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.