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Using Voice Biometrics in the Call Center to Combat Digital Fraud

Blog: Customer Experience Management Blog - KANA Software

The rollout of chip-and-PIN cards is designed to help prevent counterfeit acts associated with credit card fraud and theft.

Even still, online fraudulent purchases, a.k.a. “card not present” (CNP) fraud, remains a significant issue. For example, the market has seen chip-and-PIN adoption in the U.K. and Australia / New Zealand be followed by a sharp increase in CNP fraud.Steve_Williams_resized.png

It begs the question: Is there anything banks can do to protect against this surge? The answer is yes—right in a company’s own call center—with voice biometrics.

Forward-thinking banks can use voice biometrics to screen live calls against a fraudster database to detect fraudsters, even when they properly answer security questions.

As the call center detects a fraudster’s voice, it can flag that card account as “compromised” and put a halt to the interaction. Then, should the fraudster persist by going online to shop, purchases can be swiftly rejected.

Sound interesting? There’s more. I recently spoke with Payments Source for the article titled “Biometrics in the Call Center Can Combat Digital Fraud.” Learn more by clicking here.

The post Using Voice Biometrics in the Call Center to Combat Digital Fraud appeared first on Customer Experience Management Blog.

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