IVR account recovery lets a user who calls your help desk to recover their account prove their identity with imper.ai over SMS, instead of relying on the agent alone. imper.ai runs the verification and hands the caller back to a live agent only when needed.

For how to connect your phone system to imper.ai, see IVR Integration.

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The Flow

1. Call and hand-off

The user calls your company help desk and selects that they want to recover their account. Your IVR redirects the call to imper.ai - the specific action is chosen on the imper.ai side.

2. Call intake

imper.ai captures the phone number the user is calling from and:

• Asks the user which action they need - for example reset password, unlock account, or something else.

• Sends an SMS with the verification link and asks for the user's work email.

• Includes a consent notice that imper.ai is allowed to query the caller's phone number.

• Checks whether the number the user called from matches the phone on record in your verification data source - your HRIS or any other system that holds this data:

  • Match - verification continues as usual.

  • No match - the verification fails, and the user is handled as a failed verification (see the outcome below).

3. Verification

The user opens the link and completes identity verification in the Self-Service Portal, the same verification used across help desk flows.

4. Outcome

Result	What happens
Failed verification	The user is shown a Call me back button. Pressing it triggers a callback that routes the user through your IVR to a live agent.
Passed, action completed	The recovery action succeeds and the case is closed.
Passed, action not completed	If the action did not succeed - or the user still cannot sign in after recovering their account - the same Call me back button is shown so they can reach a live agent.

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Related

• IVR Integration - connecting your phone system to imper.ai.

• Self-Service Portal (SSP) - where the user completes verification.