Agent verification desk and call orchestration before signing
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Solution built around MeetOn
Leasing & Consumer Finance
Swiss Leasing Provider
Overview
Agent-led verification desk implemented to confirm customer identity through secure, scheduled video calls prior to sensitive actions such as qualified signing.
Customers completed automated identification first, then joined a controlled agent session to finalize verification before proceeding to signing.
Challenge
The client required a client-managed agent verification flow, without outsourcing, that could scale across onboarding volumes while remaining consistent and traceable.
The solution needed to avoid unstructured calls, support scheduling and routing, and provide defensible records of human verification steps.
Solution
Using MeetOn, secure meeting invitations and agent call orchestration were added as a configurable step-up in the onboarding flow, applied based on policy and required assurance level.
Agent sessions were supported with pre-call identity context, guided verification checklists, and controlled recording where permitted. Verification outcomes and session metadata were exchanged via APIs with the client’s onboarding and signing systems, ensuring continuity from automated identification through agent verification to signing.
AccessOn enforced appropriate access controls, while SignOn handled downstream signing steps.
Outcome
- Improved coordination and consistency of agent-led verification sessions
- Faster handling of verification appointments through structured scheduling and rescheduling
- Clear traceability of human verification steps to support reviews and audits
Product Scope
Title text
Secure meeting invitations
Protect verification sessions with secure invitations that provide customers a trusted and controlled entry point.
Agent routing
Route each case to appropriate agent, improving capacity utilization and service consistency.
Embedded video calls
Keep customers inside the onboarding journey with embedded video calls that reduce friction and drop-off.
Guided verification checklists
Standardize agent reviews with guided checklists that improve consistency and reduce manual error.
Decision logging
Capture verification outcomes in a structured way to support clear decisions and transparent review process
Session traceability
Maintain a complete record of each session from scheduling to outcome, strengthening oversight and review process