Note: Descriptions are shown in the official language in which they were submitted.
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CREDIT REPORT RETRIEVAL SYSTEM INCLUDING VOICE-BASED INTERFACE
FIELD OF THE INVENTION
The present invention relates to credit report retrieval systems and, more
particularly, to a credit report retrieval system including a voice-based
interface allowing
for the ordering and retrieval of credit report information using a telephone
or other
voice-based network device.
BACKGROUND OF THE INVENTION
Services providing credit reporting data to individual consumers are gaining
widespread acceptance in light of increasing concern and attention to identity
theft.
Identity theft or fraud refers to crimes in which someone wrongfully obtains
and uses
another person's personal information, such as social security or financial
account
numbers, in a fraudulent or other deceptive manner for economic gain. Common
activities associated with identity theft include opening credit card or other
credit
accounts using the victim's identity and charging against these accounts to
purchase
goods and services without the intention of paying off the ensuing debts.
Credit reporting services offer consumers the ability not only to gauge their
personal credit standing, but also to monitor their credit histories for signs
of identity
theft. Such credit report providers typically offer their services over the
Internet in light
of the inherent advantages associated with ordering and viewing credit report
information
using a network-enabled client device, such as a personal computer. The
Internet is a
global network of millions of computers belonging to various commercial and
non-profit
entities such as corporations, universities, and research organizations. The
computer
networks of the Internet are connected by gateways that handle data transfer
and
conversion of messages from a sending network to the protocols used by a
receiving
network. The Internet's collection of networks and gateways generally use the
TCP/IP
protocol for message transfer. TCP/IP is an acronym for Transmission Control
Protocol/Internet Protocol, a software protocol suite initially developed by
the
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Department of Defense.
Typically, the computers connected to a wide area network such as the Internet
are identified as either servers or clients. A server is a computer that
stores files that are
available to other computers connected to the network. A client is a computer
connected
to the network that accesses the files and other resources provided by a
server. To obtain
information from a server, a client computer makes a request for a file or
information
located on the server using a specified protocol, such as HTTP. Upon receipt
of a
properly formatted request, the server transmits the file to the client
computer.
The increasing use of wide area networks, such as the Internet, has resulted
in an
explosion in the provision of on-line services. Computer users can access a
vast wealth of
information and services by utilizing a wide area network to establish a
connection with
other computers connected to the network. Indeed, the Internet has quickly
become a
means for not only obtaining information, but for conducting commercial
transactions
and retail purchases. For example, as discussed above, the Internet has become
a popular
resource for consumers to access and monitor their credit history information.
Indeed, a
variety of on-line services offer users the ability to access credit report
data maintained
by credit reporting bureaus, such as TransUnion , Equifax and Experian . In
fact,
some on-line services allow users to obtain credit reports that merge data
from multiple
credit reporting bureaus.
The requirements associated accessing resources available over the Internet
tend
to exclude a large segment of potential consumers and/or prevents such credit
reporting
services to avail themselves of other opportunities for reaching potential
consumers. For
example, the requirement that a user have a computer connected to the Internet
excludes
users who do not own a network-enabled computer. Moreover, the prior art
requires
potential consumers to actively seek out and access the web sites associated
with the
credit report providers. These conditions are obstacles that credit data
reporting services
would like to overcome, while nevertheless leveraging their infrastructure
dedicated to
the provision of on-line credit reporting services.
In light of the foregoing, a need in the art exists for methods, apparatuses
and
systems that allow consumers to order credit report data using telephone
network devices.
A need also exists for methods, apparatuses and systems that allow online
credit report
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providers to leverage existing infrastructure and avail themselves of
alternative
distribution channels that are capable of accessing a large market segment.
Embodiments
of the present invention substantially fulfill these needs.
