Patent Description:
Embodiments disclosed herein generally relate to call center platforms, and more specifically, to secure, web-based authentication for call center calls using a contactless card.

Often, people make telephone calls to call centers provided by different entities, such as government agencies, businesses, educational institutions, and the like. For security reasons, authenticating the caller's identity is a prerequisite to providing customer service via call centers. Some conventional solutions may leverage dedicated applications to facilitate the authentication. However, some users may not have such dedicated applications installed on their computing device when making the call.

<CIT> describes contact center user authentication.

<CIT> describes a system and method for second factor authentication of customer support calls.

<CIT> describes systems and methods for authenticating a caller at a call center.

Embodiments disclosed herein provide systems, methods, articles of manufacture, and computer-readable media for secure web-based authentication for call center calls using a contactless card. A server receives a phone call from a client device. The server generates a uniform resource locator (URL) comprising a session identifier as a parameter and associates the session identifier with an account. The server transmits the URL to the client device. The server receives, from a web browser of the client device, a request comprising the URL. The server determines that the session identifier of the URL of the request matches the session identifier associated with the account, and transmits, to the web browser, a web page associated with the URL. The server receives, from the web page in the web browser, a cryptogram read by the web page via a card reader of the client device and decrypts the cryptogram. The server authenticates the account for the phone call, based on the decryption of the cryptogram and the session identifier of the URL matching the session identifier associated with the account. The server, based on the authentication of the account, provides one or more attributes of the account to a graphical user interface displayed on a call center agent system assigned to the phone call.

Embodiments disclosed herein provide techniques for secure authentication of identity using a contactless card and a computing device that does not have a dedicated application installed. For example, a bank or other financial institution may provide a call center system. Often, the bank may provide a dedicated application that may be used to access relevant account features. However, the user may not have such an application installed on any of their computing devices. Advantageously, however, embodiments disclosed herein may leverage a web browser to securely read data from a contactless card via near-field communications (NFC). As described in greater detail herein, the data read via NFC may be used to verify (or authenticate) the identity of a caller to a call center platform.

In one embodiment, a user may place a call to the call center. A call center system may generate a session identifier (ID) for the call. The call center system may associate the session ID with the account the caller indicates is the subject of the phone call (e.g., by storing the session ID in an account database record for the account). The call center system may then generate a uniform resource locator (URL) that includes the session ID as a parameter. The URL may generally be directed to one or more web pages associated with the call center. The call center system may then transmit the URL to a known device associated with the account, e.g., via a short message service (SMS) message, text message, email, system notification, etc..

Once received, a user may select the URL on the device, which causes the device to open a web browser that requests the resource at the specified URL. A web server associated with the call center system may receive the request from the web browser and identify the session ID. The web server may determine that the session ID specified in the URL matches the stored session ID generated for the account. If the session IDs match, the web server may transmit a web page associated with the URL to the web browser of the device. Once rendered in the web browser, the web page may include functionality for communicating with a contactless card, e.g., via NFC. The web page may instruct the user to tap the contactless card to the device. In response, the user may tap the contactless card to the device, and the web page and/or web browser may instruct the contactless card to generate a cryptogram, which may be included as part of an NFC Forum Data Exchange Format (NDEF) file. The web page and/or web browser may read the cryptogram and transmit the cryptogram to the server for decryption. The server may attempt to decrypt the cryptogram. If the server is able to decrypt the cryptogram and the session IDs match, the authentication of the caller may be completed. In such an example, one or more attributes of the account may be outputted on a graphical user interface (GUI) of a call center terminal (e.g., a system used by a call center agent who is speaking with the caller).

In another embodiment, the user may access a web page using the web browser on a computing device. The web page rendered in the web browser may instruct the user to tap the contactless card to the computing device. The web page and/or web browser may communicate with the contactless card to cause the contactless card to generate a cryptogram. The web page and/or web browser may read the cryptogram and transmit the cryptogram to the server for decryption. If the server is able to decrypt the cryptogram, the web server may determine whether one or more relevant cookies are saved by the web browser of the computing device. For example, a cookie may store a hash value associated with the user account. If the cookie is present and stores a hash value matching the hash value stored in the account database for the user account, the user's identity may be authenticated. If the hash values match, the web server and/or call center server may generate a session ID for the call. The session ID may be appended to a pre-authenticated phone number, e.g., following one or more special characters such as the hash "#" character. The web server may transmit the phone number including the session ID to the web browser of the computing device. Once selected, the computing device may initiate a phone call to the received number. Once the call is answered by the call center system, the computing device may automatically enter the session ID, thereby providing the session ID to the call center system. If the session ID entered by the computing device matches the session ID, the call may be authenticated and directly connected to a representative without requiring further authentication. The call center terminal used by the representative may automatically display the relevant account details in the GUI.

Advantageously, embodiments disclosed herein provide techniques to securely authenticate caller identities for call center calls. By leveraging cryptograms generated by contactless cards, embodiments of the disclosure may securely verify the identity of the caller with minimal risk of fraudulent activity. Furthermore, by using a web browser, a dedicated client application is not required to authenticate the caller and/or engage in data communications with the contactless card. Using a web browser may advantageously scale the functionality described herein to different entities and any number of users without requiring a dedicated application. Furthermore, by providing a simplified authentication process, more user calls may be handled by the call center system, thereby improving system performance.

With general reference to notations and nomenclature used herein, one or more portions of the detailed description which follows may be presented in terms of program procedures executed on a computer or network of computers. These procedural descriptions and representations are used by those skilled in the art to most effectively convey the substances of their work to others skilled in the art. A procedure is here, and generally, conceived to be a self-consistent sequence of operations leading to a desired result. These operations are those requiring physical manipulations of physical quantities. Usually, though not necessarily, these quantities take the form of electrical, magnetic, or optical signals capable of being stored, transferred, combined, compared, and otherwise manipulated. It proves convenient at times, principally for reasons of common usage, to refer to these signals as bits, values, elements, symbols, characters, terms, numbers, or the like. It should be noted, however, that all of these and similar terms are to be associated with the appropriate physical quantities and are merely convenient labels applied to those quantities.

Further, these manipulations are often referred to in terms, such as adding or comparing, which are commonly associated with mental operations performed by a human operator. However, no such capability of a human operator is necessary, or desirable in most cases, in any of the operations described herein that form part of one or more embodiments. Rather, these operations are machine operations. Useful machines for performing operations of various embodiments include digital computers as selectively activated or configured by a computer program stored within that is written in accordance with the teachings herein, and/or include apparatus specially constructed for the required purpose or a digital computer. Various embodiments also relate to apparatus or systems for performing these operations. These apparatuses may be specially constructed for the required purpose. The required structure for a variety of these machines will be apparent from the description given.

Reference is now made to the drawings, wherein like reference numerals are used to refer to like elements throughout. In the following description, for the purpose of explanation, numerous specific details are set forth in order to provide a thorough understanding thereof. It may be evident, however, that the novel embodiments can be practiced without these specific details. The intention is to cover all modification, equivalents, and alternatives within the scope of the claims.

<FIG> depicts an exemplary system <NUM>, consistent with disclosed embodiments. Although the system <NUM> shown in <FIG> has a limited number of elements in a certain topology, it may be appreciated that the system <NUM> may include more or less elements in alternate topologies as desired for a given implementation.

As shown, the system <NUM> comprises one or more contactless cards <NUM>, one or more computing devices <NUM>, one or more call center agent systems <NUM>, and one or more servers <NUM>. The contactless card <NUM> is representative of any type of payment card, such as a credit card, debit card, ATM card, gift card, and the like. The contactless card <NUM> may comprise one or more communications interfaces <NUM>, such as a radio frequency identification (RFID) chip, configured to communicate with a communications interface <NUM> of the computing devices <NUM> via NFC, the EMV standard, or other short-range protocols in wireless communication. Although NFC is used as an example communications protocol, the disclosure is equally applicable to other types of wireless communications, such as the EMV standard, Bluetooth, and/or Wi-Fi.

The computing device <NUM> and the call center agent systems <NUM> are representative of any number and type of computing device, such as smartphones, tablet computers, wearable devices, laptops, portable gaming devices, virtualized computing system, merchant terminals, point-of-sale systems, servers, desktop computers, and the like. The server <NUM> is representative of any type of computing device, such as a server, workstation, compute cluster, cloud computing platform, virtualized computing system, and the like. Although not depicted for the sake of clarity, the computing device <NUM>, contactless card <NUM>, server <NUM>, and agent system <NUM> each include one or more processor circuits to execute programs, code, and/or instructions.

As shown, a memory <NUM> of the contactless card <NUM> includes an applet <NUM>, a counter <NUM>, a master key <NUM>, a diversified key <NUM>, and a unique customer identifier (ID) <NUM>. The applet <NUM> is executable code configured to perform the operations described herein. The counter <NUM>, master key <NUM>, diversified key <NUM>, and customer ID <NUM> are used to provide security in the system <NUM> as described in greater detail below.

As shown, a memory <NUM> of the computing device <NUM> includes an operating system (OS) <NUM>, a phone application <NUM>, and a web browser <NUM>. Example operating systems <NUM> include the Android® OS, iOS®, macOS®, Linux®, and Windows® operating systems. The phone application <NUM> (also referred to as a "dialer" application) is an application that allows the device <NUM> to place and/or receive telephone calls. For example, in embodiments where the computing device <NUM> is a smartphone, the phone application <NUM> allows the user to make and/or receive telephone calls via a cellular network (not pictured) and/or via the network <NUM> (e.g., via the Internet). The web browser <NUM> is an application that allows the device <NUM> to access information via the network <NUM> (e.g., via the Internet).

