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 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.
Agent desktop dialogue view
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.
- 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.