SUMMARY OF THE INVENTION
The present invention provides methods, apparatuses and systems providing a
voice-based interface to credit report retrieval, systems allowing users to
order credit
report data using a telephone or similar device. The present invention
provides novel
functionality and process flows directed to handling a request from a caller
for a credit
report, while providing a secure and easy-to-use voice interface. In one
embodiment, the
functionality associated with the present invention allows a customer to
access his/her
credit score via a telephone or other suitable voice-based device, and
optionally have a
credit report mailed to his/her address. The use of a voice interface, instead
of a
traditional graphical user interface associated with web-based services
accessible over a
client computer, marks a departure from traditional credit reporting product
channels and
provides an opportunity to access a large market of consumers who do not
regularly
access the Internet. In one embodiment, the present invention further provides
a novel
authentication methodology, especially adapted to telephone network devices
and other
interfaces having limited text entry capabilities, that minimizes the
opportunity for
malicious users to glean meaningful amounts of authenticating information;
i.e. personal
information presumably known to an individual that may be used to authenticate
identity.
DESCRIPTION OF THE DRAWINGS
Figure I is a functional block diagram illustrating a computer network
environment including a voice-channel-based credit data retrieval system
according to
one embodiment of the present invention.
Figure 2 is a flow chart that illustrates the initial process flow wherein an
explanation of the service is provided to the user and the user is provided
the option to
order a credit report.
Figure 3 is a flow chart providing the call flow associated with processing
payment information provided by the user.
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Figure 4 is a flow chart illustrating an authentication process flow according
to an
embodiment of the present invention.
Figure 5 is a flow chart setting forth a process flow, according to one
embodiment, directed to the credit reporting aspect of the present invention.
Figure 6A is a flow chart illustrating a call process flow associated with
operator
transfers.
Figure 6B is a flow chart providing a process flow associated with
disconnecting
with users.
DESCRIPTION OF PREFERRED EMBODIMENT(S)
1. Overview
As Figure 1 provides, an embodiment of the present invention operates in a
computer network environment comprising at least one credit reporting bureau
20, credit
scoring engine 25, voice interface system 30, payment system 40, and credit
data retrieval
system 50. Computer network 90 can be any suitable computer network, including
the
Internet or any wide area network.
In one embodiment, credit data retrieval system 50 comprises Web/HTTP server
52, application server 54, database server 56 and web services network gateway
55.
Web/HTTP server 52 is operative to establish HTTP or other connections with
client
computers (or other network access devices) to receive requests for files or
other data
over computer network 90 and transmit responses in return. In one embodiment,
Web/HTTP server 52 passes user requests to application server 54 which
composes a
response and transmits it to the user via web server 52. In one embodiment,
web server
52 establishes a secure connection to transmit data to users and other sites,
using the SSL
("Secure Sockets Layer") encryption protocol part of the HTTP(S) ("Secure
HTTP")
protocol, or any other similar protocol for transmitting confidential or
private information
over an open computer network. Database server 56 stores the content and other
data
associated with operation of loan rate analysis system. Application server 54,
in one
embodiment, includes the functionality handling the overall process flows,
described
herein, associated with credit data retrieval system 50. Application server
54, in one
embodiment, accesses database server 56 for data (e.g., HTML page content,
etc.) to
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=
generate responses to user requests and transmit them to web server 52 for
ultimate
transmission to the requesting user. Application server 54 is further
operative to interact
with voice interface system 30 through, in one embodiment, network services
gateway 55
to allow users to access credit reports with voice-based telephone network
devices, such
as cell phones, POTS telephones, and web phones, as discussed below. As one
skilled in
the art will recognize, the distribution of functionality set forth above
among web server
52, database server 56 and application server 54 is not required by any
constraint. The
functionality described herein may be included in a single logical server or
module or
distributed in separate modules. In addition, the functionality described
herein may reside
on a single physical server or across multiple physical servers.
