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CBQ VIVR Flow for the OTP - Coggle Diagram
CBQ VIVR Flow for the OTP
IVR identified the customer (CLI, Base Number)
Launches VIVR with Session
VB Enrolled
VB Status - Normal
Ask for VB Authentication
Failed
Incase of 5 times per day of no match, then also block the VB as Non Fraud
NON FRAUD - OTP & Last 6 Digits Validation
Success - Authenticated (Non VB Authenticated)
Failed - No Authenticated
FRAUD REASON
Block VB - Transfer to Agent
Success
VB authenticated
VB Status (Blocked - Non Fraud)
OTP & Last 6 Digits Validation
Success - Authenticated (Non VB Authenticated)
Failed - No Authenticated
VB Status (Blocked - FRAUD)
Transfer to Agent
VB Not Enrolled
OTP & Last 6 Digits Validation
Success Validation
Ask for VB Enrollment
Yes - Proceed for VB Enrollment as per current process
After success enrollment - Consider as VB Authenticated
Failed VB Enrollment due to any reason as per current process, consider as
Non-VB Authenticated
Skip - Consider Non VB Authenticated
Failed Validation
Failed - No Authenticated