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.
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.
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