As shown, a memory <NUM> of the server <NUM> includes an authentication application <NUM>, a call center application <NUM>, and a web server <NUM>. Although depicted as separate components of the server <NUM>, in some embodiments, the authentication application <NUM>, call center application <NUM>, and/or the web server <NUM> may be integrated into a single component, e.g., a single application including all associated functionality described herein. Similarly, although depicted as part of the server <NUM>, in some embodiments, the authentication application <NUM>, call center application <NUM>, and/or the web server <NUM> may be implemented in separate servers. Furthermore, the authentication application <NUM>, call center application <NUM>, and/or the web server <NUM> may be implemented in hardware, software, and/or a combination of hardware and software. Further still, the instances of the call center application <NUM> of the server <NUM> and/or the agent system <NUM> are generally configured to perform all disclosed operations related to the call center application <NUM>.

As described in greater detail herein, the authentication application <NUM> is configured to facilitate authentication for calls to the call center application <NUM> based on encrypted data generated by the contactless card <NUM>. The web server <NUM> is generally configured to process client requests for web pages <NUM> from the web browsers <NUM>. In at least one embodiment, the web server <NUM> and the browsers <NUM> communicate via the hypertext transfer protocol (HTTP).

The call center application <NUM> generally provides functionality for a call center system whereby a plurality of phone calls may be answered, routed, forwarded, and/or otherwise processed. For example, a caller may dial one of a plurality of phone numbers associated with the call center application <NUM>. The call center application <NUM> of the server <NUM> may answer the call, optionally receive input from the user, and/or route the call to one of a plurality of call center agent systems <NUM> for handling by an agent. In some embodiments, the call center application <NUM> provides a virtual call center such that the agent systems <NUM> may be geographically diverse, e.g., not in a centralized location. Each call center agent system <NUM> includes an instance of the call center application <NUM> that interfaces with the call center application <NUM> of the server <NUM>, e.g., to accept and/or manage telephone calls received from customers routed to the agent systems <NUM> by the server <NUM>. More generally, the call center application <NUM> may include one or more GUIs to display attributes of a call, a caller, an account, and/or any other relevant information as described herein.

Continuing with the previous example, the call center application <NUM> of the server <NUM> may route the caller's call to a first agent system <NUM>. To assist the customer, the agent may need to access one or more account details for the customer in the account data <NUM>. However, to preserve the security of the account data <NUM>, the system <NUM> must authenticate the identity of the caller and/or the call. In the embodiment depicted in <FIG>, the call center application <NUM> of the server <NUM> may generate a session ID for the call and associate the session ID with the account in a record in the account data <NUM>. The session ID may be any unique alphanumeric identifier of any suitable length, such as a hash value <NUM> characters in length. The call center application <NUM> of the server <NUM> may further assign a time limit, or duration, to the session ID, such as <NUM> seconds, <NUM> minutes, <NUM> minutes, etc. The call center application <NUM> of the server <NUM> may further associate the session ID with an identifier for the agent assigned to the call, such as unique agent identifier, an identifier of the device <NUM> used by the agent assigned to the call, and/or an identifier of the instance of the call center application <NUM> used by the agent assigned to the call. The call center application <NUM> of the server <NUM> may then generate a URL <NUM> that includes the session ID as a parameter. The URL <NUM> (and any other URL disclosed herein) may be directed to any component of the server <NUM> and/or any resource associated with the server <NUM>. For example, if the session ID is "ABC123", the URL with session ID <NUM> may be "http://www. com/webauth. html7ABC123". In such an example, the "http://www. com/webauth. html" portion of the URL may generally be directed to the server <NUM>, one or more web pages <NUM> managed by the web server <NUM>, any component of the server <NUM>, and/or any resource associated with the server <NUM>.

Generally, the web pages <NUM> may include hypertext markup language (HTML) pages, JavaScript® pages, and/or any other type of page that can be rendered by a web browser <NUM>. In some embodiments, the web pages <NUM> and/or URL <NUM> may be directed to the call center application <NUM> and/or authentication application <NUM>. In some embodiments, the web pages <NUM> may provide access to functionality provided by the call center application <NUM> and/or authentication application <NUM>. Furthermore, in some embodiments, the web pages <NUM> may be directed to web-based front-ends exposed by the call center application <NUM> and/or authentication application <NUM>.

In one embodiment, the call center application <NUM> of the server <NUM> generates the session ID and the URL <NUM> responsive to input received from the agent via the call center application <NUM> on the agent system <NUM>. The input may include an indication of the account number the customer has requested to access. In some embodiments, the call center application <NUM> may programmatically generate the URL <NUM> and/or session ID based on determining that the phone number from which a call is received is stored in the account data <NUM> as being associated with an account.

If the received phone call is from the number associated with the account in the account data <NUM>, the call center application <NUM> of the server <NUM> may then transmit the URL with session ID <NUM> to a device associated with the subject account in the account data <NUM>. For example, the call center application <NUM> of the server <NUM> may identify a mobile phone number associated with the account in the account data <NUM> and send an SMS message to the specified mobile phone number. In another example, the call center application <NUM> of the server <NUM> may include the URL with session ID <NUM> in an email sent to a known email address of the customer. Generally, the URL with session ID <NUM> may be transmitted via any suitable technique. In some embodiments, the phone call may be received from a first number associated with the account and the URL with session ID <NUM> may be transmitted to a second phone number associated with the account. Embodiments are not limited in this context.

<FIG> depicts an embodiment where the device <NUM> receives the URL with session ID <NUM> from the server <NUM>. The user may select the URL <NUM>, which causes the web browser <NUM> to generate an HTTP request <NUM> that specifies the URL <NUM>. The web server <NUM> may receive and process the request <NUM>. In at least one embodiment, the web server <NUM> may extract the session ID from the URL <NUM> and compare the session ID to the session ID stored in the account data <NUM>. If a match does not exist, the authentication may fail, and the web server <NUM> may return an indication of the failed authentication to the devices <NUM>, <NUM>. Similarly, the web server <NUM> may determine whether the time limit has elapsed for the session ID. For example, if the time limit is <NUM> minutes, and the request <NUM> is received <NUM> minutes after the session ID is created, the time limit is exceeded, and the authentication fails. Otherwise, if a match exists and the time limit is not exceeded, the web server <NUM> may send a response that includes a web page <NUM>-<NUM>. Furthermore, if the match exists and the time limit is not exceeded, the web server <NUM> and/or call center application <NUM> may provide a corresponding indication to the call center application <NUM> of the agent device <NUM>.

<FIG> depicts an embodiment where the web browser <NUM> has loaded the web page <NUM>-<NUM>. Advantageously, the web page <NUM>-<NUM> includes functionality to wirelessly read data generated by the contactless card <NUM> and/or wirelessly write data to the memory <NUM> of the contactless card <NUM>. More generally, a given web page <NUM> and/or the web browser <NUM> may include functionality control the communications interface <NUM> and communicate with the card <NUM> without requiring a dedicated operating system application (e.g., an application store application) to perform these functions. In at least one embodiment, the functionality is provided via one or more application programming interfaces (APIs). The APIs may be defined by the Web NFC Draft Community Group Report. Therefore, the web page <NUM>-<NUM> (and any other web pages <NUM>) may control the NFC capabilities of the communications interface <NUM> without requiring a dedicated application.

In some embodiments, the web page <NUM>-<NUM> in the web browser <NUM> may output an indication requesting or instructing the user to tap the contactless card <NUM> to the device <NUM> to authenticate the account for the phone call. Generally, once the contactless card <NUM> is brought within communications range of the communications interface <NUM> of the device <NUM>, the applet <NUM> of the contactless card <NUM> may generate a cryptogram <NUM>. The cryptogram <NUM> may be based on the customer ID <NUM> of the contactless card <NUM>. The cryptogram <NUM> may be generated based on any suitable cryptographic technique. In at least one embodiment, the cryptogram <NUM> is included in an NDEF file. The NDEF file may indicate that the cryptogram <NUM> was read from the contactless card <NUM> via the card reader <NUM> of the device <NUM>.

As stated, the system <NUM> is configured to implement key diversification to secure data, which may be referred to as a key diversification technique herein. Generally, the server <NUM> (or another computing device) and the contactless card <NUM> may be provisioned with the same master key <NUM> (also referred to as a master symmetric key). More specifically, each contactless card <NUM> is programmed with a distinct master key <NUM> that has a corresponding pair in the server <NUM>. For example, when a contactless card <NUM> is manufactured, a unique master key <NUM> may be programmed into the memory <NUM> of the contactless card <NUM>. Similarly, the unique master key <NUM> may be stored in a record of a customer associated with the contactless card <NUM> in the account data <NUM> of the server <NUM> (and/or stored in a different secure location, such as the hardware security module (HSM) <NUM>). The master key <NUM> may be kept secret from all parties other than the contactless card <NUM> and server <NUM>, thereby enhancing security of the system <NUM>. In some embodiments, the applet <NUM> of the contactless card <NUM> may encrypt and/or decrypt data (e.g., the customer ID <NUM>) using the master key <NUM> and the data as input a cryptographic algorithm. For example, encrypting the customer ID <NUM> with the master key <NUM> may result in the encrypted customer ID included in the cryptogram <NUM>. Similarly, the server <NUM> may encrypt and/or decrypt data associated with the contactless card <NUM> using the corresponding master key <NUM>.

