Journey.ai

Avaya Inc.

Yolanda Schwartz

Shmuel Shaffer

Alexander John Shockley

James M Behmke

Michael James Krack

Moni Manor

Aaron Lepold

The techniques herein are directed generally to providing access control and identity verification for communications when initiating a communication to an entity to be verified. In one particular embodiment, an illustrative method according to one or more embodiments of the present disclosure may comprise: initiating, from an initiating device, a communication to a receiving device on a communication channel; determining, by the initiating device over a verification channel with a verification service, whether an identity associated with the receiving device is verified by the verification service; managing, by the initiating device in response to the identity associated with the receiving device being verified, the communication to the receiving device according to the identity being verified; and managing, by the initiating device in response to the identity associated with the receiving device being unverified, the communication to the receiving device according to the identity being unverified.

Providing access control and identity verification for communications when initiating a communication to an entity to be verified

The techniques herein are directed generally to providing access control and identity verification for communications when initiating a communication from an entity to be verified. In one embodiment an initiating device initiates a communication to a receiving device on a communication channel, wherein the receiving device is configured to determine whether an identity associated with the initiating device is verified by a verification service. The initiating device verifies the identity through a verification service client application on the initiating device, and conveys, to the verification service over a verification channel, that the identity associated with the initiating device is verified, wherein the verification service conveys, to the receiving device over the verification channel, that the identity is verified. The communication then continues with the receiving device on the communication channel, wherein the receiving device manages the communication from the initiating device according to the identity being verified.

Providing access control and identity verification for communications when initiating a communication from an entity to be verified

The techniques herein are directed generally to providing access control and persona validation for interactions. In one embodiment, a method for a first device comprises: interacting with a second device on a communication channel; determining, over a verification channel with a verification service, that an identity of a user communicating on the second device is a verified identity according to the verification service; determining a persona of the user; querying a third-party entity to make a determination whether the persona is validated and to correspondingly determine a current privilege level; and managing interaction with the second device according to the determination whether the persona is validated and the corresponding current privilege level. Another embodiment comprises a verification server's perspective of facilitating the interaction between the first and second devices, where the verification server queries the third-party entity to validate the persona.

Providing access control and persona validation for interactions

The techniques herein are directed generally to providing access control and identity verification for communications when receiving a communication at an entity to be verified. In one embodiment, a receiving device receives a communication from an initiating device on a communication channel, wherein the initiating device is configured to determine whether an identity associated with the receiving device is verified by a verification service. The receiving device verifies the identity through a verification service client application on the receiving device, and conveys, to the verification service over a verification channel, that the identity associated with the receiving device is verified, wherein the verification service is caused to convey, to the initiating device over the verification channel, that the identity is verified. The communication then continues with the initiating device on the communication channel, wherein the initiating device manages the communication according to the identity being verified.

Providing access control and identity verification for communications when receiving a communication at an entity to be verified

System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.

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Sunnyvale, CA, United States of America

Yolanda Schwartz