CA2352001A1 - Method for carrier class voice security token - Google Patents
Method for carrier class voice security token Download PDFInfo
- Publication number
- CA2352001A1 CA2352001A1 CA 2352001 CA2352001A CA2352001A1 CA 2352001 A1 CA2352001 A1 CA 2352001A1 CA 2352001 CA2352001 CA 2352001 CA 2352001 A CA2352001 A CA 2352001A CA 2352001 A1 CA2352001 A1 CA 2352001A1
- Authority
- CA
- Canada
- Prior art keywords
- telephone communication
- transactional identifier
- telephone
- key elements
- elements include
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Abandoned
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Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42221—Conversation recording systems
Abstract
A method or process is provided for a carrier class product which permits a user initiated, voice transaction security mechanism.
Description
Method for Carrier Class Voice Security Token FIELD OF THE INVENTION
This invention relates to a method or process for a carrier class product which permits a user initiated, voice transaction security mechanism.
BACKGROUND OF THE INVENTION
Despite ever-increasing usage of the Web, companies still receive more than 70% of their orders through the appliance their customers prefer: the telephone. This reflects both the l0 ubiquitous nature of the telephone and the fact that customers remain comfortable with, and accepting of, the telephone as the primary tool in the conduct of business.
Yet, voice transactions conducted via the telephone lack the fundamental guarantors of security and data integrity which we have come to expect from other-means of electronic transactions. There currently exists no method for a telephone user to initiate the recording, 15 storing, and securing of a voice transaction conducted over the telephone.
Furthermore, there is no structured process in place to conduct dispute resolution when voice transactions do not occur as understood by both parties.
In financial services, the majority of voice transactions are not recorded. If a dispute should occur, then it is up to the customer to phone-in a complaint, which becomes a "your word 20 against mine" situation. There are some brokerages that record transactions, but do not offer flexible file-management capabilities. There is currently no Garner class product which permits a user initiated, voice transaction security mechanism.
Call centers have taped either the whole portion of the call or the components of the transaction. If the call was of a significant duration, the portions of the contractual terms and 25 conditions, and acceptance of the terms and conditions, were captured using computer telephony integration (CTI). These systems tend to be used in higher value transactions that are less frequent because of the cost to capture, store and more importantly, retrieve the correct information.
There is a need for a carrier class product which permits a user initiated, voice transaction 3o security mechanism.
SUMMARY OF THE INVENTION
A method or process is provided for a Garner class product which permits a user initiated, voice transaction security mechanism.
The carrier class voice security token (CC-VST) integrates the following areas of technology:
- Initiation of the CC-VST process by a telephone user via a telephone keypad entry - Digital recording of wireline and wireless telephone calls - Data storage, retrieval, and playback of recorded telephone interactions - Digital signal processing (DSP) for converting time domain digital recording to 1o frequency domain digital representation. Extraction of characteristic frequency and intensity features from frequency domain digital representation.
- Encryption methods of securing the recorded digital data prior to storage and/or distribution.
In accordance with an aspect of the invention, there is provided a method of dispute 15 resolution for a telephone communication, the method comprising a validation method wherein a transactional identifier of said telephone communication is used to determine the details of said telephone communication and the authenticity of one or more parties to said telephone communication.
In accordance with another aspect of the invention, there is provided a validation method 2o for a telephone communication wherein said method is telephone user initiated, said telephone communication is digitally recorded, said telephone communication can be stored, retrieved and played-back, and a transactional identifier of said telephone communication is created and used to determine the details of said telephone communication and the authenticity of one or more parties to said telephone communication.
BRIEF DESCRIPTIONS OF THE DRAWINGS
Embodiments of the invention will now be described with reference to the accompanying drawings, in which:
Figure 1 is a diagram depicting an embodiment of a carrier class voice security token 3o infrastructure.
Figure 2 is a diagram depicting a voice transaction using the carrier class voice security token process.
This invention relates to a method or process for a carrier class product which permits a user initiated, voice transaction security mechanism.
BACKGROUND OF THE INVENTION
Despite ever-increasing usage of the Web, companies still receive more than 70% of their orders through the appliance their customers prefer: the telephone. This reflects both the l0 ubiquitous nature of the telephone and the fact that customers remain comfortable with, and accepting of, the telephone as the primary tool in the conduct of business.
Yet, voice transactions conducted via the telephone lack the fundamental guarantors of security and data integrity which we have come to expect from other-means of electronic transactions. There currently exists no method for a telephone user to initiate the recording, 15 storing, and securing of a voice transaction conducted over the telephone.
