Contact center passwordless authentication

1 . A method for authenticating a contact center user to a contact center agent during a particular interaction between the contact center user and the contact center agent, the method comprising:

triggering, by a cloud system to which the contact center agent is securely authenticated by a passkey system, a sending of an electronic message to a user device of the contact center user, the user device having one or more biometric authentication features, wherein the user device stores a private key of a passkey pair and requires biometric authentication to access the private key, wherein the electronic message contains a validation link or a trigger for a validation prompt, and wherein the passkey system is hosted in a cloud with a contact center management system;

storing, by the passkey system that facilitates identity authentication based on private key and public key pairs, an agent identifier that identifies the contact center agent, a user identifier that identifies the contact center user, an interaction identifier that identifies the particular interaction between the contact center user and the contact center agent, and a credential identifier associated with a corresponding public key in a database in response to the passkey system receiving a positive authentication status from a business web server indicating that the business web server has authenticated the user device by passkey, wherein the passkey system receives the agent identifier, the user identifier and the interaction identifier in response to triggering the sending of the electronic message, and wherein the credential identifier and public key is retrieved from the database by the passkey system in association with authenticating the contact center agent; and

transmitting, by the passkey system, an authentication status notification indicating the positive authentication status to the cloud system in response to the passkey system receiving the positive authentication status.

2 . The method of claim 1 , wherein the electronic message is sent via a message communication channel that is based on a type of interaction communication channel by which the user interacts with the agent.

3 . The method of claim 2 , wherein the electronic message contains the validation link and is sent via a short message service (SMS) text message or an email message.

4 . The method of claim 2 , wherein the electronic message contains the trigger for the validation prompt and is sent as a push notification to a client-side script in a web browser.

5 . The method of claim 1 , further comprising, prior to the sending of the electronic message to the user device, authenticating the agent by:

providing, by a login portal of the cloud system, an option to sign in using a passkey;

receiving, by the passkey system, a username from the login portal;

retrieving, by the passkey system, a credential identifier and an agent public key from the database;

sending, by the passkey system, a login challenge to an agent device;

receiving, by the passkey system, a signed login challenge from the agent device;

decoding, by the passkey system, the signed login challenge using the agent public key; and

comparing, by the passkey system, the decoded login challenge with the sent login challenge.

6 . A system for authenticating a contact center user to a contact center agent during a particular interaction between the contact center user and the contact center agent, the system comprising:

at least one processor; and

at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to:

trigger, by a cloud system to which the contact center agent is securely authenticated by a passkey system, a sending of an electronic message to a user device of the contact center user, the user device having one or more biometric authentication features, wherein the user device stores a private key of a passkey pair and requires biometric authentication to access the private key, wherein the electronic message contains a validation link or a trigger for a validation prompt and wherein the passkey system is hosted in a cloud with a contact center management system;

store, by the passkey system that facilitates identity authentication based on private key and public key pairs, an agent identifier that identifies the contact center agent, a user identifier that identifies the contact center user, an interaction identifier that identifies the particular interaction between the contact center user and the contact center agent, and a credential identifier associated with a corresponding public key in a database in response to the passkey system receiving a positive authentication status from a business web server indicating that the business web server has authenticated the user device by passkey, wherein the passkey system receives the agent identifier, the user identifier and the interaction identifier in response to triggering the sending of the electronic message, and wherein the credential identifier and public key is retrieved from the database by the passkey system in association with authentication of the contact center agent; and

transmit, by the passkey system, an authentication status notification indicating the positive authentication status to the cloud system in response to the passkey system receiving the positive authentication status.

7 . The system of claim 6 , wherein the electronic message is sent via a message communication channel that is based on a type of interaction communication channel by which the user interacts with the agent.

8 . The system of claim 7 , wherein the electronic message contains the validation link and is sent via a short message service (SMS) text message or an email message.

9 . The system of claim 7 , wherein the electronic message contains the trigger for the validation prompt and is sent as a push notification to a client-side script in a web browser.

10 . The system of claim 6 , wherein the cloud system comprises a login portal, and wherein the passkey system is configured to:

provide an option to sign in using a passkey;

receive a username from the login portal;

retrieve a credential identifier and an agent public key from the database;

send a login challenge to an agent device;

receive a signed login challenge from the agent device;

decode the signed login challenge using the agent public key; and

compare the decoded login challenge with the sent login challenge.

11 . One or more non-transitory computer-readable storage media comprising a plurality of instructions stored thereon and hosted in a cloud that, in response to execution by at least one processor, cause the at least one processor to authenticate a contact center user to a contact center agent during a particular interaction between the contact center user and the contact center agent by:

triggering, with a cloud system to which the contact center agent is securely authenticated by a passkey system, a sending of an electronic message to a user device of the contact center user, the user device having one or more biometric authentication features, wherein the user device stores a private key of a passkey pair and requires biometric authentication to access the private key, wherein the electronic message contains a validation link or a trigger for a validation prompt, and wherein the passkey system is hosted in a cloud with a contact center management system;

storing, with the passkey system, an agent identifier that identifies the contact center agent, a user identifier that identifies that contact center user, an interaction identifier that identifies the particular interaction between the contact center user and the contact center agent, and a credential identifier associated with a corresponding public key of a public key and private key pair in a database in response to receiving a positive authentication status from a business web server indicating that the business web server has authenticated the user device by passkey, wherein the passkey system receives the agent identifier, the user identifier and the interaction identifier in response to triggering the sending of the electronic message, and wherein the credential identifier and public key is retrieved from the database by the passkey system in association with authentication of the contact center agent; and

transmitting, with the passkey system, an authentication status notification indicating the positive authentication status.

12 . The one or more computer-readable storage media of claim 11 , wherein the plurality of instructions further cause the at least one processor to send the electronic message via a message communication channel that is based on a type of interaction communication channel by which the user interacts with the agent.

13 . The one or more computer-readable storage media of claim 12 , wherein the plurality of instructions further cause the at least one processor to send the electronic message containing the validation link as a short message service (SMS) text message or as an email message.

14 . The one or more computer-readable storage media of claim 12 , wherein the plurality of instructions further cause the at least one processor to send the electronic message containing the trigger for the validation prompt as a push notification to a client-side script in a web browser.

15 . The one or more computer-readable storage media of claim 11 , wherein the plurality of instructions further cause the at least one processor to:

provide an option to sign in using a passkey;

receive a username from a login portal;

retrieve a credential identifier and an agent public key from the database;

send a login challenge to an agent device;

receive a signed login challenge from the agent device;

decode the signed login challenge using the agent public key; and

compare the decoded login challenge with the sent login challenge.