Managing Identity in Customer Service Operations - opportunity for improvement

[cronical]

The article could be improved by including a sketch of an approach to identifying callers which relies on the aggregation of discrete signals. This goes by various names but the idea is to gather information from the communications channel and past history to derive a score or likelihood that the person is actually the one claimed. For instance, a company, Pindrop, has a way to analyze the call's audio characteristics to weed out fraud call centers. Others have ways to inspect telephone registrations (with caveats), or can tell if a caller ID has been spoofed. Additionally, if certain signals match past behavior, the score goes up. In web context, roundtrip times can be referenced. None of these are definititive but collectively and with tuning, they can be used to reduce risk of misidentification. This is especially of interest in financial settings where risk of loss is high.