In "Wait, why doesn't literally everyone do this?", we implemented something where, if you request a call from your Stripe account, it shows you two random numbers. When we call you, we read you the first number (to prove that we're Stripe) and then ask you for the second.
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Beats the heck out of "Call the number on the back of your credit card then ask for an internal transfer to Patrick on desk #63524 please."
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I suspect that works better when you're expecting the call - the workflow you suggest feels a bit close to "open Event Viewer and see, lots of messages so you can totally trust I'm from Microsoft".
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Sorry, on reflection that's far too negative - I *really* like this idea, everyone please implement. But just present in the app, rather than "cheat code" access - and the live feature described already sounds like that.
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@StarlingBank already use a shared OTP distributed via the app. Believe others do too. What is the novel bit? Emphasis on customer authing the caller rather than just vice versa?pic.twitter.com/qHrkZwx5ly
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I find it really silly when I'm on the phone with my bank and for verification they ask questions about eg current balance. I can get all of that info from the site if logged in, so why not just show me a temporary code I can read out to bypass this? Would save agent time too!
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On that note, a random short phrase might be easier to read out and recognize than a number.
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