Furthermore, there is no structured process in place to conduct dispute resolution when voice transactions do not occur as understood by both parties.
In financial services, the majority of voice transactions are not recorded. If a dispute should occur, then it is up to the customer to phone-in a complaint, which becomes a "your word 20 against mine" situation. There are some brokerages that record transactions, but do not offer flexible file-management capabilities. There is currently no Garner class product which permits a user initiated, voice transaction security mechanism.
Call centers have taped either the whole portion of the call or the components of the transaction. If the call was of a significant duration, the portions of the contractual terms and 25 conditions, and acceptance of the terms and conditions, were captured using computer telephony integration (CTI). These systems tend to be used in higher value transactions that are less frequent because of the cost to capture, store and more importantly, retrieve the correct information.
There is a need for a carrier class product which permits a user initiated, voice transaction 3o security mechanism.
SUMMARY OF THE INVENTION
A method or process is provided for a Garner class product which permits a user initiated, voice transaction security mechanism.
The carrier class voice security token (CC-VST) integrates the following areas of technology:
- Initiation of the CC-VST process by a telephone user via a telephone keypad entry - Digital recording of wireline and wireless telephone calls - Data storage, retrieval, and playback of recorded telephone interactions - Digital signal processing (DSP) for converting time domain digital recording to 1o frequency domain digital representation. Extraction of characteristic frequency and intensity features from frequency domain digital representation.
- Encryption methods of securing the recorded digital data prior to storage and/or distribution.
In accordance with an aspect of the invention, there is provided a method of dispute 15 resolution for a telephone communication, the method comprising a validation method wherein a transactional identifier of said telephone communication is used to determine the details of said telephone communication and the authenticity of one or more parties to said telephone communication.
In accordance with another aspect of the invention, there is provided a validation method 2o for a telephone communication wherein said method is telephone user initiated, said telephone communication is digitally recorded, said telephone communication can be stored, retrieved and played-back, and a transactional identifier of said telephone communication is created and used to determine the details of said telephone communication and the authenticity of one or more parties to said telephone communication.
BRIEF DESCRIPTIONS OF THE DRAWINGS
Embodiments of the invention will now be described with reference to the accompanying drawings, in which:
Figure 1 is a diagram depicting an embodiment of a carrier class voice security token 3o infrastructure.
Figure 2 is a diagram depicting a voice transaction using the carrier class voice security token process.
Figure 3 is a diagram depicting a dispute resolution of a voice transaction using the carrier class voice security token process.
DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION
A fundamental aspect of certainty in commercial transactions is non-repudiation - having a system that clarifies the identity of the parties (authentication) and the details of the transaction (validation). This process provides transaction validation for voice. The class Garner voice security token (CC-VST) represents a new method to conduct commerce using the phone.
Accessing the service is not dependent upon the hardware of the user - the hardware resides on to the network, and the service is available over any telephone.
The CC-VST works over any phone system to capture, create and distribute the key elements of the verbal transaction. The CC-VST is a voice security product that validates voice transactions by creating a secure digital representation of the key elements of the verbal contract designed to fit within network Garners. Key elements that are captured include the identity of the 15 parties, the time and date, and the terms of the offer and acceptance. If a dispute should occur, the CC-VST can be used to determine what exactly was agreed to in the transaction. In essence, the CC-VST is a digital receipt for voice transactions.
How CC-VST works:
2o The proposed method presents an assurance mechanism for the buyer and seller in a verbal contract to verify the original terms and conditions, ensuring the authenticity of the information. The CC-VST is a unique transactional identifier that is generated from the voice samples of the buyers) and sellers) in a digital format. 'The CC-VST is a condensed representation of the original voice files containing characteristic voice features of each the 25 parties in the transaction. The CC VST is a unique identifier to the specific verbal agreement.
The CC-VST is a 'fingerprint' of the transaction and ensures no one can modify the offer and/or acceptance of the terms and conditions that were agreed to in a verbal contract. In a third party scenario, there is a neutral party that stores the information in order for either party to have assurances as to the integrity and authenticity of the information. The method also enables the 3o buyer and/or seller to have their own systems to capture the information for their own assurance systems.
Advantages of CC-VST:
The CC-VST offers several key advantages and benefits for the end-user, including:
~ Can be initiated by any individual with a telephone to provide a secure transactional receipt of a voice transaction.
~ Easy to manage: At less than 0.4K in size, the files can be easily indexed.
This creates a virtual audit trail, should a dispute occur.
~ Builds trust between transaction parties.
