Customer Authentication via IVR and Chatbot

[kullykaur]

Hi everyone,

We’re currently in the planning phase of our Converse and Connect project and are exploring options to enable tenants to retrieve their rent balance through both IVR and a chatbot.

I’m curious if anyone here has implemented a similar feature. Specifically, I’d like to know:

1. What authentication questions or methods do you use to ensure the information is shared only with the correct person?
2. Any tips or best practices you’ve found helpful in this process?

For IVR, our current setup only supports input through the phone keypad, so we’re limited to numeric values.

Thanks in advance for any insights or suggestions!