As Figure 1 illustrates, voice interface system 30 is operably connected to
telecommunications network 35 to allow users to access credit data retrieval
system 50
using a voice-based telephone network device, such as POTS telephone 38 or
wireless
phone 39, as more fully described below. Specifically, voice interface system
30 provides
call process flow functionality, pre-recorded voice-based scripts, and a voice-
based
and/or DTMF-based interface allowing users, using touch keys on telephones 38
or 39
and/or voice commands, to order credit report data, as well as provide payment
and
authentication information. In one embodiment, voice interface system 30
includes
speech recognition functionality operative to translate voice signal data into
text data
suitable for further processing. A variety of speech recognition systems are
known, all of
which can be applied to the present invention. In one embodiment, voice
interface system
further includes text-to-speech engine that converts text data into computer-
generated
voice signals recognizable as speech. In one embodiment, voice interface
system 30
includes interface server 31 and network services gateway 32. Network services
gateway
25 32 is operative to process and route service requests and responses over
computer
network 90. Interface server 31 is operably connected to telecommunications
network 35
to interact with users at telephones 38 or 39, as more fully described below.
In another
embodiment, the telephone network device may be a web-based phone implemented
by a
software application resident on a client computer. Interface server 31 is
further operative
30 to compose requests, including data entered by users at telephones 38 or
39, and transmit
them to network services gateway 32 for routing (and other related tasks, such
as
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logging) to credit data retrieval system 50. Interface server 31 may also be
operative to
transfer users to customer service call centers upon a request from a user, or
the detection
of an error or condition requiring human intervention.
Credit scoring engine 25, in one embodiment, is a web-based application
service
operative to compute a credit score given a set of credit data. Credit scoring
engine 25 is
operative to receive credit report data relating to an individual or other
entity and process
the data against a proprietary or other credit scoring model to yield a credit
score.
Suitable credit scoring models including a FICO credit scoring model,
CreditXpert ,
TransRisk , or any other suitable credit scoring model. In one embodiment,
credit
scoring engine 25 is a stand-alone web-based application remote from credit
data.
retrieval system 50 and/or credit reporting bureau 20. In other embodiments,
the
functionality of credit scoring engine 25, however, is integrated into other
components
associated with computer network 90. For example, credit scoring engine 25 may
be
incorporated as an internally executed application (such as CreditXpert)
within credit
data retrieval system 50, or within credit reporting bureau 20.
Credit reporting bureau 20 maintains a database or other repository of credit
history data for at least one individual or other entity, such as the credit
reporting services
offered by Experian , Equifax , and TransUnion . Credit reporting bureau(s) 20
offer
web-based credit reporting application services. In one embodiment, at least
one credit
reporting bureau 20 includes Address Verification System (AVS) functionality,
allowing
for verification of addresses associated with individual users. In one
embodiment, credit
data retrieval system 50 formulates an XML request and transmits it to credit
reporting
bureau 20 to retrieve credit report data. In one embodiment, at least one
credit reporting
bureau 20 is operative to access credit scoring engine 25 in response to a
request from
credit data retrieval system 50; in such an embodiment, the credit reporting
bureau 20
transmits the credit reporting data associated with the individual to credit
scoring engine
25 and receives a credit score in return. The credit reporting bureau 20 then
returns the
credit score with the credit report data to credit data retrieval system 50.
In one
embodiment, credit data retrieval system 50 formulates an XML request and
transmits it
to credit reporting bureau 20 to retrieve credit report data. In one
embodiment, the XML
request format includes a flag or other indication of whether a credit score
is also desired.
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Credit reporting bureau 20 responds to the asynchronous or synchronous request
by
transmitting an XML response including credit report data corresponding to the
individual identified in the XML request. In one embodiment, credit data
retrieval system
50 operates in connection with one credit reporting bureau, such as
TransUnion, Equifax,
and Experian; however, in other embodiments, credit data retrieval system 50
obtains
credit report data for a particular individual from at least two credit
reporting bureaus 20
and merges the data into a single report.
Payment transaction system 40 corresponds to a payment transaction processing
network associated with one of a plurality of different non-cash payment
mechanisms,
such as credit card or debit card. According to one embodiment, the
transaction
processing network can be a credit card or debit card transaction processing
network,
such as VISA ,MASTERCARD , DISCOVER , or AMERICAN EXPRESS . In one
embodiment, the transaction processing networks enable users, at telephone 38
or 39, to
provide a non-cash method of payment, which credit data retrieval system 50
uses to
obtain payment according to well known transaction processing protocols.
