Systems and methods for authenticating a caller
Methods and systems described in this disclosure receive a call from a caller, generate a first session through a first channel associated with the caller when the call is received and then send a request for authentication credentials to a device associated with the caller. In some embodiments, sending the request for authentication credentials generates a second session through a second channel associated with the caller. The caller can be authenticated to the first session using communication received during the second session through the second channel.
1. A method of authenticating a caller comprising:
receiving a call from a first device associated with a caller;
generating a first session through a first channel associated with the caller when the call is received;
determining whether to send a push notification or a text message based on a type of device and a length of time a second device associated with the caller has been registered with an organization;
sending a request for authentication credentials to the second device associated with the caller,
wherein sending the request comprises generating a second session though a second channel associated with the caller,
wherein the request for authentication credentials is sent to the second device via the push notification or the text message, and
authenticating the caller to the first session using communication received during the second session through the second channel,
wherein the first channel and the second channel are different types of channels.
2. The method of claim 1 , wherein the request for authentication credentials is sent to the second device via the text message, and wherein the method further comprises authenticating the caller to the call in response to the caller communicating a code to a representative or an interactive voice response system.
3. The method of claim 1 , wherein the request for authentication credentials is sent to the second device via the push notification, wherein the push notification directs the second device to an authentication tab in a mobile application, and wherein the authentication credentials include biometric information or a personal identification number.
4. The method of claim 1 , wherein the request for authentication credentials is sent to the second device via the push notification, and wherein the push notification directs the second device to an authentication tab in a mobile application, and wherein the authentication credentials include a code received from a third channel.
5. The method of claim 1 , wherein the authentication credentials include an image of a code displayed via a website.
6. The method of claim 1 , wherein the request for authentication credentials is sent to the second device via the text message, and wherein the text message includes a link to a login webpage, wherein the method further comprises authenticating the caller to the call when the caller successfully logs in on the login webpage.
7. A non-transitory, computer-readable storage medium comprising a set of instructions that, when executed by one or more processors, cause the one or more processors to perform operations comprising:
receiving a call from a first device associated with a caller;
generating a first session through a first channel associated with the caller when the call is received;
determining whether to send a push notification or a text message based on a type of device and a length of time a second device associated with the caller has been registered with an organization;
sending a request for authentication credentials to the second device associated with the caller,
wherein sending the request comprises generating a second session though a second channel associated with the caller,
wherein the request for authentication credentials is sent to the second device via the push notification or the text message, and
authenticating the caller to the first session using communication received during the second session through the second channel,
wherein the first channel and the second channel are different types of channels.
8. The non-transitory, computer-readable storage medium of claim 7 , wherein the request for authentication credentials is sent to the second device via the text message, and wherein the operations further comprise authenticating the caller to the call in response to the caller communicating a code to a representative or an interactive voice response system.
9. The non-transitory, computer-readable storage medium of claim 7 , wherein the request for authentication credentials is sent to the second device via the push notification, wherein the push notification directs the second device to an authentication tab in a mobile application, and wherein the authentication credentials include biometric information, or a personal identification number.
10. The non-transitory, computer-readable storage medium of claim 7 , wherein the request for authentication credentials is sent to the second device via the push notification, and wherein the push notification directs the second device to an authentication tab in a mobile application, and wherein the authentication credentials include a code received from a third channel.
11. The non-transitory, computer-readable storage medium of claim 7 , wherein the authentication credentials include an image of a code displayed via a website.
12. The non-transitory, computer-readable storage medium of claim 7 , wherein the request for authentication credentials is sent to the second device via the text message, and wherein the text message includes a link to a login webpage, wherein the operations further comprise authenticating the caller to the call when the caller successfully logs in on the login webpage.
13. A system authenticating a caller, the system comprising:
one or more processors; and
a memory comprising instructions that, when executed by the one or more processors, cause the one or more processors to perform a process, the process comprising:
receiving a call from a caller;
generating a first session through a first channel associated with the caller when the call is received;
determining whether to send a push notification or a text message based on a type of device and a length of time a device associated with the caller has been registered with an organization;
sending a request for authentication credentials to the device associated with the caller,
wherein sending the request comprises generating a second session though a second channel associated with the caller, wherein the request for authentication credentials is sent to the device via the push notification or the text message; and
authenticating the caller to the first session using communication received during the second session through the second channel,
wherein the first channel and the second channel are different types of channels.