In other embodiments, the master keys <NUM> of the contactless card <NUM> and server <NUM> may be used in conjunction with the counters <NUM> to enhance security using key diversification. The counters <NUM> comprise values that are synchronized between the contactless card <NUM> and server <NUM>. The counter value <NUM> may comprise a number that changes each time data is exchanged between the contactless card <NUM> and the server <NUM> (and/or the contactless card <NUM> and the device <NUM>). When preparing to send data (e.g., to the server <NUM> and/or the device <NUM>), the contactless card <NUM> may increment the counter value <NUM>. The contactless card <NUM> may then provide the master key <NUM> and counter value <NUM> as input to a cryptographic algorithm, which produces a diversified key <NUM> as output. The cryptographic algorithm may include encryption algorithms, hash-based message authentication code (HMAC) algorithms, cipher-based message authentication code (CMAC) algorithms, and the like. Non-limiting examples of the cryptographic algorithm may include a symmetric encryption algorithm such as 3DES or AES107; a symmetric HMAC algorithm, such as HMAC-SHA-<NUM>; and a symmetric CMAC algorithm such as AES-CMAC. Examples of key diversification techniques are described in greater detail in <CIT>.

Continuing with the key diversification example, the contactless card <NUM> may then encrypt the data (e.g., the customer ID <NUM> and/or any other data) using the diversified key <NUM> and the data as input to the cryptographic algorithm. For example, encrypting the customer ID <NUM> with the diversified key <NUM> may result in the encrypted customer ID included in the cryptogram <NUM>. The web browser <NUM> and/or the web page <NUM> may then read the cryptogram <NUM> via the communications interface <NUM>.

Regardless of the encryption technique used, the web page <NUM> and/or web browser <NUM> may then transmit the cryptogram <NUM> to the server <NUM> via the network <NUM>. The web page and/or web browser <NUM> may further indicate, to the server <NUM>, that the cryptogram <NUM> was read from the contactless card <NUM> via the card reader <NUM> of the device <NUM>. Once received, the authentication application <NUM> may attempt to authenticate the cryptogram <NUM>. For example, the authentication application <NUM> may attempt to decrypt the cryptogram <NUM> using a copy of the master key <NUM> stored by the server <NUM>. In another example, the authentication application <NUM> may provide the master key <NUM> and counter value <NUM> as input to the cryptographic algorithm, which produces a diversified key <NUM> as output. The resulting diversified key <NUM> may correspond to the diversified key <NUM> of the contactless card <NUM>, which may be used to decrypt the cryptogram <NUM>.

Regardless of the decryption technique used, the authentication application <NUM> may successfully decrypt the cryptogram <NUM>, thereby verifying or authenticating the cryptogram <NUM> (e.g., by comparing the resulting customer ID <NUM> to a customer ID stored in the account data <NUM>, and/or based on an indication that the decryption using the key <NUM> and/or <NUM> was successful). Although the keys <NUM>, <NUM> are depicted as being stored in the memory <NUM>, the keys <NUM>, <NUM> may be stored elsewhere, such as in a secure element and/or the HSM <NUM>. In such embodiments, the secure element and/or the HSM <NUM> may decrypt the cryptogram <NUM> using the keys <NUM> and/or <NUM> and a cryptographic function. Similarly, the secure element and/or HSM <NUM> may generate the diversified key <NUM> based on the master key <NUM> and counter value <NUM> as described above. If the decryption is successful and the session ID of the URL <NUM> matches the session ID stored in the account data <NUM>, the phone call may be authenticated.

If, however, the authentication application <NUM> is unable to decrypt the cryptogram <NUM> to yield the expected result (e.g., the customer ID <NUM> of the account associated with the contactless card <NUM>), the authentication application <NUM> does not validate the cryptogram <NUM>. In such an example, the authentication application <NUM> transmits an indication of the failed authentication to the web browser <NUM>, the call center application <NUM> of the server <NUM>, and/or the call center application <NUM> of the agent system <NUM>. The call center application <NUM> and/or call center application <NUM> may then restrict access to the client data from the account data <NUM> to preserve the security of the account.

<FIG> illustrates an embodiment where the authentication application <NUM> has successfully decrypted the cryptogram <NUM>, thereby verifying (or authenticating) the cryptogram, and by association, the identity of the user placing the phone call. As shown, the authentication application <NUM> transmits a confirmation <NUM> to the device <NUM>, where the confirmation <NUM> indicates that the authentication application <NUM> successfully decrypted the cryptogram <NUM> and that the session ID of the URL <NUM> matches the session ID stored in the account data <NUM>. The web page <NUM>-<NUM> may be updated to reflect the confirmation <NUM>. In another embodiment, the confirmation <NUM> is a web page <NUM>, and the web browser <NUM> may display the confirmation <NUM> web page <NUM>.

Although not depicted, the authentication application <NUM> may provide the confirmation <NUM> to the web server <NUM>, call center application <NUM> of the server <NUM>, and/or the call center application <NUM> of the call center agent system <NUM> assigned to the phone call. Furthermore, as shown, the call center application <NUM> may transmit one or more elements of account data <NUM>-<NUM> to the call center application <NUM> of the agent system <NUM> used by the agent assigned to the call, e.g., based on the one or more agent identifiers associated with the session ID. Doing so displays different account attributes in one or more GUIs provided by the call center application <NUM>, such as name, address, or other user information. In another embodiment, the account data <NUM>-<NUM> is already stored by the call center application <NUM> but is obfuscated or otherwise not exposed via the GUI of the call center application <NUM> until the account is authenticated for the call. In such an example, the GUI of the call center application <NUM> may expose the stored elements of account data <NUM> when receiving the confirmation <NUM>, or another indication from the server <NUM>, indicating the session ID matches the stored session ID, the session ID has not expired, and the cryptogram <NUM> was successfully decrypted.

Advantageously, the caller is authenticated and the account data <NUM>-<NUM> is exposed via the call center application <NUM> on the agent system <NUM> without requiring the device <NUM> to execute a dedicated client application provided by an entity associated with the call center application <NUM> (e.g., the application provided by the financial institution associated with the contactless card <NUM>).

<FIG> depicts a schematic of an exemplary system <NUM>, consistent with disclosed embodiments. Although the system <NUM> shown in <FIG> has a limited number of elements in a certain topology, it may be appreciated that the system <NUM> may include more or less elements in alternate topologies as desired for a given implementation.

Generally, <FIG> depict embodiments of using the contactless card <NUM> to initiate a pre-authenticated call between the device <NUM> and the call center application <NUM> of the server <NUM>. As shown, the web browser <NUM> of the device <NUM> has loaded a web page <NUM>-<NUM>. The web page <NUM>-<NUM> is received from the web server <NUM> responsive to a request to access the web page <NUM>-<NUM>. The web page <NUM>-<NUM> may include similar capabilities to the web page <NUM>-<NUM>, including the ability to communicate with the contactless card <NUM>, e.g., by reading data generated by the contactless card <NUM> and/or writing data to the memory of the contactless card <NUM>. The web page <NUM>-<NUM> and/or the web browser <NUM> may therefore generally be able to control the NFC capabilities of the communications interface <NUM> to communicate with the contactless card <NUM> via NFC.

In the embodiment depicted in <FIG>, the web page <NUM>-<NUM> may instruct the user to tap the contactless card <NUM> to initiate a pre-authenticated call to the call center application <NUM> of the server <NUM>. The user may then tap the card <NUM> to the device <NUM>.

Doing so causes the applet <NUM> of the contactless card <NUM> to generate a cryptogram <NUM> (e.g., an encrypted customer ID <NUM>) based on the customer ID <NUM> and a diversified key <NUM> as described above. The web browser <NUM> and/or the web page <NUM>-<NUM> may then read the cryptogram <NUM>, e.g., via NFC. In some embodiments, the applet <NUM> includes an unencrypted customer ID <NUM> and/or some other user identifier in a data package with the cryptogram <NUM> to allow the server <NUM> to perform the relevant decryption operations. Once read, the web browser <NUM> and/or the web page <NUM>-<NUM> may transmit the cryptogram <NUM> to the authentication application <NUM> for processing. The web page <NUM>-<NUM> and/or web browser <NUM> may further indicate, to the authentication application <NUM>, that the cryptogram was read from the contactless card <NUM> via the card reader <NUM> of the device <NUM>.

Once received, the authentication application <NUM> may attempt to verify the cryptogram. In at least one embodiment, the unencrypted customer ID <NUM> provided by the applet <NUM> may be used to identify the relevant account, counter value <NUM>, and/or master key <NUM> in the account data <NUM>. The authentication application <NUM> may attempt to decrypt the cryptogram by providing the master key <NUM> and incremented counter value <NUM> as input to the cryptographic algorithm, which produces the diversified key <NUM> as output. The resulting diversified key <NUM> may correspond to the instance of the diversified key <NUM> generated by the contactless card <NUM> to create the cryptogram <NUM>, which may be used to decrypt the cryptogram. Generally, the authentication application <NUM> may transmit a decryption result to the web browser <NUM> and/or the web page <NUM>-<NUM> indicating whether the decryption was successful or unsuccessful.

<FIG> depicts an embodiment where the server <NUM> transmits a confirmation <NUM> to the device <NUM>. The confirmation <NUM> generally includes a decryption result indicating that the cryptogram <NUM> was authenticated, verified, or otherwise successfully decrypted. The web browser <NUM> and/or the web page <NUM>-<NUM> may receive the confirmation <NUM>, which may further include instructions to provide one or more cookies <NUM> of the web browser <NUM> to the web server <NUM>. Generally, the cookies <NUM> may include a hash value or other identifier used to indicate that the web browser was used to successfully authenticate the account associated with the customer ID <NUM>. In response, the web browser <NUM> and/or the web page <NUM>-<NUM> may transmit the relevant cookie(s) <NUM> to the web server <NUM>.

