Customer verification

The customer verification process verifies the authenticity of a customer and ensures that the customer service representative (CSR) selects the correct account or policy. The CSR that handles the transaction asks the verification questions at the start of the interaction, before launching a service case, or both.

For example, before a CSR can transfer money from one account to another, they need to verify who the customer is by asking some verification questions such as, “What is your last name?” or “ What is your phone number?” and “What is your account number?”

Customer verification questions are grouped into categories based on the context in which the questions are asked.

For example, you might ask different questions when an inbound call is received instead of when someone wants to know an account balance.

The interaction case or service case determines which category of questions the CSR asks.

A customer verification question has three parts:

1. The question text that the CSR reads to the customer. For example, “Can you please confirm your account number?”
2. The data object that contains the answer; for example, the Account record
3. The data object field that contains the answer; for example, the account number

The default sources for a customer verification answer are the Account, Contact, and Primary (contact) data objects.

A category can contain one or more questions. If a category has only one question, that question must be answered correctly, or else verification fails. If a category has more than one question, the AND or OR operators determine whether all questions are mandatory and the sequence in which the questions are asked.

If two questions are joined by an AND operator, the customer must answer both questions correctly to pass verification.

If two (or more) questions are joined by an OR operator, the customer needs to answer only one question in the group correctly.

In the previous example, the question in group 2 is asked first, because it is mandatory, and verification fails if the customer answers incorrectly. The question in group 1 is asked second because the customer must answer only one question in that group correctly to proceed.