Video customer calls
Video customer calls verify identity via a live connection with an agent during remote identity verification. TruvaLI provides this infrastructure natively within the platform, where calls are randomly routed from a pool and fully recorded.
Why avoid a separate license?
In remote identity verification, video calls are often outsourced. This creates three distinct issues: additional licensing costs, transferring identity data to a third-party provider, and keeping the verification decision outside the core platform. In TruvaLI, the call is part of the core system. The risk score, document data, and face matching results are displayed right in front of the agent on a single screen.
Unpredictability: random routing
The most sensitive requirement of remote identity verification regulations is that the call must be unpredictable. Any pre-established relationship between the customer and the agent compromises the integrity of the entire process.
In TruvaLI, calls are routed to agents completely at random from a pool:
- Customers cannot select an agent.
- Agents cannot view the waiting list and cherry-pick customers.
- An assignment log is maintained to show exactly who was assigned to which call and how.
This log is the most direct way to prove during audits that the process has not been manipulated.
What happens during the call?
The agent conducts the call without leaving the interface. The identity document is shown to the camera, screenshots are captured when necessary, and audio is recorded. The results of document reading and face matching steps are already available on the agent's screen. The agent does not start an evaluation from scratch, they simply confirm the findings generated by the system.
Once the call is completed, the decision, its justification, and the collected evidence are attached to the customer record.
When is the process handed over to a call?
A video call is not required for every application. Triggering it unnecessarily lowers completion rates. In TruvaLI, the institution defines the handover conditions:
- The face matching score falls below the designated threshold.
- A security feature is flagged as suspicious during document verification.
- The applicant triggers a hit during sanctions, PEP, or adverse media screening.
- One of the institution's own risk scenarios is triggered.
These conditions are written in the same rule engine as other scenarios, meaning there is no need to learn a separate configuration interface.
What it delivers to the institution
- Eliminates the need for third-party video call licenses.
- Identity and video data never leave the institution's own infrastructure.
- Random routing strengthens the institution's position during audits.
- Call recordings and screenshots are stored in a single location alongside the justification for the decision.
Common questions
- Is a video call mandatory for every customer?
- No. The institution defines the handover conditions based on its own risk appetite. It is typically triggered by low face matching scores, document suspicion, or screening hits. Other applications are completed via the biometric flow.
- Why is random routing so important?
- In a setup where the customer can select the agent or vice versa, the call cannot provide the assurance required for remote identity verification. Random routing from a pool eliminates this possibility, and the assignment log can be presented as evidence during audits.
- Where are call recordings stored?
- Screenshots and audio recordings are stored within the institution's own infrastructure, linked to the relevant customer record. They are never transferred to an external provider and remain accessible throughout the legal retention period.