Identification in IVR

Table of Contents

• Introduction
• IVR-Based Identification
• Integration with Biometric Voice Identification Platforms
• Smart-ID Integration with JavaScript
• Overview
• Implementation Steps

Introduction

Voice identification enables contact centers to verify customer identities efficiently, ensuring security and improving user experience. This guide explains how you can implement voice identification in VCC Live, including real-time validation, outbound IVR-based identification, and integration with external identity verification platforms.

IVR-Based Identification

An IVR system can play a crucial role in automated customer identification. You can identify your customers in an IVR in one of the following ways:

1. Verification against database:

   • The IVR prompts the customer to enter a phone number, contract ID, or other credentials.
   • If the provided information matches a stored record, the customer is authenticated.

2. Verification against external system:

   • The IVR prompts the customer to enter a phone number, contract ID, or other credentials.
   • VCC Live sends this data to an external system for verification
   • The external system either confirms verification or returns additional data
   • If the provided information matches a stored record, the customer is authenticated.

3. Biometric Voice Identification:

   • The IVR prompts the customer to say their name for biometric authentication.
   • The system processes the voice sample and verifies it against stored voiceprints.

4. Public Identification Platform integration:

   • If your customers can provide their public ID, with which they can identify themselves in a mobile app, then this can be triggered from VCC IVR. Such a system is e.g. Smart-ID
   • The VCC Live IVR system can be integrated with Smart-ID, and it can prompt the customer to authenticate using their mobile device.
   • Once authenticated, the IVR can proceed with self-service options or connect the caller to an agent.

5. Handling Failed Identification:

   • If the verification fails, the IVR can offer alternative authentication methods such as answering security questions or connecting the caller to a human agent for manual verification.

Integration with Biometric Voice Identification Platforms

Biometric voice identification leverages unique vocal characteristics to verify a speaker’s identity. This process typically involves:

1. Enrollment Phase:
   • The customer provides a voice sample that is processed and stored as a voiceprint.
   • The voiceprint is securely stored in the authentication system.
2. Verification Phase:
   • During a call, the customer provides a voice sample.
   • The system extracts key features such as pitch, tone, and cadence.
   • The voice sample is compared with the stored voiceprint.
   • If the match confidence is above a defined threshold, authentication is successful.

Biometric voice authentication can be integrated into IVR workflows, allowing seamless customer identification before they speak to an agent.

Learn more about it here.

Smart-ID Integration with JavaScript

Overview

Smart-ID is a digital identity solution that enables secure authentication using mobile devices. It provides strong authentication for users without requiring a physical smart card.

Implementation Steps

1. Ask your customer for the ID code
   • Use a Readback process in the preferred language to ask the customer about the ID
   • Use Get digits and playback to capture the digits entered by the customer or use Speech to text to capture the customer’s spoken words.
   • Add a variable in either process so you can use the captured data later on.
2. Initiate Authentication via REST API:
   • In VCC Live IVR use an IVR webhook process to send an authentication request.
   • Populate Headers, URL and Body content
   • The request is sent to Smart-ID servers using a REST API call

3. Verify Response:

   • The system receives a response with an authentication status.
   • If the customer doesn’t provide the answer in time, you can use a Cycle and IVR Webhook process to check again if the customer has verified in the application.
   • If authentication is successful, the user’s identity is confirmed.
   • If authentication fails, the user is prompted to retry or use another method.

4. Routing Calls Based on Verification:

   • If authentication is successful, calls are connected to an agent.
   • If verification fails, customers are asked to verify via alternative methods.

For implementation details, refer to: Smart-ID GitHub Documentation.