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Talkdesk Identity™ consists of the following features:

• Active and Passive Voice Authentication: Ability to leverage voice as an authentication factor. I.e., validating if the inbound callers are who they say they are by having them repeat a passphrase on an IVR and/or having them just speak normally (i.e., without any text dependency on a passphrase) while on a live call, and compare the user’s voice against a stored voiceprint for that user.
   
• Phone Validation: Ability to validate the number used by inbound callers in terms of profile and risk, while delivering those insights to the agent picking up the call and making them available to be leveraged as variables within Talkdesk Studio, for conditional-based routing purposes.
  External-facing API can be called upon to deliver that same profile and risk insights to a number or array of numbers, enabling the integration with 3rd party systems.
   
• Email Validation: Validates the email associated with inbound emails, returning reputation, risk, deliverability, and fraud signals. These insights are surfaced to the agent handling the email and exposed as variables in Talkdesk Studio, enabling conditional, risk-based routing.
   
• IP Validation: Returns IP reputation and risk information for an IP address, including geolocation and fraud signals. Use this to inspect an IP address before deciding how to handle the corresponding contact, for example, flagging high-risk addresses before triggering downstream workflows. These insights are surfaced to the agent picking up the interaction (such as a chat conversation) and exposed as variables in Talkdesk Studio, enabling conditional, risk-based routing.
   
• Spoofing Detection: Ability to detect the likelihood of a caller’s ID having been spoofed, displaying that information to the agent picking up the call, and making those insights available to be leveraged as variables within Talkdesk Studio, for conditional-based routing purposes.

How does Identity work? 

When a caller reaches your contact center and the call is assigned to an agent, the agent can see, in Conversations in the “Identity” tab, the caller’s available data in real-time. 

The first section you see is “Voice authentication,” where you’ll perform the authentication questions and collect the caller’s consent to start the enrollment process. 

The “Phone Validation” section shows you the background check that was automatically performed on the caller’s phone number.

The “Spoofing Detection” indicates potential scammers, warning you when the caller may not be the one that is displayed on the caller ID.

The “Email validation” indicates potential scammers related to disposable or high-risk addresses. 

And finally, the “IP validation” shows high-risk addresses related, for example, to geolocation and fraud signals.

This information is also immediately available within the Identity app itself, where you’ll be able to compare risk scores and decide which actions you or your agents need to take. 

Configuring Identity

Spoofing detection and Phone Validation

To configure the Spoofing detection and Phone validation features in Identity, it is necessary to configure the Validate phone component in Studio. Afterwards, both the Conversations and Identity apps will display the insights corresponding to the callers' phone numbers.

 
Voice Authentication

The setup of the Voice authentication feature consists of the following steps: 

1. Configuration of the Authenticate voice and Enroll voice components in Studio.
2. Voice enrollment through Conversations (only for first-time users who decide to opt into the feature) and subsequent monitoring of the caller’s authentication in the next calls.
3. Live supervision of enrollments and authentications in the Identity app.

Please check the Identity configuration articles for more information on the features' setup.  

For additional support, please contact Talkdesk Customer Care.