IVR account recovery handles users who call your help desk to recover their account. Rather than relying on the agent, the caller receives a verification link by SMS and completes the imper.ai verification flow - and performs the requested action - themselves. imper.ai runs the verification - if it fails - it hands the caller back to a live agent.

To enable this flow, go to Connect Your IVR.

---

The Flow

1. Call and hand-off

A caller reaches your help desk and asks to recover their account. When you connect your IVR to imper.ai, you decide at which point in your IVR flow the call is redirected to imper.ai. When imper.ai receives the call, it handles the verification and the action. The specific action the caller needs is chosen through the imper.ai platform.

2. Call intake

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

• Asks the user which action they need. The available actions are configured by your organization (for example, reset password or unlock account).

• Sends an SMS with the verification link.

• Asks for the user's work email.

• Presents the terms and conditions, including consent for imper.ai to query the user's data.

• 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.

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.