As described below, credit data retrieval system 50 is operative to interact
directly
with voice interface system 30 to receive requests from users at telephones 38
or 39.
Credit data retrieval system 50 is further operative to pull credit report
data from one or
more credit reporting bureaus 20, provide credit scores to users, and, in one
embodiment,
trigger a mailing system to print out and mail hard copies of credit reports
to respective
users. In one embodiment, credit data retrieval system 50 includes web/HTTP
server 52
operative to receive requests from users via voice interface system 30 and
transmit
responses in return. Credit data retrieval system 50 further includes network
services
gateway 55 which implements web services network functionality to process and
route
service requests and responses over a computer network. In one embodiment,
network
services gateway 55 implements a communications model based on requests and
responses. Network services gateway 55 generates and transmits a service
request to an
external vendor, such as credit reporting bureau 20 and/or credit scoring
engine 25, which
receives the request, executes operations on data associated with the request,
and returns
a response. Network services gateway 55, in one embodiment, further includes
other web
services functionality such as logging of service requests and responses
allowing for
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tracking of costs and usage of services.
Network services gateways 32 and 55, in one embodiment, rely on secure HTTP
communications and XML technologies for request and response formats. In one
embodiment, network services gateways 32 and 55 maintain Document Type
Definitions
(DTDs) and/or schemas that define the format of the XML request and XML
response.
Request and response DTDs, in one form, include a message type, transaction
identification, vendor/service identification, and an application
identification.
As one skilled in the art will recognize various embodiments are possible. For
example, the credit retrieval functionality of system 50 may be incorporated
into the
functionality of credit reporting bureau 20. In one embodiment, users may also
access
credit data retrieval system 50 over computer network 90 with a network access
device,
such as client computer 60 including suitable client software, such as a web
browser.
However, suitable network access devices include desktop computers, laptop
computers,
Personal Digital Assistants (PDAs), and any other wireless or wireline device
capable of
exchanging data over computer network 90 and providing a user interface
displaying data
received over computer network 90. In one embodiment, computer network 90 is
the
Internet; however, computer network 90 may be any suitable wide-area network.
1 Operational Overview of Preferred Embodiment(s)
1.1 Overview
The functionality of credit data retrieval system 50 allows a customer to
access
his/her credit score via a telephone or other suitable voice-based device and,
optionally,
have a credit report mailed to his/her address. The use of a voice interface,
instead of a
traditional graphical user interface associated with web- based services
accessible over
client computer 60, marks a departure from traditional credit reporting
product channels
and provides an opportunity to access a large market of people who do not
regularly
access the Internet. As discussed below, voice interface system 30 captures
user input and
relays the information to credit data retrieval system 50, which in turn
processes the input
and provides output to voice interface system 30.
1.2 Distribution Channels
In one embodiment, the services enabled by voice interface system 30 and
credit
data retrieval system 50 are presented to users in the following ways:
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a. To customers waiting on a telephone queue for another service; and
b. To customers dialing voice interface system 30 directly as a result of a
direct mail, email or other suitable advertising campaign.
1.3 Credit Data Retrieval System Functionality
In one embodiment, credit data retrieval system 50 includes functionality to:
a. Respond to HTMI, Post requests initiated by voice interface system 30;
b. Provide a session ID;
c. Capture payment information and indicate its acceptance to voice interface
system 30;
d. Capture Social Security Numbers and communicate customer information;
e. Communicate credit scores to users by posting it to voice interface system
30;
f. Store in a database a list of customers who have ordered a credit report;
g. Store in a database error messages initiated by voice interface system 30;
h. Store in a database call-exit data provided by voice interface system 30;
i. Report error messages to voice interface system 30;
j. Maintain a customer profile based on inputted information and purchase
history;
k. Communicate with Cybersource or payment system 40 to process payment
information;
1. Communicate with an Address Verification System to gain and/or verify
customer information;
M. Communicate with credit reporting bureau(s) 20 to obtain credit report
data;
n. Run a credit report data through credit scoring engine service 25 to gather
a credit score; and
o. Provide offline fulfillment of credit reports and credit analysis to users.
