[Narrator]
Multi-factor authentication is a crucial step to securing your customer services. In this demo, we’ll show you how to create a multi-factor authentication scheme using Atmosphere SmartFlows. A typical two-factor authentication scheme consists of something you know, like a password or pin, and something you have, like a token or a bank card. For the purpose of today’s demo, our something you know will be a passphrase. For something you have, Atmosphere will use the caller’s phone number. It begins with an incoming call. Atmosphere answers the call and looks up the caller’s phone number. You can create this database and atmosphere’s powerful list management system or use an external web call action to look up the number in your own CRM or other database. If the number isn’t recognized, for example if the caller is calling from a different phone, Atmosphere asks the caller to confirm their original phone number on file.
[Virtual agent]
Welcome to IntelePeer. We did not recognize your phone number in our database. If you have an account with us, press 1, otherwise you will be transferred to a representative. Please enter the 10-digit phone number associated with the account starting with the area code. We have matched your phone number in our record.
[Narrator]
Once the first factor is complete, the system moves to the second factor: a spoken passphrase. Atmosphere uses speech recognition to recognize the passphrase and an external web call to match it to the caller’s account. Nelson’s passphrase is “white horse.”
[Virtual agent]
For security reasons please give us your security passphrase to access your account after the beat.
[Caller]
White horse.
[Virtual agent]
Nelson Medina welcome back. If you want to know your balance press or say one.
[Narrator]
If the caller can’t provide the passphrase, an external web call generates a four digit code and sends it via SMS to the number on file.
[Virtual agent]
Passphrase does not match our records. We will send you an SMS with a temporary code to the number linked to the account. The code will expire in one minute.
[Caller]
So now we’re going to get an SMS. So let’s wait for it. We should get it here. There you go. We can go to the SMS app. Temporary password is 6408. Let’s go back into the call.
[Narrator]
The caller enters the code from the SMS on their keypad to prove they have access.
[Virtual agent]
Hello Nelson Medina. Welcome back. If you want to know your balance…
[Narrator]
If the caller doesn’t have an account or the caller can’t provide the passphrase or SMS code, Atmosphere directs the caller to a representative to assist further.
[Virtual agent]
We are transferring you to a representative.
[Narrator]
In this demonstration, we used number lookup, speech recognition, and SMS login codes to create a more secure customer experience with Atmosphere SmartFlows.