~ Fully secure, tamper-proof The transaction terms contained in the CC-VST
cannot be manipulated.
l0 ~ Language independent: The CC-VST works equally well in any language. This is an important feature in a global economy.
The CC-VST offers benefits to the carrier including:
~ Bridges data services and voice services: The CC-VST allows for the integration of systems like Public Key Infrastructure (PKI) into a voice environment.
~ Creates trust building mechanism for telephone Garners: Like financial institutions, the telephone carriers have long sought the mechanisms that can build trust and credibility with their customers.
Figure 1 shows an embodiment of an infrastructure of the CC-VST. A trigger for the CC-2o VST creation may be, for example, a "Star 75" (*75) sequence on the telephone of one of the parties.
A digital recording is initiated from a wireline or wireless phone through a key pad sequence such as *75 (or another sequence as determined by the telco Garner).
The *75 sequence is received by the local telephone switch and is passed through to a digital data parallel network called the SS7 network. The SS7 network routes the initiation sequence to a server which is connected to the SS7 and Internet networks. The server then initiates a call bridge into the existing phone call, records the call, and is then terminated by another key pad sequence or when the call in completed.
A server that records calls as described above interacts with a database server to save the 3o calls as well. The calls can be saved to a typical database server or can be forwarded to the telephone users voice mail for later retrieval.
There are three prospective ways for retrieving the saved telephone calls. One is to integrate this retrieval with the users current voice mail service. The recorded call is then played back in the same fashion as voice mail. The second is to provide a retrieval system using speech recognition that allows a user to call into a server, be verified through typical methods, and then retrieve their recorded calls using standard queries. In this scenario, the recorded call is played back to them over the phone. The third method is to provide a web interface which allows users to retrieve the recorded device using a standard .wav player such as MS media player.
Figure 2 shows an embodiment of the use of the CC-VST. The CC-VST is can be used for any transaction between a buyer and seller. For example, in a securities transaction the buyer l0 places an order for 100 of shares of stock ABC at the market price. The seller asks the buyer to confirm the accuracy of the transaction by repeating the attributes ("Confirm you want to buy 100 shares of stock ABC at the market price"). This is known as the offer. If the buyer agrees to the terms, he or she confirms the transactions ("Yes, that is correct").
Meanwhile, the offer and acceptance are recorded, time-stamped, signal processed, and stored. Key elements of the offer 15 and acceptance, now in a digital encrypted format (CC-VST), are sent to both the buyer and the seller. The CC-VST is less than 0.4K in size.
Figure 3 shows an embodiment of the dispute resolution capabilities of the CC-VST.
Should a dispute occur, the CC-VST is used to identify the terms of the transaction. In the securities example from above, the buyer may claim that the trade was not executed accurately 20 (e.g., wrong security purchased, incorrect number of shares or incorrect price limit). The CC-VST is then used to confirm the validity of the transaction. The buyer matches the token to the information stored in the third party server. By matching the tokens, both parties can be certain that neither of the tokens have been altered. These tokens point to the original audio file, which is then played back to the buyer and seller. To further confirm the validity of the transaction, 25 another copy of the CC-VST can be created and matched with the buyer CC-VST. Both parties can now be absolutely certain of the true terms of the transaction. The CC-VST
functions as a digital receipt of a voice transaction.
Dispute resolution with the CC-VST can also involve neutral third party participation.
Neutral third parties can guarantee the security and integrity of the recorded wireline and wireless 30 phone transactions.
While specific embodiments of the present invention have been described, various modifications and substitutions may be made to such embodiments. Such modifications and substitutions are within the scope of the present invention, and are intended to be covered by the following claims.
DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION
A fundamental aspect of certainty in commercial transactions is non-repudiation - having a system that clarifies the identity of the parties (authentication) and the details of the transaction (validation). This process provides transaction validation for voice. The class Garner voice security token (CC-VST) represents a new method to conduct commerce using the phone.
Accessing the service is not dependent upon the hardware of the user - the hardware resides on to the network, and the service is available over any telephone.
The CC-VST works over any phone system to capture, create and distribute the key elements of the verbal transaction. The CC-VST is a voice security product that validates voice transactions by creating a secure digital representation of the key elements of the verbal contract designed to fit within network Garners. Key elements that are captured include the identity of the 15 parties, the time and date, and the terms of the offer and acceptance. If a dispute should occur, the CC-VST can be used to determine what exactly was agreed to in the transaction. In essence, the CC-VST is a digital receipt for voice transactions.
