Use Case: SIM Duplication
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The agent asks the customer if he/she prefers to have the necessary documentation for the SIM duplicate collected via WhatsApp and requests confirmation from the customer (OPT-IN).
The customer confirms their consent and receives a message via WhatsApp where they are offered the option to continue with the process.
The customer chooses to continue with the process and the customer is asked the reason for the duplicate SIM request, offering options such as "Theft", "Lost" or "Technical Problem" for the customer to select one.
The customer chooses the option as the reason for the request, and the customer is then asked to provide the PUK or ICC code to continue with the SIM duplicate process.
The customer is informed that we will proceed to verify his identity, requesting the consent of his biometric data and he is asked to have his identity document at hand.
It confirms that the customer's identity has been successfully validated and will start the process of duplicating the customer's SIM card.
