IDReset

IDReset is a self-service password reset application developed by Interactive Northwest, Inc. (INI) that enables users to independently reset their accounts via web or phone, reducing the reliance on helpdesk assistance. This versatile solution is designed to cater to organizations of all sizes, including small businesses and large enterprises. IDReset finds its application in various professions and industries, such as healthcare providers, financial institutions, government agencies, utilities, and insurance companies.

Key Features

Password Reset: Users can independently reset their accounts via web or phone, reducing the need for helpdesk assistance. This feature enhances security by eliminating the need for agent involvement in the authentication process and provides users with 24/7 immediate access. Additionally, it helps organizations optimize their resources by reducing helpdesk calls by 20%-40% and freeing up helpdesk staff to focus on critical issues.

Convenient Reset Interfaces: IDReset offers voice, web, and mobile interfaces for password reset, allowing users to choose their preferred method. It seamlessly integrates with LDAP directories and custom databases for user authentication and ensures secure data storage through encryption and TLS support. The system allows for configurable password length and complexity, enhancing security, and provides the flexibility of individual or batch enrollment for user convenience.

Two-Factor Authentication: IDReset provides an additional layer of security through SMS-based two-factor authentication. This feature increases user confidence and satisfaction, implements best practices for risk mitigation, and supports threat, lockout, and success notifications for enhanced security monitoring.

Integration with Backend Systems: IDReset seamlessly integrates with LDAP directories and custom databases for user authentication. It enables smooth integration with backend payment processing services and agent desktop clients for real-time status updates. The system offers a user-friendly web administration interface for easy configuration and management and provides transactional reporting on a per-call basis for monitoring and analysis.

Secure Payment Processing: IDReset enables organizations to process customer payments securely without agent intervention, safeguarding sensitive financial data. It ensures compliance with contact center PCI standards and offers seamless integration with backend payment processing services. The system also provides an intuitive web administration interface for configuration and management.

Caller Intent Identification: IDReset aims to identify and anticipate caller intent in contact centers. By analyzing customer goals and categorizing them into well-defined "intents," it helps contact centers deliver personalized and efficient customer service.

Improved Speech Recognition: IDReset leverages advanced speech recognition technology to enhance the caller's experience. It uses automatic speech recognition (ASR) to accurately transcribe and understand customer speech, facilitating diverse and natural expression of customer intents.

Natural Language Understanding: IDReset incorporates natural language understanding (NLU) to comprehend and interpret customer requests. It goes beyond basic speech recognition, understanding the meaning and context behind customer queries. This results in more conversational interactions between customers and the system, leading to a seamless and intuitive experience.

Intelligent Virtual Agents (IVAs): IDReset integrates with Intelligent Virtual Agents (IVAs) to handle customer interactions. These AI-powered virtual agents understand and respond to customer intents, enabling self-service and dynamic conversations.

Continuous Learning: IDReset continuously learns and adapts to evolving customer expressions of intent. By analyzing customer interactions and identifying patterns, the system improves its understanding of caller intent, ensuring it stays up-to-date with customer needs and preferences.