How CC-VST works:
2o The proposed method presents an assurance mechanism for the buyer and seller in a verbal contract to verify the original terms and conditions, ensuring the authenticity of the information. The CC-VST is a unique transactional identifier that is generated from the voice samples of the buyers) and sellers) in a digital format. 'The CC-VST is a condensed representation of the original voice files containing characteristic voice features of each the 25 parties in the transaction. The CC VST is a unique identifier to the specific verbal agreement.
The CC-VST is a 'fingerprint' of the transaction and ensures no one can modify the offer and/or acceptance of the terms and conditions that were agreed to in a verbal contract. In a third party scenario, there is a neutral party that stores the information in order for either party to have assurances as to the integrity and authenticity of the information. The method also enables the 3o buyer and/or seller to have their own systems to capture the information for their own assurance systems.
Advantages of CC-VST:
The CC-VST offers several key advantages and benefits for the end-user, including:
~ Can be initiated by any individual with a telephone to provide a secure transactional receipt of a voice transaction.
~ Easy to manage: At less than 0.4K in size, the files can be easily indexed.
This creates a virtual audit trail, should a dispute occur.
~ Builds trust between transaction parties.
~ Fully secure, tamper-proof The transaction terms contained in the CC-VST
cannot be manipulated.
l0 ~ Language independent: The CC-VST works equally well in any language. This is an important feature in a global economy.
The CC-VST offers benefits to the carrier including:
~ Bridges data services and voice services: The CC-VST allows for the integration of systems like Public Key Infrastructure (PKI) into a voice environment.
~ Creates trust building mechanism for telephone Garners: Like financial institutions, the telephone carriers have long sought the mechanisms that can build trust and credibility with their customers.
Figure 1 shows an embodiment of an infrastructure of the CC-VST. A trigger for the CC-2o VST creation may be, for example, a "Star 75" (*75) sequence on the telephone of one of the parties.
A digital recording is initiated from a wireline or wireless phone through a key pad sequence such as *75 (or another sequence as determined by the telco Garner).
The *75 sequence is received by the local telephone switch and is passed through to a digital data parallel network called the SS7 network. The SS7 network routes the initiation sequence to a server which is connected to the SS7 and Internet networks. The server then initiates a call bridge into the existing phone call, records the call, and is then terminated by another key pad sequence or when the call in completed.
A server that records calls as described above interacts with a database server to save the 3o calls as well. The calls can be saved to a typical database server or can be forwarded to the telephone users voice mail for later retrieval.
There are three prospective ways for retrieving the saved telephone calls. One is to integrate this retrieval with the users current voice mail service. The recorded call is then played back in the same fashion as voice mail. The second is to provide a retrieval system using speech recognition that allows a user to call into a server, be verified through typical methods, and then retrieve their recorded calls using standard queries. In this scenario, the recorded call is played back to them over the phone. The third method is to provide a web interface which allows users to retrieve the recorded device using a standard .wav player such as MS media player.
Figure 2 shows an embodiment of the use of the CC-VST. The CC-VST is can be used for any transaction between a buyer and seller. For example, in a securities transaction the buyer l0 places an order for 100 of shares of stock ABC at the market price. The seller asks the buyer to confirm the accuracy of the transaction by repeating the attributes ("Confirm you want to buy 100 shares of stock ABC at the market price"). This is known as the offer. If the buyer agrees to the terms, he or she confirms the transactions ("Yes, that is correct").
Meanwhile, the offer and acceptance are recorded, time-stamped, signal processed, and stored. Key elements of the offer 15 and acceptance, now in a digital encrypted format (CC-VST), are sent to both the buyer and the seller. The CC-VST is less than 0.4K in size.
Figure 3 shows an embodiment of the dispute resolution capabilities of the CC-VST.
Should a dispute occur, the CC-VST is used to identify the terms of the transaction. In the securities example from above, the buyer may claim that the trade was not executed accurately 20 (e.g., wrong security purchased, incorrect number of shares or incorrect price limit). The CC-VST is then used to confirm the validity of the transaction. The buyer matches the token to the information stored in the third party server. By matching the tokens, both parties can be certain that neither of the tokens have been altered. These tokens point to the original audio file, which is then played back to the buyer and seller. To further confirm the validity of the transaction, 25 another copy of the CC-VST can be created and matched with the buyer CC-VST. Both parties can now be absolutely certain of the true terms of the transaction. The CC-VST
functions as a digital receipt of a voice transaction.
Dispute resolution with the CC-VST can also involve neutral third party participation.
Neutral third parties can guarantee the security and integrity of the recorded wireline and wireless 30 phone transactions.
While specific embodiments of the present invention have been described, various modifications and substitutions may be made to such embodiments. Such modifications and substitutions are within the scope of the present invention, and are intended to be covered by the following claims.
