AWS and CLEAR Partner to Reduce Fraud and Call Wait Times in Public Sector Contact Centers
Amazon Web Services (AWS) and CLEAR have collaborated to integrate CLEAR's identity verification platform with Amazon Connect Customer. This partnership aims to fundamentally change how public sector agencies verify caller identities, moving verification from the agent's desk to the caller's phone before the conversation begins. When a citizen calls an agency and opts for CLEAR verification, they receive a secure SMS link to complete the process, which involves a selfie and a government ID scan for first-time users, or just a selfie for returning users. By the time an agent picks up, the caller's identity is already verified through real-time analysis of biometrics, government IDs, devices, and authoritative data sources. This new approach replaces traditional knowledge-based authentication (KBA), which is slow and vulnerable to fraud, leading to faster service delivery, stronger security, and improved citizen satisfaction.
