TrustCloud VideoID Assisted

Assisted video identifications of maximum security without harming the user experience

Part of the TrustCloud platform. Pilot, our Decision AI, decides when a verification needs a human agent, per transaction.

Specialized Video Agent

Incorporates the live presence of a professional video agent throughout the entire course of the electronic process, with the aim of guiding the user through the digital experience, resolving any incident instantly and adding an extra security “layer” from the agent’s own supervision and surveillance.

Extra Security Layer

The combination of state-of-the-art verification and authentication technologies, video call recording, session auditing, and professional surveillance by an expert identity agent make up a four-fold security barrier that stops any attempt at identity fraud and discourages scammers.

Back-office Review

In addition, assisted video identification also has a subsequent back-office review that ensures the correct development of the service and compliance with all security standards.

A more human than digital experience

While ensuring the true identity of users unequivocally, the assisted modality of TrustCloud VideoID fully humanizes the digital process and generates a very positive user experience, both for company and client. The presence of the video agent on the other side of the screen makes the user feel always accompanied by a real person. This allows the client to resolve all his/her doubts with the agent and it gives them the confidence that he/she will complete the process correctly. In this sense, the assisted modality promotes customer loyalty of the digital processes of the company hired by TrustCloud VideoID, reducing churn rates, and consolidating the company’s digital transformation.

Thanks to the personal assistance of the video agent, TrustCloud assisted video identification is especially useful for the less digitized population sectors and for people with special needs who cannot handle digital tools with full autonomy, such as blind or deaf people.

VideoID Assisted process, step by step

The customer connects to the video identification process by a private link or during the course of a digital transaction

The connection between company and customer can arise from an inbound call (the customer calls the company) or outbound call (the company calls the customer)

The service activates all the processes and the video call session starts

ID document verification, biometric analysis, authentication steps and other AI and manual tools prove the identity of the customer

After video identification, following events and services are activated

Qualified evidence is obtained by means of the API of the video platform, and notifications are sent to the customer about the approval of his/her identification

This evidence is stored securely (using physical and cryptographic measures) in the TrustCloud Quantum Vault architecture, and further notifications are sent to the customer

Benefits of VideoID Assisted

TrustCloud assisted video identification provides companies with the most secure and rigorous identification method in the world, without the need for the company to establish its own team of video agents. The integration of the video identification service to the company is fully implemented
, including the certified TrustCloud Fraud Experts, who are then put at the service of the corporate needs. The end user, on their behalf, benefits from the individualized assistance of a video agent who will guide and help him/her with any questions or incidents he/she may have during the verification process. The team of more than 100 professional Fraud Experts at TrustCloud is multilingual and hired at source, so users will be accompanied by a person who speaks their language and who can attend to their cultural circumstances, for example when adapting the biometric analysis for people whose face is partially covered.