Claims (33)
1. A method of dispute resolution for a telephone communication, the method comprising a validation method wherein a transactional identifier of said telephone communication is used to determine the details of said telephone communication and the authenticity of one or more parties to said telephone communication.
2. A method of dispute resolution as in claim 1, wherein said telephone communication is a voice communication.
3. A dispute resolution method in claim 1, wherein said telephone communication is a verbal transaction.
4. A dispute resolution method as in claim 1, wherein said transactional identifier is a secure digital representation of said telephone communication.
5. A validation method for a telephone communication wherein:
said method is telephone user initiated;
said telephone communication is digitally recorded;
said telephone communication can be stored, retrieved and played-back;
a transactional identifier of said telephone communication is created and used to determine the details of said telephone communication and the authenticity of one or more parties to said telephone communication.
said method is telephone user initiated;
said telephone communication is digitally recorded;
said telephone communication can be stored, retrieved and played-back;
a transactional identifier of said telephone communication is created and used to determine the details of said telephone communication and the authenticity of one or more parties to said telephone communication.
6. A validation method as in claim 5, wherein said method is telephone user initiated is by telephone keypad entry.
7. A validation method as in claim 5, wherein said telephone communication is a wireline and/or a wireless telephone communication.
8. A validation method as in claim 5, wherein said telephone communication is a voice telephone communication.
9. A validation method as in claim 5, wherein said telephone communication is a verbal transaction.
10. A validation method as in claim 5, wherein said method occurs over a telephone carrier.
11. A validation method as in claim 5, wherein said transactional identifier can be regenerated from original digital audio files.
12. A validation method as in claim 5, wherein said method includes a neutral third party which stores said transactional identifier, or a copy of said secure transactional identifier.
13. A validation method as in claim 5, wherein each party to said telephone communication stores said transactional identifier, or a copy of said transactional identifier.
14. A validation method as in claim 5, wherein said transactional identifier is a secure digital representation of said telephone communication.
15. A transactional identifier as in claim 5, wherein said transactional identifier is comprised of a condensed representation of said telephone communication.
16. A transactional identifier as in claim 15, wherein said condensed representation is in a digital format.
17. A transactional identifier as in claim 16, wherein said digital format is encrypted.
18. A transactional identifier as in claim 15, wherein said condensed representation is generated from original voice files containing characteristic voice features of each of the parties to said telephone communication.
19. A transactional identifier as in claim 5, wherein key elements of a telephone communication are captured.
20. A transactional identifier as in claim 19, wherein said key elements include the terms of an offer.
21. A transactional identifier as in claim 19, wherein said key elements include the terms of an acceptance.
22. A transactional identifier as in claim 19, wherein said key elements include the identity of the party or parties to said telephone communication.
23. A transactional identifier as in claim 19, wherein said key elements include the time of said telephone communication.
24. A transactional identifier as in claim 19, wherein said key elements include the date of said telephone communication.
25. A transactional identifier of a telephone communication, wherein said transactional identifier is comprised of a condensed representation of said telephone communication.
26. A condensed representation as in claim 25, wherein said condensed representation is in a digital format.
27. A condensed representation as in claim 25, wherein said condensed representation is generated from original voice files containing characteristic voice features of each of the parties to said telephone communication.
28. A secure digital representation of a telephone communication, wherein key elements of a voice telephone communication are captured.
29. A secure digital representation as in claim 28, wherein said key elements include the terms of an offer.
30. A secure digital representation as in claim 28, wherein said key elements include the terms of an acceptance.
31. A secure digital representation as in claim 28, wherein said key elements include the identity of the party or parties to said telephone communication.
32. A secure digital representation as in claim 28, wherein said key elements include the time of said telephone communication.
33. A secure digital representation as in claim 28, wherein said key elements include the date of said telephone communication.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CA 2352001 CA2352001A1 (en) | 2001-06-29 | 2001-06-29 | Method for carrier class voice security token |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CA 2352001 CA2352001A1 (en) | 2001-06-29 | 2001-06-29 | Method for carrier class voice security token |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CA2352001A1 true CA2352001A1 (en) | 2002-12-29 |
Family
ID=4169392
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA 2352001 Abandoned CA2352001A1 (en) | 2001-06-29 | 2001-06-29 | Method for carrier class voice security token |
Country Status (1)
| Country | Link |
|---|---|
| CA (1) | CA2352001A1 (en) |
-
2001
- 2001-06-29 CA CA 2352001 patent/CA2352001A1/en not_active Abandoned
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| FZDE | Dead |