Customer Identity Verification
Learn how Oracle Live Experience allows you to verify a customer's identity and confirm the authenticity of their official documents with in-channel video ID verification.
Live Experience allows customers to scan their documents with your mobile app, performs real-time verification, and then connects them to an associate for final verification.
- Onboard new users simply and quickly from a mobile app.
- Reduce your operational costs.
- Meet local regulations and standards around Know Your Customer (KYC), Anti-Money Laundering (AML), and electronic Identification, Authentication and trust Services (eIDAS).
- Provide a better remote customer experience.
Setting up in-channel identity verification is simple. In the Live Experience Admin Console, you configure your Live Experience application for identity verification. Then, you implement identity verification in your iOS or Android app.
Live Experience partners with Jumio to deliver document verification services. You need to have a Jumio account before you can enable and leverage identity verification in Live Experience.
Your customers are walked through a streamlined user experience to scan and submit their documents for authentication before being automatically connected with an associate. Your associates are presented with the scanned documents and the authenticity result. They can quickly determine whether the customer matches the submitted ID and can decide whether to approve or deny the request being made.
The following image illustrates the identity verification functionality in the Associate Desktop.
- A red badge icon informs associates of an incoming identity-verification engagement.
- Identity-verification engagements are recorded video engagements. A video engagement affords the associate an opportunity to see the customer's face, to ask them to provide the same ID card or document they scanned, and to compare them all in one interface.
- For identity-verification engagements, the associate can switch between seeing the Call Details and ID Verification details.
- The scanned document is displayed to the associate, so that they can compare it with the one being displayed in the live video engagement.
- The scanned document's authenticity result is displayed to the associate. If Jumio's face-matching capabilities are also implemented, then the face-match authenticity result is also displayed.
- The associate can choose to either reject or verify the customer's application.