Authentication (set with Authentication Type), is required for every phone call and relates to the method at which the agent identifies the rider successfully.
Authentication for AI chat (SMS) is always done based of the rider phon number only.
Without successful authentication, the AI agent will not be able to perform any actions, and will either:
Ask the rider to register (if rider registration is enabled).
Forward the rider to the forwarding number.
Below are the available authentication methods.
Phone number
The primary method of authenticating riders with our agents is via their phone number. E.g. the rider has to be calling from a number which is attached to a rider profile. If they are not calling from a number attached to a rider profile, they will either be forwarded to support or asked to register a profile (if the agent has rider registrations capability enabled).
Phone Number with Rider ID + PIN as back up
Pre-requisites
In order to use Rider ID and Pin Authentication, your organization must have Rider IDs enabled and populated for your riders.
Rider ID and Pin is currently supported by AI Voice but is not supported by AI Chat.
How it works
This authentication type involves the same steps as phone authentication, however, if no phone number is present, then there is a back up authentication method, which involves their rider ID + a PIN number, the PIN numbers is set up on their first AI voice call.
We suggest this option comes with communication to riders about the process.
This option also works well for rider representatives, as the rider is asked if they are calling on behalf of themselves, or someone else.
The conversation flow for this is below.
To view the workflow for setting a rider phone pin on behalf of a rider, click the image below.
Phone number with Rider ID + Custom field (DoB) as back up
Pre-requisites
In order to use Rider ID and Pin Authentication, your organization must have Rider IDs enabled and populated for your riders.
Rider ID and Pin is currently supported by AI Voice but is not supported by AI Chat.
How it works
This authentication types, involves the same steps as phone authentication, however, if no phone number is present, then there is a back up authentication method, which involves their rider ID + the riders DoB, or any other date custom field on a rider profile.
This option also works well for rider representatives, as the rider is asked if they are calling on behalf of themselves, or someone else.
The conversation flow for this is below.
