Agent assited video call

A video call with an agent step is the part of an identity verification journey where the user connects live with an IDnow identification specialist through a real-time video session.

This step introduces a human-controlled verification interaction into the journey. During the call, the agent guides the user through the required checks, reviews the presented information and document evidence, and supports the completion of regulated or higher-assurance identification processes.

This step is typically used in flows where a live interaction is required as part of the verification model. Internal product knowledge explicitly distinguishes this from fully automated approaches: VideoIdent requires a video call between the agent and user, whereas eID is fully automated.

What happens during a video call with an agent step

A video call with an agent step is responsible for:

1. Connecting the user to a live agent

   • The journey establishes a real-time video session between the user and an identification specialist.
   • The user enters a guided interaction rather than a fully automated capture flow.

2. Guiding the user through the identification process

   • The agent explains what the user needs to do during the call.
   • This can include presenting an identity document, answering questions, or following specific instructions needed for the verification flow.

3. Reviewing identity evidence during the live session

   • The agent reviews the plausibility of the presented identity information and the user’s interaction in real time.
   • Internal product description material states that during the video chat, the specialist assesses the plausibility of both the document data and the data of the person being identified, including through questions and observation of the person on camera 【41-15】.

4. Supporting additional document or control checks where required

   • Depending on the configured journey, the agent may ask for further evidence or perform additional guided checks.
   • This may include document-related inspection steps or other customer-specific process requirements.

5. Completing and returning the result to the flow

   • After the call, the step returns the outcome to the broader journey so that the transaction can continue, be reviewed further, or be finalized.

Why this step matters

The video call with an agent step adds a live, supervised verification interaction to the process.

This is especially important in use cases where the presence of a trained specialist is required to guide the user, evaluate plausibility in real time, and support compliance-oriented identification procedures.

A well-designed video call step helps provide:

• a guided user experience for more sensitive flows
• real-time human review during the identification session
• stronger support for regulated use cases
• flexible handling of exceptions and edge cases
• continuity between identity evidence collection and final process completion