Verifying identity seamlessly without the use of facial recognition technology
ID.me believes every individual should have access to high-security identity verification and they should have a choice in how they verify. Being uncomfortable with an automated biometric image comparison shouldn’t be a barrier to an IAL2 identity verification.
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In 2022, we added a feature that allowed members to verify without using biometrics or automated facial recognition and instead verify directly with a human agent. With the launch of this option, we became the only identity verification company to offer a pathway to an IAL2 credential without biometrics. Since then, we’ve issued almost half a million portable IAL2 credentials through this pathway.
Reducing time-to-complete by 78%
This year, we improved this pathway even further making it faster and more efficient. After focused experience improvement efforts, we designed a process where members begin by using the automated process (self-service) and then join a call where a human agent compares them to the uploaded document instead of taking a selfie. Because there are no questions for the member to answer, the call with the agent is fairly quick.
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The results have spoken for themselves. By adding human intervention to our self-service product, we reduced the time it takes to verify while maintaining the same federal requirements for secure identity verification. Specifically, call lengths decreased by 66% from a median of 380 seconds in H2 2022 to 130 seconds in Q1 2023 and wait times decreased by 88% from a median of 8 minutes in H2 2022 to 1 minute Q1 2023. Overall, there was a 78% reduction in the time it takes to complete the process. Added benefit: Users now only need to provide one document to complete the process, instead of the previous requirement of 2 to 3 documents.
The bottom line
ID.me understands that every individual has unique needs and preferences when it comes to verifying their identity, and we strive to offer a variety of options to accommodate those needs. Our improved non-biometric verification path is just one example of how we are constantly working to provide options for our users to access a portable IAL2 credential in ways that do not reduce our ability to detect and prevent fraud.
Learn more about our user choice portal and our omnichannel verification.