Once received, the web server <NUM> may determine whether the cookie <NUM> has expired based on a date of the cookie, whether the hash value in the cookie is a valid hash value assigned to the account in the account data <NUM>, and any other type of processing of the cookie <NUM>. If the cookie <NUM> is not validated, e.g., based on an invalid hash value and/or an expired cookie, one or more alternate forms of authentication may be required. For example, the web server <NUM> and/or call center application <NUM> may transmit a one-time password (OTP) to a device associated with the account in the account data <NUM>. If the user provides the correct code (e.g. via the web page <NUM>-<NUM>), the OTP may be validated in lieu of the cookie <NUM>. In another embodiment, the web server <NUM> and/or call center application <NUM> of the server <NUM> may perform a stability check on one or more phone numbers reflected in the account data <NUM> for the account. For example, if the phone number has been stored in the account data <NUM> for a time period greater than a threshold amount of time (e.g., <NUM> week, <NUM> month, etc.), the phone number may be validated in lieu of the cookie <NUM>. If the cookie validation, OTP validation, and/or phone number stability check fail, an indication of the failure is transmitted to the web browser <NUM> and/or the web page <NUM>-<NUM>.

<FIG> reflects an embodiment where the web server <NUM> validated the cookies <NUM> received from the web browser <NUM>. However, <FIG> may further reflect an embodiment where the OTP is validated and/or the phone number stability check reveals the phone number has been registered to the account for an amount of time greater than the threshold.

Based on the validation of the cookies <NUM>, the call center application <NUM> of the server <NUM> may generate a session ID for a pre-authenticated call. The session ID may be a hash value or other unique identifier that is associated with the account and a phone number associated with the account in the account data <NUM>. The session ID may further be associated with a time limit, such as <NUM> seconds, <NUM> minutes, <NUM> minutes, etc. The call center application <NUM> of the server <NUM> may then select a pre-authenticated phone number from among a plurality of pre-authenticated phone numbers and append the session ID as a parameter of the phone number to generate a phone number with session ID <NUM>. For example, if the pre-authenticated phone number is <NUM>-<NUM>-<NUM>-<NUM>, and the session ID is "<NUM>", the phone number including the session ID <NUM> may be "<NUM>-<NUM>-<NUM>-<NUM>#<NUM>". The call center application <NUM> of the server <NUM> may provide the phone number with session ID <NUM> to the web server <NUM>. The web server <NUM> may then transmit the phone number with session ID <NUM> to the web browser <NUM>. Additionally and/or alternatively, the call center application <NUM> of the server <NUM> may transmit the phone number with session ID <NUM> to the device <NUM> via other methods, such as SMS message, email, etc. Once received, the user may select the phone number with session ID <NUM> to initiate a call to the call center application <NUM> of the server <NUM> at the pre-authenticated number. In some embodiments, the web server <NUM> may update the cookies <NUM> (e.g., to include a new expiration date and/or a new hash value) based on the validation of the cookies <NUM> and/or the decryption of the cryptogram <NUM>. Further still, if a cookie <NUM> does not exist, the web server <NUM> may store (or write) a cookie <NUM> in the web browser <NUM> based at least in part on the decryption of the cryptogram <NUM>. The web server <NUM> may also update the account data <NUM> to reflect the new and/or updated cookies <NUM>.

In some embodiments, the cookies <NUM> may be processed prior to and/or contemporaneously with the generation and/or processing of the cryptogram <NUM>. In such examples, the cookies <NUM> may specify a hash value which corresponds to one or more accounts in the account data <NUM>. Doing so allows the server <NUM> to identify the master key <NUM> and counter value <NUM> of the corresponding account to generate a diversified key <NUM> and decrypt the cryptogram <NUM> without requiring the contactless card <NUM> and/or the web browser <NUM> to provide the customer ID <NUM> to the server <NUM>. Similarly, if the cookies are not validated (e.g., a cookie does not exist and/or includes an expired or otherwise invalid hash value), the server <NUM> may refrain from decrypting the cryptogram <NUM> to conserve resources.

<FIG> depicts an embodiment where a phone call <NUM> is initiated by the phone application <NUM> of the client device <NUM>. The phone call <NUM> may be directed to the phone number with session ID <NUM>. Once answered by the call center application <NUM> of the server <NUM>, the phone application <NUM> may provide the session ID as input, e.g., by programmatically entering the digits "<NUM>" after some initial delay.

The call center application <NUM> of the server <NUM> may then determine whether the phone call <NUM> is directed to one of the plurality of pre-authenticated numbers. The call center application <NUM> of the server <NUM> may then receive the session ID from the phone application <NUM> and determine whether the session ID is valid. For example, the call center application <NUM> of the server <NUM> may compare the session ID to the session ID stored in the account data <NUM>. If a match exists, the call center application <NUM> of the server <NUM> may determine whether the time limit for the session ID has not expired (e.g., whether the call is received within a threshold amount of time from when the session ID was generated). Additionally, the call center application <NUM> of the server <NUM> may determine whether the call is received from a phone number associated with the account in the account data <NUM>. If the phone call is directed to one of the plurality of pre-authenticated numbers, that the session ID is valid and has not expired, and the phone call is received from a phone number associated with the account in the account data <NUM>, the call center application <NUM> of the server <NUM> may authenticate the pre-authenticated call. Otherwise, the call center application <NUM> of the server <NUM> may reject the pre-authenticated call, or perform another operation for the call (e.g., requiring the user to authenticate using other methods when speaking to the customer service agent).

<FIG> depicts an embodiment where the call center application <NUM> has authenticated the pre-authenticated call <NUM>. Generally, when a pre-authenticated call is authenticated as described above, the call <NUM> may be directly connected to an agent without requiring the user to wait while the agents handle calls from other callers. For example, if <NUM> callers are in a queue waiting to have calls handled, the pre-authenticated call <NUM> may be answered and handled prior to the other <NUM> calls in the queue, as the pre-authenticated call <NUM> is placed at the front of the queue. Similarly, the user is not required to provide any information when connected to the agent. Further still, as shown in <FIG>, the call center application <NUM> of the server <NUM> may provide account data <NUM>-<NUM> to the call center application <NUM> of the agent system <NUM>. Doing so allows the agent to view the relevant account details as the call is connected and without requiring additional input from the caller. In some embodiments, the web server <NUM> may update the cookies <NUM> (e.g., to include a new expiration date and/or a new hash value) based on the authentication of the pre-authenticated call. Further still, if a cookie <NUM> does not exist, the web server <NUM> may store a cookie <NUM> in the web browser <NUM> based at least in part on the decryption of the cryptogram <NUM>. The web server <NUM> may also update the account data <NUM> to reflect the new and/or updated cookies <NUM>.

<FIG> is a schematic <NUM> illustrating an example mobile computing device <NUM>. As shown, a mobile device <NUM> has received a URL <NUM>. The URL <NUM> may include a session ID parameter, e.g., the "<NUM>" portion of the URL <NUM>. The session ID parameter may be generated responsive to a call placed by a user of the device <NUM> to the call center application <NUM>. The call center application <NUM> of the server <NUM> may route the call to an agent. The agent may use the agent system <NUM> to instruct the call center application <NUM> of the server <NUM> to generate the session ID and URL <NUM> for the customer. The session ID parameter may be associated with the account, the phone call, and/or the agent assigned to the phone call in the account data <NUM>. The session ID may be restricted to a limited time of validity, e.g., <NUM> minutes. The call center application <NUM> of the server <NUM> may then transmit the URL <NUM> to the device <NUM>. The URL <NUM> may generally be directed to a web page <NUM> and/or any other resource associated with the server <NUM>. In some embodiments, the URL <NUM> is directed to one or more web pages <NUM> associated with the call center application <NUM> and/or web server <NUM>. The URL <NUM> may be specified in a text message or other type of message sent to the device <NUM>. Once selected, the web browser <NUM> may be opened to access resource at the URL <NUM>.

<FIG> is a schematic <NUM> depicting an embodiment where the web page at the URL <NUM> has been accessed. Because the URL <NUM> includes the session ID parameter, the web server <NUM>, call center application <NUM>, or any other component of the server <NUM> may extract the session ID parameter and compare the extracted session ID parameter to the session ID parameter stored in the account data <NUM>. If the comparison results in a match, the web server <NUM>, call center application <NUM>, or any other component of the server <NUM> may determine whether the web page at the URL is accessed (or requested) within the time threshold for the session ID, e.g., within <NUM> minutes continuing with the previous example. If the web page is accessed within the time threshold, the web server <NUM>, call center application <NUM>, or any other component of the server <NUM> may validate the session ID.

In response, the web server <NUM>, call center application <NUM>, or any other component of the server <NUM> updates the web page in the web browser <NUM> (and/or loads a new web page in the web browser <NUM>) to instruct the user to tap the contactless card <NUM> to the mobile device <NUM>. The user may tap the contactless card <NUM> to the device <NUM>. Doing so causes the web browser <NUM> and/or the web page in the browser <NUM> to instruct the applet <NUM> of the contactless card <NUM> to generate a cryptogram, e.g., the cryptograms <NUM> or <NUM>. More generally, the cryptogram may be generated by the applet <NUM> incrementing the counter <NUM>, encrypting the counter <NUM> and master key <NUM> to generate an instance of a diversified key <NUM>, and encrypt the customer ID <NUM> using the diversified key <NUM>. The applet <NUM> may then transmit or otherwise provide the cryptogram to the mobile device <NUM>, e.g., via NFC. Once received, the web browser <NUM> may transmit the cryptogram to the server <NUM>, e.g., via the HTTP protocol. The web page and/or web browser <NUM> may further indicate, to the server <NUM>, that the cryptogram was read from the contactless card <NUM> via the card reader <NUM> of the device <NUM>. The web server <NUM> or any other component of the server <NUM> may then instruct the authentication application <NUM> to decrypt the cryptogram.

