System and method for identity authentication

A method, comprising:

• receiving, by a processor, a first authentication factor from a first source based on a rule set;
• receiving, by the processor, a second authentication factor from a second source based on a rule set;
• requesting, by the processor, a first decision on authentication based on the first authentication factor and the second authentication factor;
• updating, by the processor, the rule set based on the first decision on authentication to generate an updated rule set;
• receiving, by the processor an updated authentication factor from the first source based on the updated rule set;
• determining, by the processor, whether or not an environment of the first source is noisy;
• requesting, in response to determining the environment of the first source is not noisy, by the processor, a voice biometric authentication factor;
• receiving, from an interactive voice response server, the voice biometric authentication factor;
• receiving, by the processor and updated authentication factor from the second source based on the updated rule set;
• requesting, by the processor, a second decision on authentication based on the updated authentication factors from the first and second sources;
• providing, by the processor, an access right based on the first and second decisions on authentication;
• and
• transmitting, by the processor, a signal to a switch for routing a communication between a device operated by a user and a contact center resource based on the first and second decisions on authentication and the access right, wherein the first and second decisions on authentication is displayed as a score.

A contact center system, comprising:

• a switch configured to receive a plurality of communications for routing to one or more contact center resources;
• a processor coupled to the switch;
• and
• a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
• access a rule set and receive, at an orchestration server, a first set of authentication factors, from a source, based on the rule set, wherein the first set of authentication factors comprises of a voice biometric authentication factor from an interactive voice response server;
• transmit, to a rules engine from the orchestration server, the first set of authentication factors and request a first decision on authentication from the rules engine
• receive, from the rules engine, the first decision on authentication, based on the received first set of authentication factors and the rules set;
• update the rule set, by the orchestration server, based on the first decision on authentication to generate an updated rule set;
• determine, whether or not an environment of the source from is noisy;
• request, in response to determining the environment of the source is not noisy, a voice biometric authentication factor;
• receive from the interactive voice response server the voice biometric authentication factor;
• receive, at the orchestration server, a second set of authentication factors based on the updated rule set wherein the second set of authentication factors comprises of a voice biometric authentication factor from the interactive voice response server;
• transmit, to the rules engine from the orchestration server, the second set of authentication factors and request a second decision on authentication from the rules engine based on the second set of authentication factors and the updated rule set;
• receive, by the orchestration server, the second decision on authentication to the orchestration server based on the second set of authentication factors and the updated rules set;
• and
• transmit a signal to the switch for routing a communication between a device operated by a user and a contact center resource based on the first and second decisions on authentication, wherein the first and second decisions on authentication is displayed as a score.