Enhanced user authentication based on device usage characteristics for interactions using blockchains

1. A system comprising:

a microprocessor; and

a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:

receive a first set of one or more device usage characteristics of a first user interaction using a first user communication device;

compare the first set of one or more device usage characteristics of the first user interaction using the first user communication device with a second set of one or more device usage characteristics of a second user interaction using the first user communication device stored in a digital ledger; and

in response to the first set of one or more device usage characteristics not matching the second set of one or more device usage characteristics, generate a first set of one or more reason codes that identifies why the first set of one or more device usage characteristics do not match the second set of one or more device usage characteristics, wherein the first user interaction is between a first user using the first user communication device and a contact center agent and wherein the first set of one or more reason codes is used to send a message to a communication device of the contact center agent to obtain additional information to authenticate the first user.

2. The system of claim 1 , wherein the digital ledger comprises a blockchain, wherein the blockchain comprises a third set of one or more device usage characteristics of a third user interaction using a second user communication device, and wherein the second user interaction and the third user interaction are with the first user.

3. The system of claim 2 , wherein the microprocessor readable and executable instructions further program the microprocessor to:

receive a fourth set of one or more device usage characteristics of a fourth user interaction using the second user communication device;

compare the fourth set of one or more device usage characteristics of the fourth user interaction using the second user communication device with the third set of one or more device usage characteristics of the third user interaction using the second user communication device stored in the blockchain;

in response to the third set of one or more device usage characteristics not matching the fourth set of one or more device usage characteristics, at least one of:

send a first message to the first user communication device that indicates that the second user communication device may have become compromised;

send a second message to the first user communication device that indicates which ones of the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics do not match; and

generate a second set of one or more reason codes that identifies why the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics do not match, wherein the second set of one or more reason codes are used for identifying a level of trust of the first user in a second communication session using the second user communication device.

4. The system of claim 3 , wherein in response to the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics not matching, at least one of the first and second message is sent.

5. The system of claim 3 , wherein in response to the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics not matching, the second set of one or more reason codes that identifies why the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics do not match is generated.

6. The system of claim 1 , wherein the first set of one or more reason codes is further used to route a first communication session to at least one of: of a contact center queue, a contact center pool, a chat bot, an Artificial Intelligence (AI) application, and an Interactive Voice Response (IVR) system.

7. The system of claim 1 , wherein the microprocessor readable and executable instructions further program the microprocessor to:

write a timestamp to a new block in the digital ledger that identifies a time associated with the first communication session.

8. The system of claim 1 , wherein the first set of one or more device usage characteristics of the first user interaction using the first user communication device comprises at least one of: a preferred hand of the first user, a number of fingers used by the first user in typing, an average key pressure, an average key pressure range, a location, a language setting, a WiFi access point, an install date of an authentication application, an install date of one or more other applications, an application usage parameter, a cadence between keystrokes, an amount of spelling errors, types of emoji used, an average numbers of emoji's used, a swipe text usage, local region settings, a sim card identifier, a location pattern, a web site interaction time, a device angle, a device height from ground, a connection with a smart watch, and a time period of movement of the first user communication device.

9. The system of claim 1 , wherein the microprocessor readable and executable instructions further program the microprocessor to:

determine, over time, that the second set of one or more device usage characteristics has changed; and

store at least one of the changed second set of one or more device usage characteristics and a hash of the changed second set of one or more device usage characteristics in a new block in the digital ledger in response to determining, over time, that the second set of one or more device usage characteristics have changed.

10. The system of claim 1 , wherein the microprocessor readable and executable instructions further program the microprocessor to:

receive the second set of one or more device usage characteristics of the second user interaction using the first user communication device; and

store the second set of one or more device usage characteristics of the second user interaction using the first user communication device in the digital ledger.

11. The system of claim 1 , wherein the microprocessor readable and executable instructions further program the microprocessor to:

determine a federated device usage network that comprises the first user communication device and a second user communication device that is owned or controlled by the first user; and

in response to the first set of one or more device usage characteristics and the second set of one or more device usage characteristics not matching, send a message to the second user communication device that includes the first set of one or more reason codes.

12. A method comprising:

receiving, by a microprocessor, a first set of one or more device usage characteristics of a first user interaction using a first user communication device;

comparing, by the microprocessor, the first set of one or more device usage characteristics of the first user interaction using the first user communication device with a second set of one or more device usage characteristics of a second user interaction using the first user communication device stored in a blockchain; and

in response to the first set of one or more device usage characteristics and the second set of one or more device usage characteristics not matching, generating, by the microprocessor, a first set of one or more reason codes that identifies why the first set of one or more device usage characteristics and the second set of one or more device usage characteristics do not match, wherein the first user interaction is between a first user using the first user communication device and a contact center agent and wherein the first set of one or more reason codes is used to send a message to a communication device of the contact center agent to obtain additional information to authenticate the first user.

13. The method of claim 12 , wherein the blockchain comprises a third set of one or more device usage characteristics of a third user interaction using a second user communication device, wherein the second user interaction and the third user interaction are with the first user.

14. The method of claim 13 , further comprising:

receiving a fourth set of one or more device usage characteristics of a fourth user interaction using the second user communication device;

comparing the fourth set of one or more device usage characteristics of the fourth user interaction using the second user communication device with the third set of one or more device usage characteristics of the third user interaction using the second user communication device stored in the blockchain;

in response to the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics not matching, at least one of:

sending a first message to the first user communication device that indicates that the second user communication device may have become compromised;

sending a second message to the first user communication device that indicates which ones of the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics do not match; and

generating a second set of one or more reason codes that identifies why the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics do not match, wherein the second set of one or more reason codes are used for identifying a level of trust of the first user in a second communication session using the second user communication device.

15. The method of claim 14 , wherein in response to the third set of one or more device usage characteristics and the fourth set of one or more device usage characteristics not matching, at least one of the first and second message is sent.

16. The method of claim 12 , wherein the first set of one or more reason codes is further used to route a first communication session to at least one of: of a contact center queue, a contact center pool, a chat bot, an Artificial Intelligence (AI) application, and an Interactive Voice Response (IVR) system.

17. The method of claim 12 , wherein the first set of one or more device usage characteristics of the first user interaction using the first user communication device comprises at least one of: a preferred hand of the first user, a number of fingers used by the first user in typing, an average key pressure, an average key pressure range, a location, a language setting, a WiFi access point, an install date of an authentication application, an install date of one or more other applications, an application usage parameter, a cadence between keystrokes, an amount of spelling errors, types of emoji used, an average numbers of emoji's used, a swipe text usage, a local region settings, a sim card identifier, a location pattern, a web site interaction time, a device angle, a device height from ground, a connection with a smart watch, and a time period of movement of the first user communication device.

18. A user communication device comprising:

a microprocessor; and

a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:

capture, a first set of one or more device usage characteristics of a first user interaction wherein the first user interaction is between a user using a user communication device and a contact center agent;

compare the first set of one or more device usage characteristics of the first user interaction using the user communication device with a second set of one or more device usage characteristics of a second user interaction using the user communication device stored in a blockchain;

in response to the first set of one or more device usage characteristics and the second set of one or more device usage characteristics not matching, generate a first set of one or more reason codes that identify why the first set of one or more device usage characteristics and the second set of one or more device usage characteristics do not match; and

use the first set of one or more reason codes to send a message to a communication device of a contact center agent to obtain additional information to authenticate the user.