This page was last edited on July 17, 2020, at 15:52.
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Purpose: Provides a high-level description of Context Services method of identifying customers, and contrasts it with the way that UCS (without CS) does so.
If either method produces a unique match for the incoming customer data, there is of course no problem. The differences become relevant when there are multiple matches or when there is no match.
If UCS tries to identify a customer, and receives more than one match in return:
For example, the SCXML application may send the matched profiles to the IVR, which might prompt for the customer's name (with the grammar formed by taking the names from the matched profiles). More generally, the application will prompt for additional information and use other identification keys to further isolate the customer's identity. Once a given identity is assumed, the application will often use additional information (such as the customer's ZIP code) to validate the customer's identity. In this sense, UCS/ allows for the application to distinguish between assumed and validated customer identities.