1.4 Flow Overview
The following description sets forth an overall process flow according to one
embodiment of the present invention. A customer either dials a number found in
an
advertisement or has the option of connecting to voice interface system 30
while on hold
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for another service (for example, while waiting to speak with a representative
at a
banking institution). The customer hears a summarized pitch for the service(s)
offered by
credit data retrieval system 50. The user is then provided an option to accept
the offer or
to hear a more detailed pitch and description of the service. After a
description of the
services, the user confirms his or her acceptance of the service; in one
embodiment,
double confirmation by the user is required.
The user is prompted for and enters payment information (e.g., credit card
number/expiration date and zip code or coupon number). In one embodiment,
voice
interface system 30 composes an XML request including the payment information
to
credit data retrieval system 50. Credit data retrieval system 50 processes the
payment
information by transmitting it to payment system 40 for processing and
responds with a
payment accepted or failed message. If payment is accepted, the user enters
his or her
Social Security Number (SSN). Voice interface system 30 composes an XML
request and
transmits an HTTP POST, including the Social Security Number (SSN) to credit
data
retrieval system 50. Credit data retrieval system 50 accesses AVS
functionality (a service
that uses a SSN to retrieve an address) to obtain the customer's name and
address. Credit
data retrieval system 50 transmits to voice interface system 30 the user's
first name, last
name, street name, street number, and zip code in an XML response.
Credit data retrieval system 50 also uses the SSN to begin gathering credit
report
data and a credit score (e.g., FICO score, CreditXpert score, etc.) from
credit reporting
bureau 20 and credit scoring engine 25, respectively. The user is prompted for
and inputs
customer information in attempt to match the data sent by credit data
retrieval system 50
to voice interface system 30 for purposes of authenticating his identity. When
credit data
retrieval system 50 has obtained a credit score, it posts this data to voice
interface system
30. In one embodiment, if the user fails authentication, the user is
transferred to a
customer service representative. Otherwise, if the user passes authentication,
voice
interface system 30 relays the credit score to the user along with a
summarized credit
analysis. The user then terminates the call or returns to the original call
queue.
2 Voice User Interface Functionality and Specification
2.1 Call Flow
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Figures 2 thru 6 provide an overview of the call process flow associated with
an
embodiment of the present invention. Figure 2 illustrates the initial process
flow wherein
an explanation of the service is provided to the user and the user is provided
the option to
order a credit report. Figure 3 illustrates the call flow associated with
processing payment
information provided by the user. Figure 4 illustrates an authentication
process flow
according to an embodiment of the present invention. Figure 5 sets forth a
process flow,
according to one embodiment, directed to the credit reporting aspect of the
present
invention. Figure 6A provides a call process flow associated with transferring
users to an
operator. Figure 6B shows a process flow associated with disconnecting users.
As one
skilled in the art will recognize, however, the process flows illustrated in
the various
figures is a selection from myriad possible process flows.
2.2 Telephone Scripts
Voice interface system 30, in one embodiment, stores pre-recorded voice
scripts
corresponding to various stages of the call flow. Accordingly, as a user
progresses
through the call flow, voice interface system 30 is operative to retrieve the
appropriate
scripts, add appropriate audio data to the script (e.g., such as a credit
score provided by
credit data retrieval system 50), and present the script to the user. For
example, scripts
may prompt the user to enter his/her social security number, or select a
service by
pressing a corresponding number key, report a credit score, explain aspects of
the user's
credit rating, etc. In one embodiment, voice-based-interface system 30 also
includes
scripts corresponding to various credit profile types and circumstances, and
presents them
to users as appropriate to the credit history and/or scores generated by
credit data retrieval
system 50.
