Hi, am I speaking with Tim?
Acme
Who's this?
Customer
Calling from Acme - I need to validate your ID before we can talk…
Acme
How do I trust you? Why should I give you all my PII?
Customer
Umm… you can call us back on a publicly listed number…
Acme
And wait in a queue to find out about what you want to tell me now?!
Customer
Hi, it's Emma here from Acme.com - am I speaking with Tim?
Acme
Ohai Emma, Can you verify your ID, please?
Customer
Sure, we use Challenge.io 👍
Acme
We can set up a secure session at acme.com/contact
Acme
Sweet, I've used that before
Customer
my code is "XY12"
Customer
The response is "21JS"
Acme
Sweet! Thanks, I can see your name and the session ID 😊
Customer