ID&V (Identification and Verification) – What do we mean by it?
Identification and Verification is commonly known as ID&V. This is the process of checking and confirming a caller’s identity.
How stringent this process is will depend on the nature between caller and organisation. For instance, a caller who wants to transact with their bank will need to provide more ID&V data points than someone asking the price of a new electrical product.
In both examples, this repeatable process takes up valuable agent time. A lengthy manual Identification and Verification process only serves to increase Average Handle Time (AHT).
Can we do it better?
YES! Why not automate the ID&V process? If an agent can use data to verify a caller’s ID, it’s likely that it could also be used within the IVR menu. So the system can do the heavy lifting before the call reaches the agent.
Our system can securely take the caller’s input and cross-check it against the data held on them. The result, and other useful information, can be screen-popped to the agent for use during the call.
What benefits could automated ID&V bring?
- Takes repeatable task away from the adviser – reducing overhead costs
- Increases security by removing human error in the ID&V process.
- Improves agent morale by removing the need to ask the same questions over and over again.
- Improves Customer Experience – The ID&V solution can then use the information captured to route more effectively, reducing internal transfers.
- Simple and quick for customers to use.
What’s included in the ID&V package?
- Speech Recognition – important for alphanumeric reference numbers and verification questions.
- Tone of voice – we would ask questions of the customer in line with company image/branding.
- 1 web service data grab (to CRM) to capture verification information.
- Request for account number or reference number. This can be alphanumeric.
- 2 verification tokens – What’s your date of birth? What’s your mothers maiden name? What’s the 5th digit of your password?
- Screen pop – Once a caller has been identified and passed to the advisor we would then present the information to the advisor.
- Reporting – We would provide detailed reporting so that ROC can continue to tune and monitor the application. It will also provide deep insight into performance that is incredibly valuable to the customer.
- Proactive monitoring – if service levels dip, alerts will fire and our dedicated support centre would be on the case immediately.
- Sentiment – A metric that details how good the customer experience has been so far.
Example of Screen Pop
In this example the caller experience was as follows:
System: “Welcome to the Route One Connect Help Desk, is that Alex?
System: “Hi Alex, How can I help you today?” The caller can say anything, like “raise a new ticket” or “I’d like an update on my existing ticket”.
Caller: “I’d like to raise a new ticket”
System: “That’s great, can you please tell me a bit more detail about you request?”
Caller: “Sure, My laptop is broken”
In the above example we can see the exactly who the caller is, the standard screen pop info you would expect like the Queue he has arrived in, Calling Line Identifier (CLI) etc. But more has happened in the back ground. The advisor receiving the call has extra insight into why they are calling; sentiment analysis is displayed and the CRM system (ServiceNow) has been invoked automatically raising the new ticket for the advisory.
We can also see the history of this caller which allows the adviser to see the bigger issue. In this case, this particular caller has been experiencing a lot of issues and this insight will mean the adviser can be more sympathetic to the frustrations felt by the caller.
ROI – Return On Investment
Implementing our ID&V solution undoubtedly improves CX. However the cherry on the cake is it also has a compelling return of investment element to think about. Typically the ID&V process takes about 40-50 seconds to identify and verify the customer; so run a calculation on how many calls require this process to be complete and multiply it by 40 and this is the amount of agent time you would save.
Just one example seen by the Route One Connect team was a customer whose ID&V process averaged at 40 seconds. The organisation took up to 120,000 calls per day with ID&V required on all of those calls. Taking that process from the agents saves up to 1333 hours a day!
Speech Recognition Performance.
Our ID&V product uses Amazon Lex to carry out Speech Recognition. This is a modern platform that uses deep learning and natural language understanding (NLU).
Please click the following link to read more information on how Amazon Lex Performs against other recognisers on the market.
For an even more advanced ID&V solution, check out Route One Connect’s Voice Biometrics service – using a caller’s individual voice print to confirm their identity.
In conclusion, if you currently have a manual Identification and Verification process, our team of expert consultants can work with you to determine if automation is feasible. Get in touch for an initial discovery session!
Note – The gov.uk website has some interesting and in-depth guidance on best ID&V practice used by public sector organisations.