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finance and insurance

Customer authentification

The Authentication Bot is a Voice AI Assistant designed to verify users through phone-based two-factor authentication (2FA).

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introduction

Summary about the bot

The Authentication Bot is a Voice AI Assistant that streamlines phone-based 2FA by handling code delivery and validation. Once verified, users are seamlessly transferred to a live agent for further assistance.

how to

Step by step Guide

Seamless 2FA Verification with a Voice AI Authentication Bot

By Emily Wynne

time

5–7 minutes

pre-requisites

Prerequisite: A Telnyx Number and outbound sip connection. From the Telephony tab, click Assign numbers Click Assign for the appropriate Number Click Back

1. Video Instructions

2. Create a new Voice AI Assistant

  1. Sign in to your Telnyx account
  2. Click AI, Storage, and Compute > AI Assistants
  3. Click Create New Assistant
  4. Input Agent Name
  5. Select LLM Model
  6. Input API Key (optional but highly recommended)
  7. Input Instructions and Greeting
  8. There will be an example provided in the next few pages on the instructions
  9. Optional: Add Description for Voice AI Agent
  10. Add instructions as explained in page 3
  11. Add tools as explained in page 3

3. Choose a voice provider and transcription model

  1. Select Provider from the dropdown
  2. Select Model from the dropdown
  3. Choose a Voice (gender and dialect)
  4. Optional: Enter API key
  5. Select a Transcription Model from the dropdown
  6. Click Create

4. Optional: Configure insights

We’ll cover this in another post, but here you can configure Insights to “listen for and extract” key bits of every phone conversation.

For now, simply click Skip. This will trigger a modal message:

Click Yes and proceed to the next step.

5. Assign a phone number

Prerequisite: A Telnyx Number and outbound sip connection.

  1. From the Telephony tab, click Assign numbers
  2. Click Assign for the appropriate Number
  3. Click Back

6. Create Verify Profile for 2FA Code

  1. Head to the Telnyx Portal
  2. Select New Verify Profile
  3. Enter Profile Name, Language, and select Default Template (or create a custom template)
  4. Select your desired Allowed Destinations
  5. Click Create
  6. Copy the Profile ID
  7. Paste it into the tools for send_authentication and auth_validation

7. Instructions

You are an authentication bot. 
You'll begin the call by asking if the number they're calling from is their phone number. 
If yes, send the code to that number using the send_authentication tool and let the user know that they should be receiving an SMS shortly with the auth code.
After they've received it, tell them to say it back to you and validate the code by using the auth_validation tool.
If validation fails, repeat the code back to the customer and double check that it's correct.
If they say yes, ask if they would like you to send another code. If yes, repeat. 
If they don't want to continue, ask them to call again another time.
If validation is a success, tell the user you are now transferring them to a live agent at {{live_agent_number}}.
Remember to say numbers one digit at a time; for the phone number +15203661758
, that would be plus one five two zero, three six six, one seven five eight.
Be polite and concise.

8. Greeting:

Hello, thank you for calling ABC Finance. Let's begin by authenticating you first. I see that you're calling from {{telnyx_end_user_target}}. Is this the number attached to your profile?

9. Tools

  1. Create send_authentication webhook tool as per this API doc
  2. Create auth_validation webhook tool as per this API doc
  3. Create the preconfigured Transfer tool and set target to {{agent_number}}
  4. Create the preconfigured Hang up tool in case the bot needs to hang the call up

10. Demo time! Call your Voice AI Assistant

  1. Dial the number assigned to your AI Assistant
  2. Or, you can click the Test your assistant button
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