Overview

Use CLEAR within Amazon Connect to create identity-backed workflows for any user population, including customers, employees, members, patients, citizens, contractors, and partners.

With CLEAR + Amazon Connect, organizations can verify user identities before connecting callers to agents or initiate verification during an active call when additional identity assurance is required.

By replacing traditional security questions with biometric identity verification, organizations can improve security, reduce average handle times, and create a more seamless user experience.

Whether supporting customer service, employee help desks, account recovery, benefits administration, healthcare services, government programs, or fraud prevention workflows, CLEAR helps ensure the individual interacting with your organization is the correct person associated with the user record on file.

How It Works

CLEAR and Amazon Connect have distinct responsibilities within the identity and contact center workflow.

CLEAR Responsibilities

Identity Verification

Identity verification requirements are determined by the settings configured within each project. To review the verification settings enabled for a specific project, navigate to the CLEAR Console.

CLEAR maintains a baseline identity assurance standard that requires verification across the following components at a minimum:

Biometric Verification
Document Verification
Source Validation

Projects may also be configured with additional verification controls to increase the level of identity assurance based on business or regulatory requirements.

User Profile Matching

In addition to verifying a user's identity, CLEAR assists with matching verified users to the user records you maintain within your systems. We refer to this process as User Profile Matching.

User Profile Matching is a critical component of the identity lifecycle. It helps ensure not only that a user is who they claim to be, but also that they are correctly associated with the corresponding user record in your environment.

Once a match has been established, CLEAR and Amazon Connect work together to map and store the CLEAR User ID against the user profile. This persistent identifier enables streamlined authentication and verification experiences for returning users while maintaining a high level of identity assurance.

Known User Key Flow

When a user interacts with CLEAR for the first time within your environment, they complete a full identity verification. As part of this process, CLEAR facilitates User Profile Matching and establishes a persistent association between the verified user and their corresponding user record by storing a CLEAR User ID.

Once this interoperable identifier has been established, future verification sessions can leverage the Known User Key Flow. In these experiences, users may only need to submit a selfie while CLEAR continues to perform identity proofing and security validation behind the scenes.

This enables returning users to complete verification in seconds while maintaining a high level of security.

Amazon Connect Responsibilities

Contact Flow Orchestration

Amazon Connect provides the workflow platform where organizations can determine when identity verification should occur throughout the user journey.

Verification can be triggered before connecting users to agents, during high-risk workflows, or at any point where additional identity assurance is required.

This flexibility enables organizations to support a variety of use cases, including customer service, employee help desks, account recovery, healthcare interactions, government services, benefits administration, and fraud prevention workflows.

Session Initiation

Amazon Connect initiates CLEAR verification sessions and delivers verification links to users through SMS.

Users complete verification on their mobile device while remaining connected to the contact center experience.

Intelligent Routing

Amazon Connect can route users based on verification outcomes and user attributes.

For example, verified users can be routed directly to agents, specialized support teams, fraud investigation queues, VIP workflows, or other experiences defined by the organization.

User Profile Management

Amazon Connect stores and maintains user profile information, including the CLEAR User ID required to support future Known User Key Flows.

Agent-Initiated Verification

In addition to pre-agent verification, Amazon Connect can enable agents to trigger a CLEAR verification session during an active interaction.

This capability supports step-up authentication use cases where additional identity assurance is required before completing a sensitive action.

Examples include:

Password Resets
Account Recovery
Profile Changes
Benefits Administration
High-Value Transactions
Fraud Investigations
Privileged Account Access
Employee Help Desk Requests

Once the user completes verification, the results are surfaced back to the agent, allowing the interaction to proceed securely.

Use Cases

Pre-Agent Verification
Agent-Initiated Step-Up Authentication
Employee Help Desk Authentication
Password Reset
Account Recovery
Benefits Administration
High-Risk Transaction Approval
Fraud Prevention
Multi-Factor Authentication
Callback Verification
VIP User Routing
Compliance and Audit Workflows

Availability

Works With

Amazon Connect
Amazon Connect Contact Flows
Amazon Connect Customer Profiles
AWS Lambda
Amazon SNS

How to Use

1. Configure CLEAR Credentials

Provide the following CLEAR configuration values within your Amazon Connect implementation.

Required Credentials

Establish Identity Project ID
Known User Key Project ID
API Key

Custom Field

Internal user identifier (Employee ID, Member ID, Customer ID, Patient ID, Citizen ID, or another unique identifier)

User Profile Information

First Name
Last Name
Date of Birth (if available and applicable)

Providing user profile information improves User Profile Matching accuracy and helps establish the user-to-record association required for future Known User Key Flows.

2. Configure Amazon Connect Workflows

Configure your contact flows and supporting services to:

Initiate CLEAR verification sessions
Deliver verification links via SMS
Route users based on verification outcomes
Store CLEAR User IDs within user profiles
Surface verification results to agents

3. Validate in a Test Environment

Validate the end-to-end experience, including:

Initial identity verification
User Profile Matching
CLEAR User ID storage
Known User Key Flow routing
Agent-initiated verification
Verification result delivery to agents

4. Launch

Once testing is complete and the workflow has been validated, deploy the solution to production and make CLEAR verification available to your users.

Considerations

Reduced Handle Time: Verify users before they reach an agent and eliminate repetitive security questions.
Improved Security: Replace knowledge-based authentication with biometric identity verification.
Returning User Optimization: Returning users can complete reverification in seconds using the Known User Key Flow.
Flexible Deployment: Verification can occur before agent connection or during active interactions.
Broad Applicability: Support customers, employees, members, patients, citizens, contractors, and other user populations through a single verification platform.
Seamless User Experience: Users complete verification on their mobile device while remaining connected to the contact center experience.

Resources

CLEAR Console

Amazon Connect