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Verifying customer information in a customer service scenario

Customer calls customer support and securely verifies their identity through Vipps MobilePay Login instead of answering security questions.

Users receive a voice prompt that allows them to log in using Vipps Vipps or MobilePay MobilePay. Once they log in, they get a push notification to confirm their login in the app. When it's their turn to speak with a customer service representative, the login is already completed. The representative can access all necessary information, which saves time and enhances security by eliminating the need for personal details or security questions.

  1. Customer calls support - Customer initiates a call to customer service.
  2. Check for Vipps MobilePay - System checks if customer has Vipps MobilePay.
  3. Request login - Support agent asks customer if they want to confirm information with Vipps MobilePay.
  4. Initiate CIBA flow - Start merchant-initiated login flow.
  5. Customer consents - Customer receives push notification and gives consent in their app.
  6. Fetch user data - System retrieves verified customer information.
  7. Proceed with support - Agent continues the call with confirmed customer identity.
Enhances security and saves time

This eliminates the need for personal details or security questions, making the process faster and more secure for both customer and support agent.

View sequence diagram

Verifying customer information in a customer support call center

Technical details​

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