The Keesing Service Desk Spotlight: Their Role in Identity Verification
In today’s fast-paced digital world, organizations rely heavily on automated identity verification tools to streamline onboarding, reduce fraud risk, and comply with regulatory requirements. Keesing AuthentiScan is one such solution that enables quick and secure document checks. But what happens when automation isn’t enough? When a document scan raises a red flag, that’s where Keesing’s ID Document Service Desk steps in.
From Scanner to Specialist
The typical process begins with an AuthentiScan scanner capturing an image of an identity document. If the system detects inconsistencies or is unable to determine authenticity with high confidence, the document is flagged as doubtful. This triggers a second-line verification handled by Keesing’s dedicated Service Desk team.
These experts—real people with in-depth knowledge of international ID standards—step in to manually assess the scanned image. Their role is to determine whether the issue stems from a genuine concern (like fraud) or a more benign factor such as a low-quality image or system misread.
“You have to remember, we’re not looking at a physical document,” one service desk team member explained. “It’s a digital file, and we rely heavily on image quality and digital security features to make a proper assessment.”
Inside the Keesing Service Desk Workflow
Once a document is flagged, the Keesing Service Desk starts by reviewing key components like:
- Image quality and scan feasibility
- Security features present in the digital document
- Machine Readable Zone (MRZ) for data cross-checks
- Available UV, IR, and other scan layers, depending on the product version
If a document doesn’t meet the necessary quality standards—such as lacking an MRZ or having a dark UV scan—the team may be unable to verify its authenticity. In such cases, their job is to inform the client of the result and provide expert feedback. For Dutch and Belgian customers, this often involves a direct call. For others, communication takes place via the secure client portal, also known as the “common box.”
Challenges Behind the Screens
While the work may sound procedural, it’s anything but routine. The Keesing Service Desk regularly faces challenges such as:
- Poor image quality: Sometimes, documents are not placed correctly in the scanner, resulting in low-quality scans that make accurate verification difficult.
- Time pressure: During peak times, verifying large volumes of documents while maintaining accuracy can be demanding. However, the service desk follows a clear business procedure to complete each verification within a certain time frame, ensuring a thorough and reliable check every time.
- Managing expectations: Clients may assume that any document can be checked instantly, but this isn’t always realistic given document complexity and scan quality. To support a smooth process, the service desk proactively contacts clients when needed to request higher-quality scans and ensure accurate verification.
Expertise That Makes a Difference
Despite the hurdles, the Service Desk’s work can have a real-world impact. In one notable case, the team identified a fraudulent ID while the person using it was still present at a client’s location. The alert was flagged in real-time, and although the Service Desk cannot provide legal instructions, they supported the staff by advising them to remain calm and follow the protocol they have in place. Police were notified and arrived promptly—thanks to the Service Desk’s vigilance and quick communication, a suspected identity fraudster was safely apprehended.
Another example involves a customer who began with our AuthentiScan Lite package. It provided solid foundational protection, successfully detecting many flagged documents. But as their needs grew, they upgraded to the premium version, offering a higher number of automated checks that adhere to the required security level, in addition to another layer of protection by implementing expert human review into the verification process. Soon after installation, several sophisticated fake documents were detected. The combination of deeper automation and human oversight shows how the premium tier builds on the lite version’s strengths to address more complex and high-risk scenarios.
What Happens Next?
It’s important to understand that the Service Desk’s role is limited to determining document authenticity. What a company chooses to do with that information—whether it’s rejecting an application, escalating to internal security, or contacting law enforcement—depends entirely on their own internal protocol. Keesing’s Service Desk operates as a neutral, professional verifier, providing the clearest possible assessment based on international standards and best practices.
In conclusion, the nuanced judgment of trained document experts enhances automated tools like AuthentiScan to the next level. Automation handles the heavy lifting—but when decisions require deeper context, Keesing’s Service Desk steps in, working together with our technology to help our customers make the right call, every time.
Keesing AuthentiScan is an automated document verification solution. It improves the customer onboarding experience by performing quick, accurate, and streamlined checks. It also allows organizations to prevent fraud and stay compliant with regulations.
To see our brochure or get a free demo, click the button below or email us at sales@keesingtechnologies.com and we will be happy to help you.
