Systems and methods for automatically authenticating communications with a calling device

A system for automatically authenticating an incoming call, the system comprising:

• one or more processors configured to:
• receive, by one or more computing devices, a request from a calling device to establish a communications session, wherein the request is transmitted from the calling device after an application executing on the calling device has been idle on a product page of an e-commerce website for more than a period of time;
• receive, at a first subsystem, a call from the calling device after accepting the request, wherein the call includes an identifier associated with the calling device;
• receive, at a second subsystem separate from the first subsystem and separately from the call, authentication data associated with the calling device or a user of the calling device, wherein the authentication data includes a shared secret and a login credential;
• determine, using the identifier and the authentication data, that the authentication data is associated with an authenticated calling device or an authenticated user of the calling device based on:
• verifying whether the shared secret is a valid shared secret by querying an authentication database that includes one or more valid shared secrets and comparing the shared secret to the one or more valid shared secrets;
• and
• determining whether the login credential is valid by querying the authentication database and comparing the login credential to one or more valid login credentials;
• based on a result of the verification, determine that the call is initiated by the authenticated calling device or the authenticated user of the calling device;
• and
• if determined that the call is initiated by the authenticated calling device or the authenticated user of the calling device, route the call based on a level of access or a status of the authenticated calling device or the authenticated user of the calling device, wherein the level of access or status is determined based on the login credential.

A non-transitory computer-readable storage medium having instructions stored thereon, that when executed by a computer, cause the computer to perform operations for automatically authenticating an incoming call, the operations comprising:

• receiving, by one or more computing devices, a request from a calling device to establish a communications session, wherein the request is transmitted from the calling device after an application executing on the calling device has been idle on a product page of an e-commerce website for more than a period of time;
• receiving, at a first subsystem, a call from the calling device after accepting the request, wherein the call includes an identifier associated with the calling device;
• receiving, at a second subsystem separate from the first subsystem and separately from the call, authentication data associated with the calling device or a user of the calling device, wherein the authentication data includes a shared secret and a login credential;
• determining, using the identifier and the authentication data, that the authentication data is associated with an authenticated calling device or an authenticated user of the calling device based on:
• verifying whether the shared secret is a valid shared secret by querying an authentication database that includes one or more valid shared secrets and comparing the shared secret to the one or more valid shared secrets;
• and
• determining whether the login credential is valid by querying the authentication database and comparing the login credential to one or more valid login credentials;
• based on a result of the verification, determining that the call is initiated by the authenticated calling device or the authenticated user of the calling device;
• and
• if determined that the call is initiated by the authenticated calling device or the authenticated user of the calling device, routing the call based on a level of access or a status of the calling device or the user of the calling device, wherein the level of access or status is determined based on the login credential.