Computer-based systems and/or computing devices programmed for role-based authentication during customer service sessions; and methods of use thereof

Abstract

A computer-implemented method includes detecting a communication session established between a first computing device of a first user and a second computing device of a second user; generating session identification information for the communication session; detecting a triggering condition during the communication session to verify an identity of the first user; causing the second computing device to instruct the first user to interact a smart transaction card with the first computing device such that a one-time data item is transmitted from the smart transaction card to an application executing on the first computing device, the one-time data item dynamically generated by the smart transaction card, where the first user is authenticated via the application based at least in part on the level of authentication and the one-time data item; generating a verification token for the communication session, the authentication result stored in association with the session information.