art. A user would typically contact the customer assistance facility if they had a query about some aspect of their account. The customer assistance facility 114 is connected via a secure connection 115 to the application server 101 providing customer assistance operators with access to account information on the application server 101.

Conventionally, in order for a user to discuss their account with a customer assistance operator, a user would have to verify their identity. This would normally be by answering “security questions” the answers to which it is unlikely a third party unconnected to the user would know and by providing, for example a certain number of specific characters from a secret password.

However, in accordance with embodiments of the invention, a user is only granted access to the communication functionality associated with establishing the communication link with the customer assistance facility 114 once the user has entered the user verification into the app and the identity of the user has been verified (for example by the authentication server, or via suitable processes provided by the app itself). This can be achieved by only displaying the touch control graphical element which when activated by the user begins the process whereby a communication session is established between the customer assistance facility 114 and the mobile device once the identity of the user has been verified.

In this way, the conventional step of the user verifying their identity to the customer assistance operator is no longer necessary.

Figure 2a provides a schematic diagram of an app interface 201 generated by the app and displayed on a mobile device 202. More specifically, Figure 2a shows a schematic diagram of a log on screen generated by the app which includes text 203 prompting a user to enter user verification information. In the example shown in Figure 2a, a username of the user has already been established (for example when a setup process was performed). Accordingly, the app only requires the user verification information to be input by the user.

The text 203 prompts the user to capture an image of their face using a camera 204. A window 205 is provided which displays the output of the camera 204 so that the user can align their face with the camera correctly to capture the image of their face. When the user judges that the camera 204 is correctly aligned with the user’s face, a touch control graphical element, capture image control button 206, is activated by the user. As is known, touch control graphical elements are graphical elements displayed on an interface provided by the app visually designating part of a touch screen of the mobile device 202 which when touched by the user will be interpreted by the app as an activation of the touch control.

As described above, when the image is captured, the app controls the mobile device 202 to communicate it to the application server and the authentication server. If the identity of the user is verified by the authentication server, a “user verified” message is sent from the application server to the app. Responsive to this, as described above, the app allows the user access to the functions associated with receiving account information and requesting account actions.

For example, in response to receipt of the “user verified” message, the app displays a “home screen” as shown in Figure 2b.

The home screen includes a number of touch controls which operate as described above. A first a touch control graphical element 207 when activated by a user causes the app to request and then display account information (for example a chronological summary over a predefined period of the balance of a user’s bank account). A second touch control graphical element 208 when activated causes the app to display further screens via which a user can apply for products and service, for example apply for a loan. A third touch control graphical element 209, marked “contact customer support” is for enabling the user to contact the communication assistance facility. When the third a touch control graphical element 209 is activated by a user, the app attempts to establish a communication session with the customer assistance facility. A fourth touch control graphical element 210 when activated by a user causes the app to log out and exit the app. Typically, when a user has activated the fourth control, the app interface is no longer displayed, and if the user wishes to use the app again, they must go through the user verification process described with reference to Figure 2a.

Figure 3 provides a schematic diagram depicting a more detailed view of the customer assistance facility 114 described in Figure 1.

The customer assistance facility 114 includes a switch unit 301 which is coupled to a plurality of operator devices 302, 303, 304. The operator devices 302, 303, 304 typically comprise computer terminals with a network connection and audio headset unit. The switch unit 301 is also coupled to the IP network 114.

As described above, in the event that a user of a mobile device on which the app is running successfully verifies their identity they then get access to the home screen displaying the various touch controls described with reference to Figure 2b. This provides the user access to communication functionality enabling the user to establish a communication session between the mobile device and an operator device.

In the examples described above, the communication functionality is provided by the various hardware and software components of the mobile device that enable a communication session to be established between the mobile device and an operator device. Access is granted to this communication functionality by virtue of a touch control being displayed on the app interface which if activated by the user, establishes the communication link with the customer assistance facility as described above.

In the event that the user selects the touch control enabling the user to contact the communication assistance facility, the app controls the mobile device to generate and transmit a communication session request message to the customer assistance facility. This is transmitted via the PLMN and the IP network 114 and received by the switch unit 301. The switch unit 301 then selects one of the operator devices 302, 303, 304 and establishes a communication session between the mobile device and the selected operator device.

The communication session allows the operator of the selected operator device and the user of the mobile device to communicate. Specifically, an internet protocol (IP) data connection is established between the mobile device and the operator device enabling communication data to be communicated from the mobile device to the operator device and from the operator device to the mobile device.

In certain embodiments the communication session will be based on voice communication. That is, the communication data exchanged between the operator device and the mobile device will comprise encoded speech data. A microphone of the mobile device captures the user’s voice which is then encoded by the app and transmitted to the operator device, where it is decoded, converted into an audio signal and output from a speaker unit of a headset connected to the operator device. Similarly, a microphone on the headset connected to the operator device captures the customer assistance operator’s voice which is encoded by the operator device transmitted to the mobile device, where it is decoded, converted into an audio signal an output from a speaker unit of the mobile device. The encoding, transmission via the IP network, and decoding of the user’s voice and the customer assistance operator’s voice can be achieved using any suitable technique known in the art, for example using techniques based on VOIP.

Each operator device 302, 303, 304 is connected via a communication link 305 to the application server 101. In certain examples, when a communication session is established between a mobile device and an operator device, details of the account or accounts associated with the user, as well as details of the user (e.g. their name) are communicated to the operator device. This can be controlled by software operating on the operator device and the switch unit. This software is arranged to extract user identifier data from the communication session request message. The extracted user identifier data is then included in a user information request message transmitted from the operator device to the application server 101. In response to receiving this user information request message, the application server 101 is arranged to communicate the account details and user details to the operator device which then displays this information on an interface displayed on a display unit of the operator device.

