Biometric Authentication Notification for Call Center Identity Verification
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Solution Overview
Problem
Customers often face lengthy wait times and frustration due to the need to undergo multiple layers of qualification when contacting customer support centers, which increases call costs and reduces the efficiency of customer interactions.
Innovation Solution
A method and system that utilize biometric authentication on electronic devices to authenticate customers upon calling, eliminating the need for qualification questions by using notifications to trigger authentication through applications on the device, connecting the call to an agent only if authentication is successful.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If multiple layers of qualification questions are asked to authenticate customers, then customer identity verification is improved, but call duration and customer frustration increase
Solution Approach 1:
The system performs authentication in advance by sending notifications to customers' mobile devices before the call is fully connected. The customer completes biometric authentication through a notification link, and the system validates their identity beforehand, so that when the call connects to an agent, authentication is already complete and no qualification questions need to be asked during the call.
2Reliability
If multiple layers of qualification questions are asked to authenticate customers, then customer identity verification is improved, but customer satisfaction deteriorates
Solution Approach 1:
The system enables customers to authenticate themselves independently through mobile device notifications that trigger biometric authentication. Customers complete the verification process on their own devices without requiring agent assistance or enduring lengthy qualification questions, making the process convenient and maintaining high customer satisfaction while ensuring reliable identity verification.
3Productivity
If authentication is performed before connecting to agent, then call efficiency is improved, but system complexity increases
Solution Approach 1:
The system introduces a notification-based authentication intermediary that bridges the customer's mobile device and the call system. Instead of complex real-time authentication during the call, a simplified notification mechanism is sent to the customer's device, which handles biometric verification locally and returns authentication status to the system, thereby improving call efficiency while keeping the added complexity manageable and modular.
Data Source
AI summary
A method and system for authenticating customers on call are disclosed. The method includes providing a notification to a customer on an electronic device associated with the customer. The notification is provided in response to the customer placing a call for seeking an interaction with an agent of an enterprise. The notification is configured to trigger authentication of the customer using an application on the electronic device. A status of the authentication of the customer is received from the application on the electronic device and, if the status of the authentication of the customer is a success, the call is connected to the agent to facilitate the interaction between the customer and the agent.