When reach out to your online customer services, they probably expect that they won't physically meet the person they're chatting with. But they still need to know they've got a real person who is what they appear to be, as even in official situations you might need assurance of sincerity.
You can see this in some social media accounts that use the handle "TheReal " or some other language to distinguish themselves from fans and frauds. Even that might not be enough, though, and could leave people in suspense and massively inconvenienced.
This blog has touched upon this in the past, but it's still worth considering the way you can send messages that identify themselves as real. This can be especially noticed when a long-absent celebrity or media presence suddenly enters the Twittersphere.
Take Bob Dylan, for example. A Twitter account recently emerged that falsely labeled itself as the official account of the popular singer/songwriter, but it quickly admitted to being fake, as the International Business Times describes it.
Despite racking up thousands of followers in a relatively short span of time, as the International Business Times reports this account, @BobDylanTweets, seems to have been a fake designed to cash in on the fame of its namesake, vanishing after a mere three tweets. Twitter already has a system in which the "real" accounts can be identified through a blue checkmark, a system that experienced customer service reps will know about.
An internet answering service needs to anticipate that there might be some problems and imposters that can arise without any warning. Obviously you can't foresee every case where this could happen, but you can hire competent online professionals who can cut in and overpower the fraudsters, even when they seem to have resolved on their own.