Verifying
- A question that needs an identity ("how much do I owe?") without a verified caller answers with an instruction the voice AI follows: ask for the account number and PIN.
- The caller gives both. Our verify step checks them against SAP: the PIN is a field on the business partner that your admin sets.
- The result is remembered for that phone call, keyed to the call's signed identifier, which cannot be forged by the model or the caller.
- Every later question on the same call is scoped to that customer.
The customer chat works the same way with a form: account and PIN, then a chat box. A verified session lasts one hour.
Lockouts
- Three wrong attempts in a session, or ten wrong attempts on one account within an hour, lock it with a plain sentence.
- The PIN is never stored, not in the records, not in logs.
What a verified customer can ask
Balance, unpaid and overdue invoices, open orders, whether an order has been delivered, what they ordered last month, their last invoice. Price, balance and invoice details are released only after verification; that cannot be switched off.
The phone is tighter
On a call the lookup has about ten seconds to generate and eight to run, on a fast model, one attempt, so the caller is not left waiting. In chat the limits are relaxed and a harder model has a second go when the fast one fails. A lookup that takes too long says so: "The lookup took too long. Try asking more simply."
See BE Voice for the phone side: numbers, the AI receptionist and how a call reaches BE One AI as a tool.