{"id":35915,"date":"2022-06-06T13:59:04","date_gmt":"2022-06-06T13:59:04","guid":{"rendered":"https:\/\/veridas.com\/?p=35915"},"modified":"2025-01-08T10:15:01","modified_gmt":"2025-01-08T10:15:01","slug":"voice-biometrics-the-solution-for-call-centers","status":"publish","type":"post","link":"https:\/\/veridas.com\/en\/voice-biometrics-the-solution-for-call-centers\/","title":{"rendered":"Voice biometrics: the solution for Call Centers"},"content":{"rendered":"\t\t
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If you watch the video that precedes these lines, you have identified yourself with this situation. Why? Because it is a natural and everyday situation: we have all suffered, and continue to suffer, this type of eternal process when we call the customer service line of our telephone company, our energy or electricity company, or our insurance company.<\/p>

Identity verification processes like this one we have just heard can take almost 2 minutes as long as everything goes right the first time. But, beyond the negative experience we have accumulated as customers, which is no small thing, what are the potential business implications for companies that delegate the verification of their users to methods like these?<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Risks faced by the insurance industry<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Let’s put some facts on the table:<\/p>

One of the world’s leading market research firms, LexisNexis, recently published a <\/span>study on identity management in the insurance sector<\/a>. This study emphasizes the security and customer experience impacts caused by bad practices in terms of identity verification, not only in call centers.<\/span><\/p>

On the one hand, it is estimated that <\/span>18% of policyholders were victims of identity fraud in 2020<\/strong>, either through account theft or fraud in contracting. The thought that almost one in five customers in the insurance sector has been subject to identity fraud should alarm us all.<\/span><\/p>

On the other hand, almost <\/span>7 out of 10 respondents said that digitalization had led to increased fraud<\/strong>. In other words, a large majority of respondents were reluctant to incorporate digital methods because of what they saw as an open door to fraudsters. What is the point of all of us making efforts towards a bigger and better digital transformation if our customers may perceive it as harmful?<\/span><\/p>

At Veridas, we have always stated that <\/span>no total and effective digital transformation will be without a real identity<\/strong>. If we cannot implement secure and private processes to corroborate an identity in the digital world, there will always be an uncovered link in the chain.<\/span><\/p>

In summary, we find ourselves in a scenario in which three significant challenges or risks concur:<\/span><\/p>

  1. To begin with, high exposure to fraud<\/strong>. Apart from the data we have just shown, we all have in mind recent news of identity theft in banks, massive leaks of personal data on social networks such as Facebook, false identities on Twitter, or even fraud in e-commerce sites as apparently innocuous as Wallapop.<\/li>
  2. On the other hand, and what is perhaps most evident to everyone’s eyes, a worsening of our customers’ experience<\/strong>. The need to prevent any digital fraud has meant deploying increasingly complex verification processes based on multifactor authentication strategies. We have nothing against this, as long as a multifactor plan does not involve accumulating unfriendly and not very robust authentication methods, such as question-based methods or digital tokens, like OTPs.<\/li>
  3. Finally, it seems necessary to highlight how a landscape of inconsistencies in identity fraud prevention measures is emerging<\/strong>. Companies plan the various customer communication channels as separate, watertight silos, applying ad hoc measures. This leads to inconsistencies in anti-fraud effectiveness, with different levels of security depending on the channel. This is, for the most part, due to the impossibility of finding a method or methods applicable to any channel in a robust and convenient way for the end customer.<\/li><\/ol>

    \u00a0<\/p>

    Because, what authentication methods exist today? Let’s take a brief look.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

    \n\t\t\t\t\t\"Veridas<\/a><\/span>