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Safeguard Customers` Online Purchases

Voice use case - Safeguard Customers' Online Purchases - high-level overview

Combating online fraud and safeguarding customer purchases is key when you have an e-commerce business.

One of the common fraud scenarios is a cyber-criminal stealing your customer`s personal information and making unauthorized transactions. Avoid this by securing your platform with two-factor authentication (2FA). Authentication should be done using the account details: account name and password and a possession (a phone number to which the customer will receive a one-time PIN for this transaction). 

To implement 2FA, a customer has to enter their phone number during registration. Next, they need to enter the one-time PIN sent to that phone number. Each time your customer wants to make a purchase, another one-time PIN will be sent to the phone number entered during the registration. To finalize the purchase, the customer has to enter the PIN.

Also, 2FA should be used whenever your customer attempts to change their current mobile number or other personal data on the account.

This use case shows you how to send 2FA PIN using a voice call and our Text-to-speech (TTS) API. TTS converts a written message into an audio file to be played to your customers.

Process Workflow

Voice use case - Safeguard Customers' Online Purchases - process workflow

Implementation Steps

1. The client generates a one-time PIN using their own system and then uses Infobip API (to deliver the PIN to their customer).

2. Sending a one-time PIN to the customer using a Voice call:

POST /tts/3/advanced HTTP/1.1
Host: {base_url}
Authorization: Basic QWxhZGRpbjpvcGVuIHNlc2FtZQ==
Content-Type: application/json
Accept: application/json
         "from": "38733777777",
         "destinations": "to": "38761111111",
          "text": "Your PIN is 8,1,7,7. I repeat, your PIN is: 8,1,7,7.",
         "language": "en",
         "voice": {
            "name": "Joanna",
            "gender": "female"

Enter your business` phone number in the from (sender) field of the HTTP request so your customer knows who`s calling.


Please keep in mind that Voice can only use numeric senders, and the way the sender’s number is displayed depends on the voice route capabilities.

The destinations field is where you enter your customer`s phone number.

The text field should contain the message you want to send to your customer; in this case, that would be the PIN value.

The message for the registration process could read something like this:

“To finalize your registration process, please enter the following PIN: 8,1,7,7. I repeat, your PIN is 8,1,7,7.”

Once the customer has made a purchase using your platform, the message could be:

“To validate your purchase, please use the following PIN: 9,0,8,1. I repeat, your PIN is 9,0,8,1.”

Select the language and gender for the voice that will be used. Our platform supports more than 100 languages and voices.

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