Abstract
Secure Telephony Identity Revisited (STIR) is an effort currently being utilized to provide cryptographic assurance of caller Identity in an effort to combat robocalls and impersonation attacks. The STIR framework can be used to transport additional claims during the course of a call. These additional claims, known as Rich Call Data (RCD), may be leveraged to embed useful, context-driven information. In particular, techniques presented herein provide an overarching framework through which companies that have a technical support division can advertise a set of RCD keys that would allow callers to avoid having to navigate interactive voice response (IVR) menus, specify support contract numbers, provide device serial numbers, and explain the specifics of assistance required. By advertising a set of required RCD keys, support organizations can expect to receive RCD calls from their customers. On parsing the key set present within an RCD STIR claim, systems can route calls to the appropriate tech support representatives or automatically open support cases.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Recommended Citation
Inamdar, Kaustubh; Salgueiro, Gonzalo; and Narayanan, Sreekanth, "LEVERAGING RICH CALL DATA TO ENHANCE CUSTOMER EXPERIENCE", Technical Disclosure Commons, (November 01, 2021)
https://www.tdcommons.org/dpubs_series/4693