3 Exemplary Operating Parameters and Specifications
3.1 Inputs/Outputs
3.1.1 DTMF Format
In one embodiment, where voice interface system 30 employs a DTMF interface,
credit data retrieval system 50 converts and transmits numeric data to voice
interface
system 30. Accordingly, alphabetic strings are converted into their DTMF
counterpart.
For example, on a telephone keypad, the letter A is represented by the number
2.
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Therefore, credit data retrieval system 50 converts an "A" into 2 before
transferring to
data to voice interface system 30. The conversion table, according to an
embodiment of
the present invention, is:
Letter DTMG Number
A,b,c 2
D,e,f 3
G,h,I 4
J,k,l 5
M,n,o 6
P,q,r,s 7
T,u,v 8
W,x,y,z 9
For example, to communicate a street name of "Broadway", credit data retrieval
system
50 would send "'27623929". (Of course, this conversion may be performed by
functionality associated with voice interface system 30.) In one embodiment,
the
converted numeric data is transmitted with the regular text data, where the
text data is
used by a text-to-speech engine implemented by voice interface system 30.
3.1.2 Payment Request
Voice interface system 30 communicates customer payment information,
including whether the customer is paying by credit card or gift coupon, and
the credit
card specifications (number, expiration date and zip code), to credit data
retrieval system
50. The credit card number can he between 12 to 19 digits long. The gift
certificate
number, in one embodiment, is all numeric and 15 digits long. If the customer
has
returned a gift coupon number, credit data retrieval system 50 runs it through
a coupon
redemption tool to verify its authenticity. If it is authentic, credit data
retrieval system 50
will return an 'OK' message to voice interface system 30. If the customer has
returned a
credit card number, credit data retrieval system 50 interacts with Cybersource
or payment.
system 40 to authenticate and process (authorize payment, and later settle the
transaction)
the credit card payment. If the payment is authorized, credit data retrieval
system 50
returns an'OK' message to voice interface system 30. In addition, either
coupon or credit
card payment failure results in an error message to voice interface system 30
that results
in transferring the customer to a customer service representative.
The returned 'OK' message (SESSION_ID_RESPNSE) also contains a session ID
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generated by credit data retrieval system 50. In one embodiment, the session
ID is sent as
an XML element.
3.1.3 SSN Lookup Request
In one embodiment, voice interface system 30 passes a customer's SSN and
expects two pieces of information in return from credit data retrieval system
50:
a. Customer address and name (see section 3.1.4),
b. Customer credit score (see section 3.1.5).
3.1.4 Customer Information Response
In order to authenticate a user, voice interface system 30, in one embodiment,
requires a customer's first and last name, along with address information
(street number,
street name, and zip code). To initiate the authentication, voice interface
system 30 passes
to credit data retrieval system 50 the user's SSN. In turn, credit data
retrieval system 50
passes the SSN to an AVS service to acquire the required customer information.
When the customer information is returned to voice interface system 30, the
user
is required to input this same information for authentication purposes. Voice
interface
system 30, in one embodiment, detects whether or not there is a match. If
there is match,
the user authenticates his or her identity. If not, the user is transferred to
a customer
service representative.
In one embodiment, in order to decrease the number of mismatches, credit data
retrieval system 50 implements the following guidelines and protocols before
passing
customer information to voice interface system 30:
a. The AVS system, in one embodiment, returns the customer information in
pre-parsed fields. Credit data retrieval system 50 passes the values of the
last name, first name, street number, street name, and zip code fields to
voice interface system 30.
b. Credit data retrieval system 50 identifies whether the address is a regular
street address or a box/rural route number, and communicates this to
voice interface system 30.
c. Before passing the street name field, credit data retrieval system
50 filters out the following instances of text if they occur alone (not within
another word): "RR", "POB", and "STAR".
