Transferring an authentication state from a digital channel to an agent channel

A method of transferring an authentication status for a call center service, comprising:

• obtaining, by a server device, an indication of an incoming call, associated with a user device, to the call center service,
• performing, by the server device, a lookup in a database for information associated with the user device,
• wherein the information indicates the authentication status of a user that is established via the user device;
• determining, by the server device, whether an amount of time that the information has been stored in the database is less than or equal to a time threshold;
• and
• generating, by the server device, an authentication token for the incoming call based on the authentication status and based on the amount of time being less than or equal to the time threshold.

A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:

• one or more instructions that, when executed by one or more processors of a device, cause the device to:
• obtain, at a first time, an indication of an incoming communication, associated with a user device, to a customer service center;
• determine whether an event, that occurred at a second time, associated with the user device is stored in a database associated with the customer service center,
• wherein the event indicates an authentication state of a user that is established via the user device;
• and
• wherein the authentication state indicates at least one of:
• whether the user is authenticated, a technique used to authenticate the user, or a level of authentication;
• determine whether an amount between the first time and the second time satisfies a time threshold;
• and
• perform an action to enable access, for the incoming communication, to one or more services or functions associated with the customer service center based on the authentication state and based on the amount of time satisfying the time threshold.