What is Identify?

Oration’s Identify feature performs the identification and verification of callers, saving valuable AHT in contact centres. Along with using one or more typical verification questions, the system includes optional voice biometrics for added security and improved caller experience. This allows Identify to validate a caller based on them saying something as simple as their identity number or phone number, thus removing the need to ask them several questions. One-way encryption of identity data also ensures Convai never stores at rest any private information.

How does Identify work?

When a caller phones a contact centre, Identify looks them up against their mobile number or identity number to see if they exist. If the CLI (Calling Line Identifier) is registered as having an active biometrics enrolment, Identify will ask the caller to speak an identity token such as their mobile phone number - this is a highly effective and easy-to-recall biometric token and a match means no further questions are required. If they are not enrolled in biometrics, the system requests a series of Knowledge Tokens such as name, date of birth and address to verify the caller, with the number of matches required being fully configurable.

When a non-enrolled caller passes Knowledge Tokens, Identify automatically asks if they would like to enrol in biometrics and the process is as simple as them saying their mobile number three times. When the call arrives at the contact centre, the Identify screen shows a pending enrolment and the agent clicks to activate it, adding another layer of security to ensure the correct person is enrolled. Additional tokens such as date of birth can also be enrolled as needed.

What makes Oration different

The Oration database includes an import feature that allows a client Identity database to be securely ingested. The Identity data is one-way encrypted within the browser section and encrypted data sent to Oration to be stored in the database. Oration Identify also includes an optional Lambda integration that enables a connection to a client host API, with Oration sending a core ID number (eg: phone number) to the API and the Lambda then interacting with the client back-end API/s to source verification data (eg: date of birth). This is all done within the Lambda and the built-in Oration database provides a fast and efficient way to get started and deployed, with zero integration for smaller clients.

Discover our features

Advanced Speech Recognition

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.

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Ongoing Supervised Learning

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.

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Intelligent Call Routing

Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.

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Contact Centre Agent View

With contact centre agents able to see what a caller has said before they pick up a call, they’re well prepared to quickly resolve queries without asking callers to repeat information.

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Graphical User Interface Dashboard

Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.

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Reporting Insights

The Reporting Insights feature offered by Oration allows contact centre professionals to view and analyse call statistics to gain deeper insights such as top caller intents and AHT.

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CX Platform

Your Customer Experience (CX) platform brings together the agent telephony, CRM, and all the digital tools you need to interact with callers either via phone or chat.

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Voice Verification

By simply saying their account or phone number, customers can use their pre-enrolled voiceprint to securely access their account or self-service over the phone.

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Automated KYC Verification

Oration can automatically ask and confirm identification questions without agent involvement and can integrate Voice Verification technology to match callers with their stored voiceprint.

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Transcription

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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Identify

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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