Patent ID: 8554674

Claim:
A method comprising: engaging a user in a communication session; authenticating the user for the communication session by receiving user authentication information wherein the user authentication information includes identification data and a passcode; communicating with the user through a user connection to an automated telephone system during a first portion of the communication session; transferring the user connection from the automated telephone system to a communication device associated with a representative during the communication session and providing of the user authentication information for the communication session from the automated telephone system to the representative, wherein transferring of the user connection to the communication device and the providing of the user authentication information enables communication between the user and the representative during a second portion of the communication session without re-authenticating; transferring the user connection from the communication device associated with the representative back to the automated telephone system during the communication session; receiving the user authentication information from the representative when transferring the user connection back to the automated telephone system; and receiving a non-initial entry point data token in a customer process from the representative based on the transferring back to the automated telephone system, wherein communicating with the user through the user connection in the automated telephone system during the third portion of the communication session is based on the transferring of the user connection, the receiving of the authentication information, and the receiving of the non-initial entry point data token.