Verint Systems has patented a system using blockchain to monitor and track customer service representative actions. Each representative encrypts actions with a company-specific key and signs them with a private key, storing them on a blockchain for review. The method ensures secure tracking of CSR activities. GlobalData’s report on Verint Systems gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Verint Systems, Network traffic analysis was a key innovation area identified from patents. Verint Systems's grant share as of February 2024 was 66%. Grant share is based on the ratio of number of grants to total number of patents.
Blockchain system for monitoring and tracking customer service representatives
The granted patent (Publication Number: US11922430B2) outlines a method and system for using blockchain technology to track the actions of customer service representatives (CSRs) working on behalf of multiple companies. The system involves each CSR having a unique private key and digitally encrypting their actions using company-specific encryption keys, which are then signed with the CSR's private key. These digitally signed and encrypted actions are broadcasted to a blockchain network, creating a secure and traceable ledger of CSR activities directly linked to the CSR and the respective company. The method ensures the authenticity of the actions by verifying them with public and private keys associated with the CSR.
Furthermore, the patent describes a process for identifying and isolating suspicious actions of a CSR by decrypting and analyzing the encrypted records on the blockchain network. By associating the actions with specific CSRs and companies, the system can generate reports highlighting any potentially fraudulent or suspicious activities. This method provides a transparent and secure way to monitor and track the actions of CSRs across multiple companies, ensuring accountability and integrity in customer service operations. The use of blockchain technology in this context enhances the security and reliability of the tracking system, offering a robust solution for monitoring CSR activities in a distributed and verifiable manner.
To know more about GlobalData’s detailed insights on Verint Systems, buy the report here.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
