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AurionAI

Prove who you are by phone (customers)

3 min readBy Emmanuel Yazbeck

Who this is for: customers who call a company's customer service line. If you are an employee calling IT support, read Prove who you are by phone (employees).

Before the assistant opens a request for you or talks about your existing requests, it finds you in the company's customer records.

Prerequisites

  • The email address that you use with the company.
  • Access to that mailbox during the call. Some companies send you a one-time code by email before the assistant talks about an existing request.

Tell the assistant who you are

[Screenshot to come: The identity check: the caller says who they are and gives the details that the assistant asks for, then the assistant confirms the check. The keypad path in the picture is for employees only]
Illustration: the stages of the identity check. The details you give depend on the company.
  1. When the assistant asks, say your first name, your last name and your email address.
  2. The assistant reads the email address back to you once. Say "yes" if it is right. If it is wrong, say the correct address. Spell it letter by letter if the assistant asks you to.
  3. The assistant finds you in the company's records. If you are new, some companies create your customer record now.
  4. Say what you need. To open a new request, you do not need anything else.

Talk about a request that you already made

To talk about an existing request, the assistant needs one more proof that it is you. It tells you what it needs:

  • A detail on your account. The assistant asks you for it, for example the phone number on your account. Say it. The assistant never reads it to you.
  • A one-time code by email. The assistant sends a code to the email address that the company already has for you. It does not say the address out loud. Open your mailbox, find the code and read it to the assistant.

The one-time code:

  • has 6 digits;
  • is valid for 10 minutes;
  • can be sent at most 3 times during one call.

Result

The assistant knows who you are. It can open a new request for you and, after the second proof, talk about your existing requests.

If something goes wrong

  • The assistant could not find you. It does not say whether an account exists. Check the email address and say it again, letter by letter if needed.
  • You do not receive the code. Wait a minute and check your spam or junk folder. Make sure that you check the mailbox of the address that the company has for you. You can ask the assistant to send a new code, up to 3 codes in one call. After that, ask for a person.
  • The code does not work. The code expires after 10 minutes. Ask for a new one.
  • You made too many attempts. The assistant stops asking for the second proof on this call. You can still open a new request. For an existing request, ask for a person.

Still stuck? Submit a request or .