Customer service

The Issuer can authenticate the End User through its customer service team.

This method is usually offered to the End User as a fallback for another step-up authentication method. For example, when no contact details are available for the End User, or after too many OTP attempts (configured on the TSP side, since the TSP manages OTPs).

To enable this authentication method, the Issuer must configure the dedicated customer service phone number in D1.

Some wallet providers also require a dedicated customer service phone number for fraud cases. This is used when the wallet provider flags suspicious behavior on the device during Tokenization approval. D1 can manage this flow within the Decision Engine once the Issuer configures the dedicated fraud customer service phone number.

Check with the Thales delivery team for details on how to configure these parameters.

User experience

The Issuer defines and runs the process to identify and authenticate the End User during the call.

1

Define and run the identification process

The Issuer defines and runs the process to identify and authenticate the End User during the customer service call.

2

Agent activates the digital card

Once identification and authentication are performed, the customer service agent activates the digital card.

3

Activation via portal

The agent can activate the card in the TSP portal.

If the Issuer integrates the D1 API life cycle management, this functionality can be exposed in the Issuer portal.

Sequence diagram

Customer service step-up authentication sequence diagram