In this way, the operator can begin communicating with the user immediately about their account, without the user needing to introduce themselves and provide information about their account.

As described above, in accordance with embodiments of the invention, a user can only request that a communication session be established between the mobile device and the customer assistance facility once a user’s identity has been verified. In this way, and in contrast with conventional customer support operations, there is no need for a user to verify their identity when a communication link is established with a customer assistance operator. In other words the identity of the user is pre-authenticated.

In certain embodiments, the communication data exchanged between the mobile device and the operator device can further include video data. Providing suitable hardware and software is provided with the mobile device and app and with the operator terminal (e.g. suitable camera units and live video encoding and decoding software), then the operator of the operator device and user of the mobile device can communicate via live video in addition to voice.

In certain embodiments, additionally or alternatively, the communication data comprises messaging data. That is, instant messaging functionality is provided at the operator device and with the app allowing the operator of the operator device and the user of the mobile device to communicate by exchanging messages. The text of such messages are input by a user via a keyboard function supported by the app.

Figure 4 provides a flow diagram of a process performed by an app running on a mobile device in accordance with certain embodiments of the invention.

At a first step 401 user verification data is input by the user and received by the app.

At a second step 402, the identity of the user is verified using the user verification information. In certain embodiments this is achieved by the app controlling the mobile device to communicate the user verification information to an authentication server, and receiving, from the authentication server a “user-verified” message.

At a third step 403, the app grants the user access to communication functionality that enables a communication session to be established between the mobile device and an operator device.

At a fourth step 404, in response to a user activating a control, a communication session to be established between the mobile device and an operator device. The identity of the user is pre-authenticated.

As will be understood, the app running on the mobile device comprises computer-readable code which when run on the processor unit of the mobile device causes the processor to control the mobile device in accordance with the flow diagram of Figure 4. Such a computer program can be stored on a suitable computer program product such as a CD-ROM or solid state memory device.

In the various examples of the invention described above, the mobile device has mainly been described in terms of a smartphone including a touch screen allowing a user to control the smartphone via detected touch gestures. However, it will be understood that any suitably data connected mobile device, such as a tablet computer, games device, laptop and so on can be used.

Features, integers, characteristics or groups described in conjunction with a particular aspect, embodiment or example of the invention are to be understood to be applicable to any other aspect, embodiment or example described herein unless incompatible therewith. All of the features disclosed in this specification (including any accompanying claims, abstract and drawings), and/or all of the steps of any method or process so disclosed, may be combined in any combination, except combinations where at least some of the features and/or steps are mutually exclusive. The invention is not restricted to any details of any foregoing embodiments. The invention extends to any novel one, or novel combination, of the features disclosed in this specification (including any accompanying claims, abstract and drawings), or to any novel one, or any novel combination, of the steps of any method or process so disclosed.

The reader’s attention is directed to all papers and documents which are filed concurrently with or previous to this specification in connection with this application and which are open to public inspection with this specification, and the contents of all such papers and documents are incorporated herein by reference.

Claims

1. A method of establishing a communication session between a user of a mobile device and an operator device, said method comprising receiving from the user via an app running on the mobile device user verification information; verifying an identity of the user using the user verification information; and responsive to successfully verifying the identity of the user, granting access to communication functionality of the app, wherein when activated, said communication functionality is arranged to establish a communication session between the mobile device and the operator device in which the identity of the user is pre-authenticated.

2. A method according to claim 1, wherein the user verification information comprises a password.

3. A method according to claim 1, wherein the user verification information comprises biometric data of the user, said biometric data captured by an input device of the mobile device.

4. A method according to claim 3, wherein the input device comprises a camera and the biometric data comprises an image of the user’s face.

5. A method according to claim 3, wherein the input device comprises a fingerprint reader and the biometric device comprises a fingerprint reader.

6. A method according to claim 3, wherein the input device comprises a microphone and the biometric data comprises a sample of the user’s voice.

7. A method according to any previous claim, comprising communicating the user verification information from the app to an authentication server, verifying the identity of the user using the user verification information at the authentication server, and communicating a user verified message from the authentication server to the mobile device, and responsive to receipt of the user verified message, granting access by the app to the communication functionality.

8. A method according to any of claims 1 to 6, comprising verifying the identity of the user using the user verification information at the mobile device, and responsive to successfully verifying the identity of the user at the mobile device, granting access by the app to the communication functionality.

9. A method according to any previous claim, wherein granting access to the communication functionality comprises displaying a touch control graphical element on an interface provided by app, and responsive to a user activation of said touch control graphical element, establishing the communication session between the mobile device and the operator device.

10. A method according to any previous claim, wherein establishing the communication session between the mobile device and the operator device comprises establishing an internet protocol (IP) data connection between the mobile device and the operator device enabling communication data to be communicated from the mobile device to the operator device and from the operator device to the mobile device.

11. A method according to claim 10, wherein the communication data comprises one or more of voice data, video data and/or message data.

12. A method according to any previous claim, wherein the app is a banking app providing a user with access to account information associated with a bank account.

13. A method according to any previous claim, wherein the mobile device is a smart phone.

14. A method according to any previous claim, wherein the operator device is located in a customer assistance facility.

15. A computer program which when run on a mobile device causes the mobile device to perform a method as defined in any of claims 1 to 13.

16. A computer program product on which is stored a computer program as defined in claim 15.

17. A method, computer program or computer program product as hereinbefore described with reference to the drawings.