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d. The street direction does not need to be filtered out of the street name
since this appears in a different field. In one embodiment, credit data
retrieval system 50 does not pass the street direction field to voice
interface system 30.
e. Before passing the street name field, credit data retrieval system 50 also
filters out numerical suffixes such as "ND, RD, TH". Credit data retrieval
system 50, in one embodiment, only filters if these suffixes follow a
number. For example remove "RD" from "3' but does not remove these
suffixes from word instances, such as "Ford".
f. Credit data retrieval system 50, in one embodiment, also filters from all
fields spaces, punctuation, and special characters.
g. Credit data retrieval system 50 filters out letters from the street number
field (e.g., "553A Clipper" is filtered to "553 Clipper").
If the user does not properly authenticate himself, voice interface system 30,
in
one embodiment, transmits a notification to credit data retrieval system 50 to
stop
processing the user session. One embodiment of the present invention uses a
multiple-
choice challenge-response scheme to alleviate the difficulties associated with
inputting
text using a phone dial pad. In one embodiment, voice interface 30 receives a
plurality of
addresses from credit data retrieval system 50 with the correct address
flagged or
otherwise identified. In one embodiment, voice interface system 30 is
operative to present
the addresses to the user and have the user choose the correct one to properly
authenticate
himself. This embodiment eliminates the difficulty of entering letters using a
dial pad. In
an enhanced embodiment, voice interface system 30 breaks up this "multiple
choice" into
the discrete components of an address. For example, voice interface system 30
presents
four different street addresses. If the user correctly enters the street
address, voice
interface system 30 repeats the process as to the city, and so on. Breaking
this address
into its elements creates a larger number of potential possible combinations,
making it
more difficult for a malicious user to repeatedly use the system to deduce
another's
address. For example, by breaking the address into its elements, a malicious
user would
only learn one potential element of the address before being denied the credit
report. In
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addition, by starting with the most general address element (state) and
working up, the
most specific aspect of the address is potentially shielded from the malicious
user. This
methodology together with an overall limit on the number of voice-based
attempts, both
within the same call and on an aggregate basis, to retrieve a credit score can
be used to
protect user credit data against this situation.
3.1.5 Zip Code
If the user is paying by credit card, voice interface system 30, in one
embodiment,
requires the user to enter the zip code corresponding to the billing address
of the credit
card account. Later, during identity authentication, the user is also asked to
enter a zip
code if.
a. He didn't already provide one (for example if he paid with a coupon
number), or
b. The first zip code does not match the zip code returned by the AV S
service.
Credit data retrieval system 50 determines whether or not the zip code entered
with the credit card payment information matches the zip code in the address
returned by
the AVS service. When responding to the request for customer information,
credit data
retrieval system 50, in one embodiment, does not include a zip code if a match
with the
AVS service data did occur. In one implementation, this indicates to voice
interface
system 30 not to authenticate on the zip code. If the user did not enter a zip
code during
payment processing, or if the zip code entered does not match the address
returned by the
AVS service, credit data retrieval system 50 includes a zip code in the
message. If there is
an error in the zip code format, a separate error element is used for the
returned XML and
the optional zip code element does not apply.
3.1.6 Credit Score Post
Credit data retrieval system 50, in one embodiment, posts to voice interface
system 30 the customer's credit score and a value statement (whether or not
the score is
considered to be 'very poor', 'poor', 'average', 'good', or 'very good').
Credit data retrieval
system 50 may also indicate whether or not there is a credit report or if it
is a thin file. As
soon as voice interface system 30 sends the SSN to credit data retrieval
system 50, credit
data retrieval system 50, in one embodiment, begins compiling the credit
reports and
CA 02424177 2010-07-29
score. Even though voice interface system 30 does not request credit data
until later in the
call process flow, this 'head start' ensures the data is available in a timely
manner. As
discussed above, if the user fails authentication, voice interface system 30
notifies credit
data retrieval system 50 to allow it to cease processing activities associated
with that user.
In another embodiment, the initial request from voice interface system 30
including a
user name and address will also indicate a request for credit information that
credit data
retrieval system 50 later answers with an asynchronous response.
