14. The method of claim 1 , wherein the agent includes a call center agent.
1. A method, comprising: sending, via an interface, from an agent to a caller, a request for authentication information for the caller; receiving, in response to the request for authentication information, a plurality of utterances from the caller, the plurality of utterances including a plurality of spoken words; performing, by at least one processor, speech recognition on the plurality of spoken words to generate text representing the utterances; identifying, by the at least one processor, a context of the utterances, using the text, wherein the context including a particular pattern of the utterances and a particular grammar used in the utterances; determining, by the at least one processor, a problem and location information associated with the caller using the identified context; in response to determining that the caller has not provided expected authentication information in the identified context, determining, by at least one processor, whether a solution to the problem is available based on the location information; when it is determined that the solution to the problem is available, providing, by the at least one processor, the solution to the caller, via the interface, without authenticating the caller; when it is determined that the solution to the problem is not available, requesting, via the interface, additional authentication information from the caller; and verifying, by the at least processor, text entered by the agent matches the recognized spoken words; and in response to detecting a mismatch, alerting the agent, via agent interface, that the mismatch has been detected.