As shown in <FIG>, the authentication application <NUM>, the web server <NUM>, or any other component of the server <NUM> may return a decryption result to the mobile device <NUM> indicating whether the cryptogram was decrypted or not decrypted. The mobile device <NUM> may determine, based on the decryption result, that the cryptogram was decrypted. As shown, the decryption result indicates that the authentication application <NUM> decrypted the cryptogram, and the authentication for the call is complete. Doing so allows the call center agent to proceed with assisting the caller. In some embodiments, the call center application <NUM> of the server <NUM> exposes account attributes from the account data <NUM> on a GUI of the call center application <NUM> of the agent system <NUM> associated with the session ID and/or the call. If, however, the decryption is not successful and/or the session ID is not validated, the authentication for the call may fail, and access to the account data <NUM> may be restricted to preserve security.

<FIG> is a schematic <NUM> illustrating an embodiment of using a contactless card <NUM> to initiate a pre-authenticated call to the call center application <NUM> of the server <NUM>. As shown, a mobile device <NUM> executing a web browser <NUM> has accessed a web page at a URL <NUM>. The URL <NUM> may generally be directed to a web page <NUM> and/or any other resource associated with the server <NUM>. In some embodiments, the URL <NUM> is directed to one or more web pages associated with the call center application <NUM> and/or web server <NUM>.

As shown, the web page at the URL <NUM> instructs the user to tap the contactless card <NUM> to the mobile device <NUM>. In some embodiments, the instruction to tap the contactless card <NUM> is based on the web page and/or web server <NUM> reading one or more cookies of the web browser <NUM>. For example, if the cookies store a known, valid hash value, the web server <NUM> may permit the pre-authenticated phone call flow to proceed. The user may tap the contactless card <NUM> to the device <NUM>. Doing so causes the web browser <NUM> and/or the web page in the browser <NUM> to instruct the applet <NUM> of the contactless card <NUM> to generate a cryptogram, e.g., the cryptograms <NUM> or <NUM>. More generally, the cryptogram may be generated by the applet <NUM> incrementing the counter <NUM>, encrypting the counter <NUM> and master key <NUM> to generate an instance of a diversified key <NUM>, and encrypt the customer ID <NUM> using the diversified key <NUM>. The applet <NUM> may then transmit or otherwise provide the cryptogram to the mobile device <NUM>, e.g., via an NFC read. Once received, the web browser <NUM> may transmit the cryptogram to the server <NUM>, e.g., via the HTTP protocol. The web page and/or web browser <NUM> may further indicate, to the server <NUM>, that the cryptogram was read from the contactless card <NUM> via the card reader <NUM> of the device <NUM>. The web server <NUM> or any other component of the server <NUM> may then instruct the authentication application <NUM> to decrypt the cryptogram.

In some embodiments, the customer ID <NUM> is sent with the cryptogram, e.g., to allow the server <NUM> to identify the proper master key <NUM> and counter <NUM>. Doing so allows the authentication application <NUM> to increment the counter <NUM> of the server <NUM> associated with the account, generate an instance of the diversified key <NUM> using the counter <NUM> and master key <NUM> associated with the account, and decrypt the cryptogram using the diversified key <NUM>. Similarly, in some embodiments, the cookies are sent with the cryptogram, e.g., to allow the web server <NUM> to determine whether the cookies include a valid hash value as described above. If a hash value is not present in a cookie, the server <NUM> may refrain from decrypting the cryptogram and generally refrain from allowing the user to use the pre-authenticated call feature.

<FIG> is a schematic <NUM> illustrating an embodiment where the authentication application <NUM> has decrypted the cryptogram. As shown, the web page in the web browser <NUM> reflects that the cryptogram was successfully decrypted, e.g., based on a decryption result received from the server <NUM>. Furthermore, the web page in the web browser <NUM> instructs the user to select a forthcoming notification to initiate the pre-authenticated call.

<FIG> is a schematic <NUM> illustrating an embodiment where the mobile device <NUM> receives a notification <NUM> including a pre-authenticated phone number. The phone number includes a session ID parameter generated by the call center application <NUM> of the server <NUM>, e.g., "<NUM>". The notification <NUM> may be received as an SMS message, email, or any other type of notification. In some embodiments, the web page in the web browser <NUM> depicted in <FIG> may output the notification <NUM> and/or the relevant information from the notification <NUM>. The pre-authenticated phone number is directed to the call center application <NUM> of the server <NUM> and may be associated with the session ID and the associated account (e.g., based on the customer ID <NUM>) in the account data <NUM>. As stated, the session ID may be limited to a predetermined amount of time of validity.

<FIG> is a schematic <NUM> illustrating an embodiment where the user has selected the notification <NUM>. Doing so opens the phone application <NUM> and causes the phone application <NUM> to place a call to the number specified in the notification <NUM>. Once answered by the call center application <NUM> of the server <NUM>, the phone application <NUM> may provide the session ID parameter as input, e.g., by providing "<NUM>" as input after some predefined time delay.

The call center application <NUM> of the server <NUM> may then process the incoming call and associated input. Generally, the call center application <NUM> determines whether the phone call is directed to a pre-authenticated phone number. If the call is directed to the pre-authenticated phone number, the call center application <NUM> determines whether the correct session ID is received as input. For example, the call center application <NUM> of the server <NUM> may compare the received session ID to the session ID for the pre-authenticated call stored in the account data <NUM>. If the comparison results in a match, the call center application <NUM> of the server <NUM> determines whether the phone call is received while the session ID is still valid, e.g., whether the call is received within the time limit assigned to the session ID. For example, if the time limit for the session ID is <NUM> minutes, and the call is received in <NUM> minutes, the call center application <NUM> of the server <NUM> determines the session ID is valid. The call center application <NUM> of the server <NUM> may then directly connect the pre-authenticated call to an agent. Doing so may include allowing the pre-authenticated call to skip other calls waiting in line. Furthermore, doing so may populate the GUI of the call center application <NUM> with one or more attributes of the account from the account data <NUM>.

<FIG> is a schematic <NUM> depicting an example agent device <NUM> executing an instance of the call center application <NUM>. Generally, once a call is authenticated using one or more of the techniques described herein, the GUI of the call center application <NUM> may output one or more elements of data from the account data <NUM> for the authenticated account. For example, as shown, the GUI depicts a name, address, and information regarding one or more accounts of the user. The GUI further includes a link <NUM> that, when selected, causes the call center application <NUM> of the server <NUM> to generate a session ID for a call, associate the session ID to the account ending in <NUM> and the call, and transmit a URL with session ID <NUM> to the device <NUM> as described above. Once the URL is accessed in the web browser <NUM>, the user may tap the contactless card <NUM> to generate a cryptogram, which is sent to the server <NUM> for decryption. Upon successful decryption of the cryptogram and a comparison of the session ID in the URL <NUM> and the stored session ID resulting in a match, the call may be authenticated for that account. In such an embodiment, additional details for this account may be exposed. For example, while the balance is displayed for the account ending in <NUM> (e.g., based on successful authentication for the call using the card ending in <NUM> using one or more techniques described herein), the balance of the account ending in <NUM> is not displayed. Therefore, if the call is authenticated using the contactless card <NUM> ending in <NUM>, the account balance for the account ending in <NUM> (and/or other details) may be displayed. Advantageously, therefore, security may be enhanced by requiring the different contactless cards <NUM> to authenticate access to the associated accounts while on the same call with the call center agent.

<FIG> is a schematic <NUM> illustrating an example configuration of a contactless card <NUM>, which may include a payment card, such as a credit card, debit card, or gift card, issued by a service provider as displayed as service provider indicia <NUM> on the front or back of the contactless card <NUM>. In some examples, the contactless card <NUM> is not related to a payment card, and may include, without limitation, an identification card. In some examples, the contactless card may include a dual interface contactless payment card, a rewards card, and so forth. The contactless card <NUM> may include a substrate <NUM>, which may include a single layer or one or more laminated layers composed of plastics, metals, and other materials. Exemplary substrate materials include polyvinyl chloride, polyvinyl chloride acetate, acrylonitrile butadiene styrene, polycarbonate, polyesters, anodized titanium, palladium, gold, carbon, paper, and biodegradable materials. In some examples, the contactless card <NUM> may have physical characteristics compliant with the ID-<NUM> format of the ISO/IEC <NUM> standard, and the contactless card may otherwise be compliant with the ISO/IEC <NUM> standard. However, it is understood that the contactless card <NUM> according to the present disclosure may have different characteristics, and the present disclosure does not require a contactless card to be implemented in a payment card.

The contactless card <NUM> may also include identification information <NUM> displayed on the front and/or back of the card, and a contact pad <NUM>. The contact pad <NUM> may include one or more pads and be configured to establish contact with another client device, such as an ATM, a user device, smartphone, laptop, desktop, or tablet computer via contactless cards. The contact pad may be designed in accordance with one or more standards, such as ISO/IEC <NUM> standard, and enable communication in accordance with the EMV protocol. The contactless card <NUM> may also include processing circuitry, antenna and other components as will be further discussed in <FIG>. These components may be located behind the contact pad <NUM> or elsewhere on the substrate <NUM>, e.g. within a different layer of the substrate <NUM>, and may electrically and physically coupled with the contact pad <NUM>. The contactless card <NUM> may also include a magnetic strip or tape, which may be located on the back of the card (not shown in <FIG>). The contactless card <NUM> may also include a Near-Field Communication (NFC) device coupled with an antenna capable of communicating via the NFC protocol. Embodiments are not limited in this manner.

