This covers interactions with Genesys Call Center at the start of the call.

Get enhanced customer profile

Context

When a person calls the call centre (CC), CC uses the caller’s phone number to look up the customer in the DB via a dedicated “search by phone number for CC” endpoint.

If not found, nothing is returned
If found, an enhanced customer profile is returned

Endpoint

GET /customers/supportInfo

Inputs

Attribute	Type	Notes
Full phone number	string	may include the country code
Interaction ID	UUID	for audit logging
Account number POST MVP	number

The phone number must be verified. Otherwise no results are provided.

Given that the customer DB stores the phone number separated into countryCode and phoneNumber following processing should be applied:

Remove all spaces and leading “+” from the fullPhoneNumber
- if what is left is not just digits, no customers are found, return an empty list
- (the following steps assume it’s already trimmed)
If it has 10 digits, search using {countryCode: 63, phoneNumber: fullPhoneNumber}
If it has 11 digits, search using {countryCode: fullPhoneNumber.substr(0, 1), phoneNumber: fullPhoneNumber.substr(1)}
If it has 12 digits, search using {countryCode: fullPhoneNumber.substr(0, 2), phoneNumber: fullPhoneNumber.substr(2)}
Otherwise: no customers are found, return an empty list

Example call

https://backoffice-manager.apps.brave.safibank.online/customers/supportInfo?fullPhoneNumber=633123123123&interactionId=3fa85f64-5717-4562-b3fc-2c963f66afa6

Outputs

Attribute		Type (only strings allowed)	Notes
Customer ID	`cusotomerId`	UUID string
Email	`email`	string
Phone number	`phoneNumber`	string
Customer profile info	`firstName` `middleName` `lastName` `gender` `dateOfBirth` `placeOfBirth` `nationality`	all are strings
Customer is authorized	`fullyVerified`	true/false string	`true` if calling from the mobile app, provided by Authenticate calling customer
Customer is bank employee	`isBankEmployee`	true/false string	flag manager by BO
List: Ticket ID, Ticket Reporter ID POST MVP			In order to possibly route to same CC agent as last time
Active campaigns POST MVP
Is in collection POST MVP	`inCollection`	true/false string	Always false in MVP

Genesys opening embedded BOFE

If Genesys got the “extended profile” (above) it will open BOFE at:

/customer/{customerId}?interactionId={interactionId}

In case the customer was “fully verified”:

/customer/{customerId}?interactionId={interactionId}&fullyVerified=true

If no profile is available this route will be used:

/customer/search?interactionId={interactionId}

Example route

https://bofe.apps.brave.safibank.online/customer/f39120ea-56f7-48c4-b526-2d92bc61eac7?interactionId=3fa85f64-5717-4562-b3fc-2c963f66afa6

Authenticate customer

Context

There are 3 main scenarios

Fully verified: When the customer calls from the app, no questions are asked.
Partially verified: When the customer calls from a known verified phone number but not from the app, 3 questions will be asked
- At least 2 of them need to be answered correctly in order to proceed.
Unverified: When an existing customer calls from a phone number that does not match the one in the system, the CC operator will also ask for the customer’s name and date of birth to find them in BOFE
- When this happens the operator needs to also verify that the caller is who they say they are and 5 security questions are used.
- At least 3 of them need to be answered correctly in order to proceed.

SaFi Bank Space : Customer authentication for Call Center

Get enhanced customer profile

Genesys opening embedded BOFE

Authenticate customer

1. Customer calling from the mobile app

2. Customer calling from a verified phone number

3. Customer calling from an unknown phone number

4. During the call the customer wants to ask about another account

5. A non-Genesys BO wants to initiate customer authentication

6. Genesys user searches for a customer before an outgoing call

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