3.1.7 Posting Error Messages
In one embodiment, credit data retrieval system 50 notifies voice interface
system
30 whenever it encounters an error. Errors may arise from: 1) The credit data
retrieval
system 50 application, 2) Cybersonrce (or payment system 40), 3) credit
reporting
bureau(s) 20, 4) Credit scoring engine 25, 5) The coupon redemption tool, and
6) Internet
communication protocols and infrastructure.
3.1.8 Receiving Error/Call-exit Messages
Voice interface system 30 also transmits error messages to credit data
retrieval
system 50 when it encounters a problem. When there is an error, such as loss
of
communication between credit data retrieval system 50 and voice interface
system 30, or
if the payment or identity authentication fails, voice interface system 30
transfers the user
to customer support who will then complete the transaction. If the caller
disconnects,
either willfully or due to a malfunction, the required action depends on its
occurrence in
the call flow:
a. Disconnect before payment processed: Other than error logging, credit
data retrieval system 50 ends the session here.
b. Disconnect after payment processed and before identity confirmation:
Credit data retrieval system 50 sends a security mailer to the 'best' address.
c. Disconnect after identity confirmation: Credit data retrieval system 50
fulfills the off-line reporting requirements, including the score analysis if
its purchase has been indicated.
Errors and disconnects are also logged for reporting purposes (see section
3.3).
3.2 Offline Fulfillment
3.2.1 Credit Reports
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In one embodiment, credit data retrieval system 50 includes functionality
directed
to providing users with hard copies of their credit reports through the mail.
Voice
interface system 30 posts messages of customers who have purchased a credit
report (the
score/analysis is included). Credit data retrieval system 50, in one
embodiment, batches
the requests and sends them to a system for off-line fulfillment. In one
embodiment,
along with the credit report, customers will be mailed an insert that displays
a credit score
and gives an analysis of it. The credit report is mailed to the address that
the user
authenticated against. As discussed above, if this address was not current,
the user's
attempt to authenticate would. have Sailed, and the issue dealt with by
customer service.
In one embodiment, the user has the option of establishing an on-line account
with credit data retrieval system, including a user name and password, that
allows the
user to access credit data retrieval system 50 with a client computer 60 and
view the
credit report at a later time.
3.3 Reporting/Logging
3.3.1 Real time Reporting
Voice interface system 30, in one embodiment, posts customer call-exit
information in real-time. This information will consist of three parts: 1) The
session ID,
2) The module (what menu or audio module the user was in before exiting the
call flow),
and 3) The state (the user's last input). Credit data retrieval system 50
saves and organizes
this data so that it can be read intelligently in report form. Credit data
retrieval system 50
also enables two call-exit daily reports: 1) A summary report that lists the
number of
customers that exited at each menu/audio module, and 2) A detail report that
lists
customers' final input, grouped by menu/audio module. Credit data retrieval
system 50
also reports on, a daily basis, system errors reported by credit data
retrieval system 50
and voice interface system 30 applications.
3.3.2 Batched Reporting
Voice interface system 30 sends additional call data in batch form. For
example, it
includes a list of all customer input before a call-exit situation. For
example, if a user was
transferred to customer service due to three failed input attempts, the
batched data will
include a list of all three inputs.
3.3.3 Customer Profile
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The reported data allows credit data retrieval system 50 to maintain a
database of
customer profile information based on user input, including: name, credit card
information, and purchase history.
Although the present invention has been described relative to specific
embodiments, it is
not so limited. Many modifications and variations of the embodiments described
above
will become apparent. For example, although the embodiments described above
employed HTTP(S) and XML protocols and technologies, the present invention can
use
any suitable communications and data exchange technologies and protocols.
Furthermore, other changes in the details, steps and arrangement of various
elements may
be made by those of ordinary skill in the art without departing from the scope
of the
present invention. Accordingly, the present invention has been described with
reference
to specific embodiments. Other embodiments of the present invention will be
apparent to
one of ordinary skill in the art. It is, therefore, intended that the claims
set forth below not
be limited to the embodiments described above.
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