As illustrated, the contact pad <NUM> of contactless card <NUM> may include processing circuitry <NUM> for storing, processing, and communicating information, including a processor <NUM>, a memory <NUM>, and one or more communications interface <NUM>. It is understood that the processing circuitry <NUM> may contain additional components, including processors, memories, error and parity/CRC checkers, data encoders, anti-collision algorithms, controllers, command decoders, security primitives and tamper proofing hardware, as necessary to perform the functions described herein.

The memory <NUM> may be a read-only memory, write-once read-multiple memory or read/write memory, e.g., RAM, ROM, and EEPROM, and the contactless card <NUM> may include one or more of these memories. A read-only memory may be factory programmable as read-only or one-time programmable. One-time programmability provides the opportunity to write once then read many times. A write once/read-multiple memory may be programmed at a point in time after the memory chip has left the factory. Once the memory is programmed, it may not be rewritten, but it may be read many times. A read/write memory may be programmed and re-programed many times after leaving the factory. A read/write memory may also be read many times after leaving the factory. In some instances, the memory <NUM> may be encrypted memory utilizing an encryption algorithm executed by the processor <NUM> to encrypt data.

The memory <NUM> may be configured to store one or more applets <NUM>, one or more counters <NUM>, the master key <NUM>, a diversified key <NUM>, and a customer ID <NUM>. The one or more applets <NUM> may comprise one or more software applications configured to execute on one or more contactless cards, such as a Java® Card applet. However, it is understood that applets <NUM> are not limited to Java Card applets, and instead may be any software application operable on contactless cards or other devices having limited memory. The one or more counters <NUM> may comprise a numeric counter sufficient to store an integer. The customer ID <NUM> may comprise a unique alphanumeric identifier assigned to a user of the contactless card <NUM>, and the identifier may distinguish the user of the contactless card from other contactless card users. In some examples, the customer ID <NUM> may identify both a customer and an account assigned to that customer and may further identify the contactless card <NUM> associated with the customer's account.

The processor <NUM> and memory elements of the foregoing exemplary embodiments are described with reference to the contact pad <NUM>, but the present disclosure is not limited thereto. It is understood that these elements may be implemented outside of the contact pad <NUM> or entirely separate from it, or as further elements in addition to processor <NUM> and memory <NUM> elements located within the contact pad <NUM>.

In some examples, the contactless card <NUM> may comprise one or more antenna(s) <NUM>. The one or more antenna(s) <NUM> may be placed within the contactless card <NUM> and around the processing circuitry <NUM> of the contact pad <NUM>. For example, the one or more antenna(s) <NUM> may be integral with the processing circuitry <NUM> and the one or more antenna(s) <NUM> may be used with an external booster coil. As another example, the one or more antenna(s) <NUM> may be external to the contact pad <NUM> and the processing circuitry <NUM>.

In an embodiment, the coil of contactless card <NUM> may act as the secondary of an air core transformer. The terminal may communicate with the contactless card <NUM> by cutting power or amplitude modulation. The contactless card <NUM> may infer the data transmitted from the terminal using the gaps in the power connection of the contactless card <NUM>, which may be functionally maintained through one or more capacitors. The contactless card <NUM> may communicate back by switching a load on the coil or load modulation. Load modulation may be detected in the terminal's coil through interference. More generally, using the antenna(s) <NUM>, processor <NUM>, and/or the memory <NUM>, the contactless card <NUM> provides a communications interface to communicate via NFC, Bluetooth, and/or Wi-Fi communications.

As explained above, contactless card <NUM> may be built on a software platform operable on smart cards or other devices having limited memory, such as JavaCard, and one or more or more applications or applets may be securely executed. Applet <NUM> may be added to contactless cards to provide a one-time password (OTP) for multifactor authentication (MFA) in various mobile application-based use cases. Applet <NUM> may be configured to respond to one or more requests, such as near field data exchange requests, from a reader, such as a mobile NFC reader (e.g., of a mobile device or point-of-sale terminal) and produce an NDEF message that comprises a cryptographically secure OTP encoded as an NDEF text tag.

One example of an NDEF OTP is an NDEF short-record layout (SR=<NUM>). In such an example, one or more applets <NUM> may be configured to encode the OTP as an NDEF type <NUM> well known type text tag. In some examples, NDEF messages may comprise one or more records, such as a cryptogram <NUM>, <NUM>. The applets <NUM> may be configured to add one or more static tag records in addition to the OTP record.

In some examples, the one or more applets <NUM> may be configured to emulate an RFID tag. The RFID tag may include one or more polymorphic tags. In some examples, each time the tag is read, different cryptographic data is presented that may indicate the authenticity of the contactless card <NUM>. Based on the one or more applet <NUM>, an NFC read of the tag may be processed, the data may be transmitted to a server, such as a server of a banking system, and the data may be validated at the server.

In some examples, the contactless card <NUM> and server <NUM> may include certain data such that the card may be properly identified. The contactless card <NUM> may include one or more unique identifiers (not pictured). Each time a read operation takes place, the counter <NUM> may be configured to increment. In some examples, each time data from the contactless card <NUM> is read (e.g., by a computing device <NUM>), the counter <NUM> is transmitted to the server for validation and determines whether the counter <NUM> are equal (as part of the validation) to a counter of the server.

The one or more counter <NUM> may be configured to prevent a replay attack. For example, if a cryptogram has been obtained and replayed, that cryptogram is immediately rejected if the counter <NUM> has been read or used or otherwise passed over. If the counter <NUM> has not been used, it may be replayed. In some examples, the counter that is incremented on the card is different from the counter that is incremented for transactions. The contactless card <NUM> is unable to determine the application transaction counter <NUM> since there is no communication between applet <NUM> on the contactless card <NUM>. In some examples, the contactless card <NUM> may comprise a first applet <NUM>-<NUM>, which may be a transaction applet, and a second applet <NUM>-<NUM>, which may be an authentication applet for authenticating calls as disclosed herein. Each applet <NUM>-<NUM> and <NUM>-<NUM> may comprise a respective counter <NUM>.

In some examples, the counter <NUM> may get out of sync. In some examples, to account for accidental reads that initiate transactions, such as reading at an angle, the counter <NUM> may increment but the application does not process the counter <NUM>. In some examples, when the device <NUM> is woken up, NFC may be enabled and the device <NUM> may be configured to read available tags, but no action is taken responsive to the reads.

To keep the counter <NUM> in sync, an application, such as a background application, may be executed that would be configured to detect when the device <NUM> wakes up and synchronize with the server of a banking system indicating that a read that occurred due to detection to then move the counter <NUM> forward. In other examples, Hashed One Time Password may be utilized such that a window of mis-synchronization may be accepted. For example, if within a threshold of <NUM>, the counter <NUM> may be configured to move forward. But if within a different threshold number, for example within <NUM> or <NUM>, a request for performing re-synchronization may be processed which requests via one or more applications that the user tap, gesture, or otherwise indicate one or more times via the user's device. If the counter <NUM> increases in the appropriate sequence, then it possible to know that the user has done so.

The key diversification technique described herein with reference to the counter <NUM>, master key, and diversified key, is one example of encryption and/or decryption a key diversification technique. This example key diversification technique should not be considered limiting of the disclosure, as the disclosure is equally applicable to other types of key diversification techniques.

During the creation process of the contactless card <NUM>, two cryptographic keys may be assigned uniquely per card. The cryptographic keys may comprise symmetric keys which may be used in both encryption and decryption of data. Triple DES (3DES) algorithm may be used by EMV and it is implemented by hardware in the contactless card <NUM>. By using the key diversification process, one or more keys may be derived from a master key based upon uniquely identifiable information for each entity that requires a key.

In some examples, to overcome deficiencies of 3DES algorithms, which may be susceptible to vulnerabilities, a session key may be derived (such as a unique key per session) but rather than using the master key, the unique card-derived keys and the counter may be used as diversification data. For example, each time the contactless card <NUM> is used in operation, a different key may be used for creating the message authentication code (MAC) and for performing the encryption. This results in a triple layer of cryptography. The session keys may be generated by the one or more applets and derived by using the application transaction counter with one or more algorithms (as defined in EMV <NUM> Book <NUM> A1. <NUM> Common Session Key Derivation).

Further, the increment for each card may be unique, and assigned either by personalization, or algorithmically assigned by some identifying information. For example, odd numbered cards may increment by <NUM> and even numbered cards may increment by <NUM>. In some examples, the increment may also vary in sequential reads, such that one card may increment in sequence by <NUM>, <NUM>, <NUM>, <NUM>, <NUM>,. The specific sequence or algorithmic sequence may be defined at personalization time, or from one or more processes derived from unique identifiers. This can make it harder for a replay attacker to generalize from a small number of card instances.

The authentication message may be delivered as the content of a text NDEF record in hexadecimal ASCII format. In another example, the NDEF record may be encoded in hexadecimal format.

<FIG> illustrates an NDEF short-record layout (SR=<NUM>) data structure <NUM> according to an example embodiment. One or more applets may be configured to encode the OTP as an NDEF type <NUM> well known type text tag. In some examples, NDEF messages may comprise one or more records. The applets may be configured to add one or more static tag records in addition to the OTP record. Exemplary tags include, without limitation, Tag type: well known type, text, encoding English (en); Applet ID: D2760000850104; Capabilities: read-only access; Encoding: the authentication message may be encoded as ASCII hex; type-length-value (TLV) data may be provided as a personalization parameter that may be used to generate the NDEF message. In an embodiment, the authentication template may comprise the first record, with a well-known index for providing the actual dynamic authentication data. In various embodiments, the payload of the data structure <NUM> may store a cryptogram (e.g., an encrypted customer ID <NUM>, the cryptogram <NUM>, and/or the cryptogram <NUM>) and any other relevant data.

