Video Transcript
Rob MacDonald:
Hey, I am Rob MacDonald, VP of Product Marketing here at 1Kosmos. In a previous video, Maureen and I showed you how to do a credential reset for a caller, where I played the desk agent. Well, today we're going to do the same thing. Only this time we're going to show you what happens if the credential that's presented fails and how that's handled in our platform. Let's get started. Hi, thanks for calling 1Kosmos. This is Rob. How can I help you today?

Maureen:
Hi, I'd like to reset my password.

Rob MacDonald:
Awesome. Who am I speaking with?

Maureen:
Benjamin Trigsted.

Rob MacDonald:
Yeah, we can absolutely do that. Ben, before we reset any credential, we have to verify your identity. So I'm going to put you through a quick process to make sure everything aligns and then I can go ahead and do that. It should take a couple seconds. All right, so to get the thing started here, Benjamin, can you spell me your first name?

Maureen:
B-E-N-J-A-M-I-N.

Rob MacDonald:
Yep.

Maureen:
Trigsted. T-R-I-G-S-T-E-D.

Rob MacDonald:
And which document type do you have? Do you have a driver's license or passport?

Maureen:
A driver's license.

Rob MacDonald:
Okay, I'm going to send you a text, Ben. I've got your phone number here on the dialer. I'll enter that in and you are going to get a text. Let me know that you got that text.

Maureen:
Yes, I got the text.

Rob MacDonald:
Awesome. If you could just follow the instructions and let me know when it's done.

Maureen:
All right. I scanned the front of my license. Now I'm scanning the back. Now it's asking for a selfie.

Rob MacDonald:
Okay. Yeah, just look in your camera and get that selfie.

Maureen:
Now it says the ID is being checked for authenticity.

Rob MacDonald:
Okay. All right, so I'm going to click the results here. Oh, Ben, unfortunately the verification failed. So there's something going on possibly on your end. Maybe we might need to try a different identity document. If you want to call back with maybe a different doc, we can try again, but unfortunately I can't reset your password because that verification has failed unfortunately.

Maureen:
Okay. I'll call back with a different document later.

Rob MacDonald:
Awesome. Thanks for calling. Thanks, Ben. I mean, Maureen. So that's what happens if somebody uses a credential that is not theirs. The triangulation that we do, scanning the driver's license and comparing the picture to what was presented with the selfie didn't match. Therefore, we could not go ahead and complete the credential reset because we've proven that the identity was not present. And that's how we do things here at 1Kosmos. So if you haven't seen our previous video where everything does match and we do do the credential reset, I invite you to go take a look at that one as well. But until next time, we'll see you on our next Unplugged. Talk to you again soon.