Patent ID: 11924205
Assignee: LIVEPERSON, INC.
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC H

Claim 0:
1. A computer-implemented method comprising:
receiving an authentication request to determine a current authentication state associated with a user for an ongoing communications session between the user and an end agent;
determining the current authentication state associated with the user, wherein the current authentication state corresponds to an authentication associated with the user and corresponding to a platform that facilitates the ongoing communications session between the user and the end agent;
dynamically training a machine learning algorithm to determine a predicted level of authentication required for the ongoing communications session, wherein the machine learning algorithm is trained by using a dataset of communications exchanged during sample communications sessions and known authentication requirements for the sample communications sessions;
identifying one or more authentication challenges to obtain a required authentication associated with the user, wherein the one or more authentication challenges are identified through the machine learning algorithm by processing real-time communications exchanged between the user and the end agent during the ongoing communications session;
generating the identified one or more authentication challenges, wherein when the identified one or more authentication challenges are executed by an application implemented on a computing device associated with the user, the application prompts the user to complete the identified one or more authentication challenges;
obtaining data corresponding to completion of the identified one or more authentication challenges;
determining a new authentication state associated with the user, wherein the new authentication state is determined based on the data;
updating the ongoing communications session according to the new authentication state; and
updating the machine learning algorithm using feedback corresponding to the identified one or more authentication challenges.