Operations for the disclosed embodiments may be further described with reference to the following figures. Some of the figures may include a logic flow. Although such figures presented herein may include a particular logic flow, it can be appreciated that the logic flow merely provides an example of how the general functionality as described herein can be implemented. Further, a given logic flow does not necessarily have to be executed in the order presented unless otherwise indicated. Moreover, not all acts illustrated in a logic flow may be required in some implementations. In addition, the given logic flow may be implemented by a hardware element, a software element executed by a processor, or any combination thereof.

<FIG> illustrates an embodiment of a logic flow <NUM>. The logic flow <NUM> may be representative of some or all of the operations executed by one or more embodiments described herein. For example, the logic flow <NUM> may include some or all of the operations to use the contactless card <NUM> to provide secure authentication for calls in a call center system. Embodiments are not limited in this context.

As shown, at block <NUM>, the call center application <NUM> of the server <NUM> receives a phone call from a client device. At block <NUM>, the call center application <NUM> of the server <NUM> determines that the phone number is associated with one or more accounts in the account database <NUM>. At block <NUM>, the call center application <NUM> of the server <NUM> connects the call to an agent. The agent may be associated with an agent system <NUM> executing an instance of the call center application <NUM>. The agent may specify to generate a URL with session ID at block <NUM> using the call center application <NUM>. At block <NUM>, the call center application <NUM> of the server <NUM> and/or the agent system <NUM> generates a session ID, e.g., a hash value, and includes the session ID as a parameter in a URL, e.g., the URL <NUM>. At block <NUM>, the call center application <NUM> associates the session ID with a time limit, the account, the call, and/or the agent in the account data <NUM>.

At block <NUM>, the call center application <NUM> of the server <NUM> transmits the URL with session ID <NUM> to a known contact record associated with the account. For example, the call center application <NUM> of the server <NUM> may identify a mobile phone number in the account data <NUM> for the account and transmit the URL <NUM> via an SMS message to the phone number. As another example, the call center application <NUM> of the server <NUM> may identify an email address associated with the account in the account data <NUM> and transmit the URL <NUM> in an email directed to the email address. At block <NUM>, the web server <NUM> receives an HTTP request from the web browser <NUM> of a device <NUM> specifying the URL generated at block <NUM>.

At block <NUM>, the web server <NUM> and/or the call center application <NUM> of the server <NUM> determines that the session ID in the URL received at block <NUM> matches the session ID stored in the account data at block <NUM>. The call center application <NUM> of the server <NUM> and/or the web server <NUM> may further determine that an amount of time that has elapsed since the generation of the session ID at block <NUM> and the receipt of the request at block <NUM> does not exceed the time threshold associated with the session ID. At block <NUM>, the web server <NUM> transmits a web page <NUM> associated with the URL <NUM> to the requesting device <NUM>. The web server <NUM> may transmit a request to authenticate the call via the web page <NUM> in the web browser <NUM> at block <NUM>. Doing so may generally instruct the user to tap the contactless card <NUM> to the device <NUM>. However, in some embodiments, the request is included in or with the web page transmitted at block <NUM>.

At block <NUM>, the web page <NUM> and/or web browser <NUM> reads a cryptogram generated by the contactless card <NUM>. At block <NUM>, the web server <NUM> receives the cryptogram from the web page <NUM> and/or web browser <NUM>. The cryptogram may include an indication specifying the cryptogram was read by the web page <NUM> and/or web browser <NUM> from the contactless card <NUM>. At block <NUM>, the web server <NUM> and/or the call center application <NUM> of the server <NUM> determines that an amount of time that has elapsed since the generation of the session ID at block <NUM> and the receipt of the cryptogram at block <NUM> does not exceed the time threshold associated with the session ID.

At block <NUM>, the authentication application <NUM> decrypts the cryptogram by based on a diversified key <NUM> generated based on the master key <NUM> and counter value <NUM> for the card <NUM>. At block <NUM>, the web server <NUM>, call center application <NUM> of the server <NUM>, and/or the authentication application <NUM> may authenticate the account for the call received at block <NUM> based on the decryption of the cryptogram, the session ID in the URL <NUM> matching the stored session ID, and that the session ID has not expired. At block <NUM>, the GUI of the call center application <NUM> of the agent system <NUM> may receive one or more attributes of the authenticated account and display the attributes in the GUI based on the authentication at block <NUM>.

<FIG> illustrates an embodiment of a logic flow <NUM>. The logic flow <NUM> may be representative of some or all of the operations executed by one or more embodiments described herein. For example, the logic flow <NUM> may include some or all of the operations to pre-authenticate a call using the contactless card <NUM>. Embodiments are not limited in this context.

In block <NUM>, a web browser <NUM> of a device <NUM> accesses a web page <NUM> hosted by the web server <NUM>. The web browser <NUM> may include one or more browser cookies <NUM> in an HTTP request to access the web page <NUM>. Generally, the web page <NUM> accessed by the web browser <NUM> instructs the user to tap the contactless card <NUM> to initiate a pre-authenticated call. At block <NUM>, the user taps the contactless card <NUM> to the device <NUM>. The web page <NUM> and/or the web browser <NUM> may then instruct the contactless card <NUM> to generate a cryptogram. The contactless card <NUM> may then generate a data package comprising the cryptogram and an unencrypted customer identifier. At block <NUM>, the web page <NUM> and/or web browser <NUM> reads the data package generated by the contactless card <NUM>, e.g., via NFC. The web page <NUM> and/or web browser <NUM> may then transmit the data package to the server <NUM> with an indication specifying that the data package was read from the contactless card <NUM>. As stated, the unencrypted customer identifier may comprise the customer ID <NUM> of the account or any other unique identifier that allows the server <NUM> to identify the relevant account, counter value <NUM>, and/or master key <NUM> in the account data <NUM>.

At block <NUM>, the web server <NUM> verifies the cookies <NUM> received from the web browser <NUM>. For example, the web server <NUM> may determine whether a valid hash value is stored in the cookies <NUM>. At block <NUM>, the web server <NUM> and/or the authentication application <NUM> decrypts the cryptogram based on the verification of the cookies <NUM>. Generally, the web server <NUM> and/or authentication application <NUM> may identify the master key <NUM> and current counter value <NUM> in the account data <NUM> using the unencrypted customer ID <NUM> included in the data package with the cryptogram. The web server <NUM> and/or authentication application <NUM> may then increment the counter value and encrypt the master key <NUM> and incremented counter value <NUM> to generate a diversified key <NUM>. The generated diversified key <NUM> may be used to attempt to decrypt the cryptogram. If the decryption is successful, the call center application <NUM> of the server <NUM>, web server <NUM>, and/or authentication application <NUM> generates a session ID. At block <NUM>, the session ID generated at block <NUM> is associated with the account in the account data <NUM> and is assigned a time threshold. At block <NUM>, the web server <NUM> transmits a pre-authenticated phone number including the session ID to the web browser <NUM>. Doing so causes the web browser <NUM> to display the phone number. When the user selects the phone number, the phone application <NUM> may be opened, which initiates a call to the selected number.

At block <NUM>, the call center application <NUM> of the server <NUM> receives a phone call specifying the pre-authenticated phone number from the client device <NUM>. The client device <NUM> may further provide the session ID as input after some predetermined delay. The call center application <NUM> of the server <NUM> may generally confirm that the phone call is received on a pre-authenticated phone number. At block <NUM>, the call center application <NUM> of the server <NUM> determines that the session ID provided as input during the call matches the session ID stored in the account data <NUM>. At block <NUM>, the call center application <NUM> of the server <NUM> determines that the call is received within the time threshold assigned to the session ID. At block <NUM>, the call center application <NUM> of the server <NUM> authenticates the call based on the decryption of the cryptogram, the determination that the phone number is received on a pre-authenticated number, that the session ID received as input matches the stored session ID, and that the time threshold assigned to the session ID has not expired. At block <NUM>, the call center application <NUM> of the server <NUM> directly connects the call to an agent. At block <NUM>, the GUI of the call center application <NUM> of an agent system <NUM> may receive one or more attributes of the authenticated account and display the attributes in the GUI based on the authentication at block <NUM>.

<FIG> illustrates an embodiment of an exemplary computer architecture <NUM> comprising a computing system <NUM> that may be suitable for implementing various embodiments as previously described. In one embodiment, the computer architecture <NUM> may include or be implemented as part of computing systems <NUM> or <NUM>. In some embodiments, computing system <NUM> may be representative, for example, of the contactless card <NUM>, computing devices <NUM>, server <NUM>, and agent devices <NUM> of the systems <NUM>-<NUM>. More generally, the computing architecture <NUM> is configured to implement all logic, applications, systems, methods, apparatuses, and functionality described herein with reference to <FIG>.

As used in this application, the terms "system" and "component" are intended to refer to a computer-related entity, either hardware, a combination of hardware and software, software, or software in execution, examples of which are provided by the exemplary computing computer architecture <NUM>. For example, a component can be, but is not limited to being, a process running on a processor, a processor, a hard disk drive, multiple storage drives (of optical and/or magnetic storage medium), an object, an executable, a thread of execution, a program, and/or a computer. By way of illustration, both an application running on a server and the server can be a component. One or more components can reside within a process and/or thread of execution, and a component can be localized on one computer and/or distributed between two or more computers. Further, components may be communicatively coupled to each other by various types of communications media to coordinate operations. The coordination may involve the uni-directional or bi-directional exchange of information. For instance, the components may communicate information in the form of signals communicated over the communications media. The information can be implemented as signals allocated to various signal lines. In such allocations, each message is a signal. Further embodiments, however, may alternatively employ data messages. Such data messages may be sent across various connections. Exemplary connections include parallel interfaces, serial interfaces, and bus interfaces.

