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User authentication status

  • User is authenticated, accomplished behind the scenes via an integration (an action, not an intent)
  • User is authenticated, just tried to authenticate conversationally and succeeded
  • User is not authenticated and confronts an authentication trigger
  • User is not authenticated, just tried to authenticate conversationally and failed

Triggers for authentication

  • Whole experience requires authentication, so this is triggered at the start of the interaction.
  • Just-in-time authentication trigger examples
    • Entering secure chat
    • Asking for protected info
    • Initiating a transaction
    • Checking balances/due dates/credits

Authentication conversation

  • Explanation to user for why they need to authenticate
  • Options if the user doesn’t want to authenticate.
    • Exit
    • Subset: only offer an experience not requiring authentication
    • Repair
    • Persuade: try to convince them it is worth authenticating
  • Authentication procedure
    • Collect user info conversationally (e.g. username and password)
    • ​​If no account, then register
    • Link to external authentication page
    • Secret questions
    • Voice biometrics
  • Optional: Explanation of authentication success or failure

Embedded authentications (aka double authentication)

  • You might authenticate at multiple levels. For example, a user could authenticate with the Alexa service, and then also authenticate with a skill within the Alexa service. A CapitalOne banking skill within Alexa might need to do this.