> **Description:** Enhance customer service by securely verifying user identity and information through Vipps MobilePay's authentication system.

# Verifying customer information in a customer service scenario

Customer calls customer support and securely verifies their identity through Vipps MobilePay Login instead of answering security questions.

Users receive a voice prompt that allows them to log in using Vipps  or MobilePay .
Once they log in, they get a push notification to confirm their login in the app.
When it's their turn to speak with a customer service representative, the login is already completed.
The representative can access all necessary information, which saves time and enhances security by eliminating the need
for personal details or security questions.

1. **Customer calls support** - Customer initiates a call to customer service.
1. **Check for Vipps MobilePay** - System checks if customer has Vipps MobilePay.
1. **Request login** - Support agent asks customer if they want to confirm information with Vipps MobilePay.
1. **Initiate CIBA flow** - Start merchant-initiated login flow.
1. **Customer consents** - Customer receives push notification and gives consent in their app.
1. **Fetch user data** - System retrieves verified customer information.
1. **Proceed with support** - Agent continues the call with confirmed customer identity.

**Enhances security and saves time**

This eliminates the need for personal details or security questions, making the process faster and more secure for both customer and support agent.

View sequence diagram

Verifying customer information in a customer support call center

```mermaid
sequenceDiagram
    autonumber
    actor C as Customer
    participant M as Customer Support
    participant L as Login API

    C->>M: Calls customer support
    M->>L: Check if user has Vipps
    L-->>M: true
    M->>C: Do you want to confirm your information with Vipps?
    C->>M: Yes
    M->>L: Start CIBA flow
    L->>C: Consent to share information request
    C->>L: Give consent
    M->>L: Fetch user data
    M->>C: Proceed in customer call with confirmed user
```

  Customer calls customer support.
  Customer support checks if the user has Vipps via the Login API.
  Login API confirms the user has Vipps (returns true).
  Customer support asks the customer if they want to confirm their information with Vipps.
  Customer agrees.
  Customer support starts the CIBA flow via the Login API.
  Login API sends a consent to share information request to the customer.
  Customer gives consent.
  Customer support fetches the user data from the Login API.
  Customer support proceeds in the call with the confirmed user identity.

## Technical details

- [Merchant Initiated Login](https://developer.vippsmobilepay.com/docs/APIs/login-api/how-it-works/merchant-initiated-login-howitworks.md) - How to implement CIBA flow
- [Login API guide](https://developer.vippsmobilepay.com/docs/APIs/login-api/README.md) - Complete authentication documentation

> **Full site overview:** For every page in this documentation, read [https://developer.vippsmobilepay.com/llms.txt](https://developer.vippsmobilepay.com/llms.txt).