As shown in <FIG>, the computing architecture <NUM> includes a processor <NUM>, a system memory <NUM> and a system bus <NUM>. The processor <NUM> can be any of various commercially available processors.

The system bus <NUM> provides an interface for system components including, but not limited to, the system memory <NUM> to the processor <NUM>. Interface adapters may connect to the system bus <NUM> via slot architecture.

The computing architecture <NUM> may include or implement various articles of manufacture. An article of manufacture may include a computer-readable storage medium to store logic. Examples of a computer-readable storage medium may include any tangible media capable of storing electronic data, including volatile memory or non-volatile memory, removable or non-removable memory, erasable or non-erasable memory, writeable or rewriteable memory, and so forth. Examples of logic may include executable computer program instructions implemented using any suitable type of code, such as source code, compiled code, interpreted code, executable code, static code, dynamic code, object-oriented code, visual code, and the like. Embodiments may also be at least partly implemented as instructions contained in or on a non-transitory computer-readable medium, which may be read and executed by one or more processors to enable performance of the operations described herein.

In the illustrated embodiment shown in <FIG>, the system memory <NUM> can include non-volatile <NUM> and/or volatile <NUM> memory.

The computer <NUM> may include various types of computer-readable storage media in the form of one or more lower speed memory units, including an internal (or external) hard disk drive <NUM>, a magnetic disk drive <NUM> to read from or write to a removable magnetic disk <NUM>, and an optical disk drive <NUM> to read from or write to a removable optical disk <NUM> (e.g., a CD-ROM or DVD). The hard disk drive <NUM>, magnetic disk drive <NUM> and optical disk drive <NUM> can be connected to system bus <NUM> the by an HDD interface <NUM>, and FDD interface <NUM> and an optical disk drive interface <NUM>, respectively. The HDD interface <NUM> for external drive implementations can include at least one or both of Universal Serial Bus (USB) and IEEE <NUM> interface technologies.

The drives and associated computer-readable media provide volatile and/or nonvolatile storage of data, data structures, computer-executable instructions, and so forth. For example, a number of program modules can be stored in the drives and non-volatile <NUM>, and volatile <NUM>, including an operating system <NUM>, one or more applications <NUM>, other program modules <NUM>, and program data <NUM>. In one embodiment, the one or more applications <NUM>, other program modules <NUM>, and program data <NUM> can include, for example, the various applications and/or components of the systems <NUM>-<NUM>, such as the applet <NUM>, counter <NUM>, master key <NUM>, diversified key <NUM>, customer ID <NUM>, phone application <NUM>, web browser <NUM>, URL <NUM>, cryptogram <NUM>, cryptogram <NUM>, cookies <NUM>, authentication application <NUM>, account data <NUM>, call center application <NUM>, web server <NUM>, and web pages <NUM>.

A user can enter commands and information into the computer <NUM> through one or more wire/wireless input devices, for example, a keyboard <NUM> and a pointing device, such as a mouse <NUM>. Other input devices may include microphones, infra-red (IR) remote controls, radio-frequency (RF) remote controls, game pads, stylus pens, card readers, dongles, finger print readers, gloves, graphics tablets, joysticks, keyboards, retina readers, touch screens (e.g., capacitive, resistive, etc.), trackballs, track pads, sensors, styluses, and the like. These and other input devices are often connected to the processor <NUM> through an input device interface <NUM> that is coupled to the system bus <NUM> but can be connected by other interfaces such as a parallel port, IEEE <NUM> serial port, a game port, a USB port, an IR interface, and so forth.

A monitor <NUM> or other type of display device is also connected to the system bus <NUM> via an interface, such as a video adapter <NUM>.

The computer <NUM> may operate in a networked environment using logical connections via wire and/or wireless communications to one or more remote computers, such as a remote computer(s) <NUM>. The remote computer(s) <NUM> can be a workstation, a server computer, a router, a personal computer, portable computer, microprocessor-based entertainment appliance, a peer device or other common network node, and typically includes many or all the elements described relative to the computer <NUM>, although, for purposes of brevity, only a memory and/or storage device <NUM> is illustrated. The logical connections depicted include wire/wireless connectivity to a local area network <NUM> and/or larger networks, for example, a wide area network <NUM>.

When used in a local area network <NUM> networking environment, the computer <NUM> is connected to the local area network <NUM> through a wire and/or wireless communication network interface or network adapter <NUM>. The network adapter <NUM> can facilitate wire and/or wireless communications to the local area network <NUM>, which may also include a wireless access point disposed thereon for communicating with the wireless functionality of the network adapter <NUM>.

When used in a wide area network <NUM> networking environment, the computer <NUM> can include a modem <NUM>, or is connected to a communications server on the wide area network <NUM> or has other means for establishing communications over the wide area network <NUM>, such as by way of the Internet. The modem <NUM>, which can be internal or external and a wire and/or wireless device, connects to the system bus <NUM> via the input device interface <NUM>. In a networked environment, program modules depicted relative to the computer <NUM>, or portions thereof, can be stored in the remote memory and/or storage device <NUM>. It will be appreciated that the network connections shown are exemplary and other means of establishing a communications link between the computers can be used.

The computer <NUM> is operable to communicate with wire and wireless devices or entities using the IEEE <NUM> family of standards, such as wireless devices operatively disposed in wireless communication (e.g., IEEE <NUM> over-the-air modulation techniques). This includes at least Wi-Fi (or Wireless Fidelity), WiMax, and Bluetooth™ wireless technologies, among others. Thus, the communication can be a predefined structure as with a conventional network or simply an ad hoc communication between at least two devices. Wi-Fi networks use radio technologies called IEEE <NUM> (a, b, g, n, etc.) to provide secure, reliable, fast wireless connectivity. A Wi-Fi network can be used to connect computers to each other, to the Internet, and to wire networks (which use IEEE <NUM>-related media and functions).

The various elements of the devices as previously described with reference to <FIG> may include various hardware elements, software elements, or a combination of both. Examples of hardware elements may include devices, logic devices, components, processors, microprocessors, circuits, processors, circuit elements (e.g., transistors, resistors, capacitors, inductors, and so forth), integrated circuits, application specific integrated circuits (ASIC), programmable logic devices (PLD), digital signal processors (DSP), field programmable gate array (FPGA), memory units, logic gates, registers, semiconductor device, chips, microchips, chip sets, and so forth. Examples of software elements may include software components, programs, applications, computer programs, application programs, system programs, software development programs, machine programs, operating system software, middleware, firmware, software modules, routines, subroutines, functions, methods, procedures, software interfaces, application program interfaces (API), instruction sets, computing code, computer code, code segments, computer code segments, words, values, symbols, or any combination thereof. However, determining whether an embodiment is implemented using hardware elements and/or software elements may vary in accordance with any number of factors, such as desired computational rate, power levels, heat tolerances, processing cycle budget, input data rates, output data rates, memory resources, data bus speeds and other design or performance constraints, as desired for a given implementation.

Such representations, known as "IP cores" may be stored on a tangible, machine readable medium and supplied to various customers or manufacturing facilities to load into the fabrication machines that make the logic or processor. Some embodiments may be implemented, for example, using a machine-readable medium or article which may store an instruction or a set of instructions that, if executed by a machine, may cause the machine to perform a method and/or operations in accordance with the embodiments. Such a machine may include, for example, any suitable processing platform, computing platform, computing device, processing device, computing system, processing system, computer, processor, or the like, and may be implemented using any suitable combination of hardware and/or software. The machine-readable medium or article may include, for example, any suitable type of memory unit, memory device, memory article, memory medium, storage device, storage article, storage medium and/or storage unit, for example, memory, removable or non-removable media, erasable or non-erasable media, writeable or re-writeable media, digital or analog media, hard disk, floppy disk, Compact Disk Read Only Memory (CD-ROM), Compact Disk Recordable (CD-R), Compact Disk Rewriteable (CD-RW), optical disk, magnetic media, magneto-optical media, removable memory cards or disks, various types of Digital Versatile Disk (DVD), a tape, a cassette, or the like. The instructions may include any suitable type of code, such as source code, compiled code, interpreted code, executable code, static code, dynamic code, encrypted code, and the like, implemented using any suitable high-level, low-level, object-oriented, visual, compiled and/or interpreted programming language.

Claim 1:
A method, comprising:
receiving, by a server (<NUM>), a phone call from a client device (<NUM>);
generating, by the server, a uniform resource locator, URL, (<NUM>) comprising a session identifier as a parameter;
associating, by the server, the session identifier with an account;
transmitting, by the server, the URL to the client device (<NUM>);
receiving, by the server from a web browser (<NUM>) of the client device (<NUM>), a request (<NUM>) comprising the URL;
determining, by the server, the session identifier of the URL of the request matches the session identifier associated with the account;
transmitting, by the server to the web browser, a web page (<NUM>) associated with the URL;
receiving, by the server from the web page in the web browser, a cryptogram (<NUM>) read by the web page (<NUM>) via a card reader of the client device (<NUM>);
decrypting, by the server, the cryptogram (<NUM>);
authenticating, by the server based on the decryption of the cryptogram and the session identifier of the URL matching the session identifier associated with the account, the account for the phone call; and
providing, by the server based on the authentication of the account, one or more attributes of the account to a graphical user interface displayed on an agent system (<NUM>) assigned to the phone call.