Regula and Bernini.ai Enable Identity Verification at Key Moments in AI-Powered Customer Conversations
Regula, a global developer of identity verification solutions, and Bernini.ai, a Latin American provider of AI agents and agent management technology, are partnering to bring document and biometric identity verification into customer-facing AI conversations. Through the integration, AI agents powered by Bernini.ai’s DAFNE platform can invoke Regula’s technology whenever a customer’s identity needs to be established or reconfirmed, from onboarding to existing-account servicing and higher-risk transactions.
When a customer starts a conversation with a DAFNE-powered AI agent, the agent can support a range of interactions, from opening a new account to assisting with an existing one. When the business needs to establish or reconfirm who the customer is, DAFNE can invoke Regula Document Reader SDK and Regula Face SDK for document and biometric identity verification. DAFNE then uses the verification result to apply the organization’s rules and determine how the interaction should continue.
Identity verification can be triggered at different points in the customer relationship. During onboarding, it can establish a new customer’s identity. During later interactions, DAFNE can request a fresh identity check when a customer asks about an existing account or initiates an action that requires a higher level of assurance.
The joint solution is designed for regulated and transaction-intensive industries, including banking, insurance, telecommunications, and retail, where customer identity, business rules, and AI-agent actions need to work together within the same workflow.
Embedding Identity Verification into AI-Powered Customer Conversations
Before an AI agent can act on behalf of a person, the system needs reliable evidence of who that person is. Regula provides this identity verification layer through its complete solution built on Regula Document Reader SDK and Regula Face SDK.
Regula’s document verification technology is rooted in the company’s decades-long forensic expertise and goes beyond extracting data from an ID. Regula Document Reader SDK examines all document data fields and security features, then cross-checks the information to identify potential inconsistencies that could indicate fraud. Verification data can also be processed and re-verified on the server, providing an additional layer of assurance in a trusted environment.
Regula Face SDK then connects the document to its holder through face matching and uses liveness checks to confirm that a real person is present during verification.
AI agents are becoming a new channel through which customers open accounts, access information, and request transactions. At the moments that matter, the organization needs reliable evidence of who is in the conversation. Regula provides that evidence through document and biometric verification, while DAFNE determines when a check is required and how the workflow should continue. Together, we are bringing identity verification into AI-powered customer service across the customer lifecycle.
— Henry Patishman, Executive Vice President of Identity Verification Solutions at Regula
Governing AI agent actions
After Regula returns a verification result, DAFNE can use it as an input in its orchestration and decisioning logic. Based on the organization’s rules, DAFNE determines whether and how the workflow should continue, including which actions an agent can take at that stage.
Rather than relying on a single general-purpose agent, DAFNE uses specialized agents for different tasks. A shared control layer coordinates their interactions and applies the organizations’ authentication and authorization policies, business rules, security controls, data-protection requirements, and audit logging.
This allows organizations to define what individual agents can access and do, manage handoffs between them, and retain a trace of their actions. DAFNE can support customer interactions across various channels, including web and mobile, with Regula’s identity verification available wherever the workflow requires them.
For example, during onboarding, DAFNE can invoke Regula to establish a new customer’s identity. If that customer later submits a request involving an existing account that requires a higher level of assurance, DAFNE can invoke Regula again before the workflow proceeds.
Identity shouldn’t be something you verify once at onboarding and then forget about. Risk changes throughout the customer journey, and some actions require stronger assurance than others. We chose Regula because we share the same view: there is no room for guesswork about identity. Together, we want to show what trustworthy agent-driven customer journeys can look like in practice – and bring that model to more industries and markets.
— Tomas Alburquenque, CEO and Founder of Bernini.ai
To explore the technologies behind the partnership, learn more about Regula’s identity verification solutions and DAFNE by Bernini.ai.