What is Automated KYC Verification?
Know Your Customer (KYC) regulations require contact centres to accurately confirm they are speaking with the person a caller claims to be, which requires a high level of due diligence. The traditional process of asking people to prove that they are who they say they are, such as “What is your date of birth?”, “What is your address?” or “What was your most recent transaction?” is often unsecure and highly manual which takes up your agents’ and customers’ time. Automated KYC Verification changes the game because it makes a fast and definitive confirmation without agent involvement and can even be configured to use Voice Verification technology to match callers with their stored voiceprint.
How does it work in a contact centre environment?
Oration caters for both standard automated KYC verification and full voice verification. Standard automated KYC verification moves the question and answer process to the CX platform as part of the Call Routing journey. In this case, Oration is configured to ask a series of questions starting with an ID claim such as their phone number or customer ID number. Oration then asks verification questions such as date of birth, address and name until the caller has matched sufficient information to meet the requirements of the security process. The caller can then proceed with optional self-service or be passed through to an agent to handle their call. All information gathered by Oration is presented to the agent, so they do not need to repeat the identification process and the agent can proceed straight to dealing with the caller’s request.
The automated KYC verification process can be augmented with Oration’s voice biometric capability which allows customers to enrol a voiceprint through a simple automated process enabled by an agent. Once enabled, confirming a caller’s identity is as simple as asking them to say their account number. Importantly, businesses can create a database of ‘known or suspected fraudster’ voiceprints to recognise people who have previously carried out fraudulent transactions.
What makes Oration different?
With Voice Verification technology being integrated into Oration’s simple and easy-to-use platform, it has never been easier for companies to meet their KYC requirements. Agents benefit because they can meet KYC requirements with minimal time and effort while managing and maintaining the system requires little input from IT staff. Meanwhile, customers no longer need to remember passwords, pins or recent transactions to access their accounts. Oration creates a simple, secure and cost-effective solution for KYC verification.
- Reduce average handling times
- Identify and Verify your callers
- Increase uptake to self-service
- Provide targeted banners
- Facilitate a digital channel shift
- Improve agent and customer engagement
- Support speed to competency
Discover our features
Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.
By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers.
Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.
Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.