Capital One Services, LLC

Jayanth Prathipati

Amanpreet Kaur Dhindsa

Hamza Monawer

Erik Neighbour

Shashikiran Pargaonkar

In some implementations, a server device may obtain an indication of an incoming call, associated with a user device, to the call center service. The server device may perform a lookup in a database for information associated with the user device, wherein the information indicates the authentication status of a user that is established via the user device. The server device may determine whether an amount of time that the information has been stored in the database is less than or equal to a time threshold. The server device may generate an authentication token for the incoming call based on the authentication status and based on the amount of time being less than or equal to the time threshold.

Transferring an authentication state from a digital channel to an agent channel

In some implementations, a device may receive a notification to authenticate a user associated with a user account of an application server. The device may send, to the user device, an authentication request that prompts the user to provide a contextual description of an operation associated with the user account. The device may receive, from the user device, an authentication response that includes a described characteristic of the operation that is associated with a parameter of the operation. The device may determine whether the authentication response is valid based on a comparison of the described characteristic of the operation and the parameter of the operation. The device may cause, based on a determination that the authentication response is valid, performance of the operation based on the parameter.

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Aldie, VA, United States of America

Jayanth Prathipati