The Challenge

The telecommunications operator partnered with 1Kosmos to provide an Identity Proofing platform to successfully transform its identity verification processes across onboarding, retail, digital, and customer support channels.

The Results

Customer Onboarding
The company aimed to verify the identity of new customers signing up for its services. Customers provided a valid government-issued ID, such as a driver’s license, passport, or national ID. The ID proofing system extracted content from the document, validated its authenticity, and performed facial matching to confirm the user’s identity. As a result, the onboarding process became faster and more seamless, while also reducing identity fraud and compliance risks.
Customer Support
To verify the identity of existing customers seeking support or assistance, the company followed a similar process, using government-issued IDs during support interactions. This approach eliminated the need for passwords, PINs, or lengthy security questions, leading to faster, more efficient, and trustworthy identity verification for support agents.
Digital Services
To access online services such as bill payments, account updates, and new purchases, customers of the company verify their identity using government-issued ID. This process ensures secure identity verification during critical digital interactions. As a result, service security improved, and customer satisfaction was enhanced by reducing barriers to accessing digital services.
Retail Services
Customer identities were validated at the point of sale during device purchases, plan upgrades, or account changes in retail stores. Customers verified their identity using government-issued IDs, which were processed through ID proofing to match with the holder and validate the credential authenticity. This reduced risks of SIM swaps, account takeovers, and fraudulent transactions while streamlining retail processes and enhancing customer trust.
Customer Care (Remote Support)
Customer identity was validated during phone, chat, or email- based support by having support agents use ID proofing to verify identity through remotely provided government-issued credentials. This enhanced trust, improved the customer experience, and boosted operational efficiency for remote support teams.