When the AI recognised a caller it would talk about their account straight away. Recognising somebody and having checked who they are is not the same thing, and the difference matters most on the calls where it is easiest to get wrong: a phone number read out over the phone proves nothing, because it is the one detail printed on the outside of the parcel.
Someone ringing from a number already on their record is recognised automatically, as before — the phone network tells us the number before they say a word, so there is nothing for them to do and nothing changes for them. Anyone else is greeted by name if we think we know them, and asked to confirm their name and the email address on the account before anything on it is discussed. Until they do, the AI can still take a new booking, order or refund from them — it simply will not read the account back. A caller who gives their own email address or an order number is still helped with the records that match it, exactly as before.
Every check is recorded, so a customer’s page shows whether their identity has ever been confirmed and how. Nothing is required from you and no setting has changed.
What changed
This release separates recognising a possible customer from deciding what account information can be discussed. The receptionist can still help a caller with a new request while limiting access to an existing account’s details.
The distinction matters when someone reads a phone number or reference aloud. Having a detail that appears on an order or parcel does not by itself prove that the person speaking is entitled to hear the whole account history.
Before and after
Before this update: The receptionist could move from recognising a customer directly to discussing their account without the additional identity check introduced here.
With this update: The caller’s situation determines the checks required before protected account details are discussed, and the customer page records whether identity was confirmed and how.
What it means for you
Review the identity guidance and transcripts for account-specific enquiries. Staff should use the verification record alongside the customer history rather than treating a name match as blanket approval.
Checks should not prevent the receptionist taking a new booking, order or refund request. Creating a request and disclosing existing account information are different actions with different requirements.