Using automated caller authentication to transform the customer experience

Posted on: March 13th, 2013 by Art Barger

There’s always been this notion that once a process or system is automated, the people who once performed that task will soon be out of a job. While some tools have certainly earned that reputation, when it comes to automating customer authentication over the telephone, it’s not about replacing people. Rather, it’s about proactively detecting spoofing risks, reducing call center expenses, and transforming authentication into a positive customer experience.

When caller authentication is not automated, this means contact center agents must perform a number of steps to verify that the caller is who they say they are. As we know, security questions are a drawn out identity-interrogation process that requires banking customers to answer a bunch of personal questions that can be beaten by clever social engineers.

Ultimately, this process drives up average call handling (ACH) times, increases operating costs, and can damage the important bank-customer relationship. And because personally identifiable information (PII) is not predictive of identity, knowledge-based authentication (KBA) methods, when used alone, can actually create a false sense of trust that puts company data and customers at risk.

A security tool like the TRUSTID® Physical Caller Authentication solution, however, automatically authenticates the caller using a combination of three core components, including:

  • Telephony databases (e.g., local number portability, numbering plans, carrier / line attributes, billing data, routing tables, HLR data, LERG tables, geospatial data, carrier and switch data)
  • Real-time telephone network forensics (e.g., call progress, call messages, network tones, SS7 and SIP signaling, DSP audio energy and voice analysis tools)
  • Specialized analytics (real-time delivery of proprietary credential scores that enable enterprise risk decisioning, customer-specific reason codes, caller data and reports for custom risk model and scoring)

Automatically validating the caller before the phone is answered doesn’t eliminate jobs, it provides stronger customer authentication while streamlining customer service.

What I mean by this is instead of using up valuable time and resources questioning customers over the telephone, call center agents are now free to immediately begin servicing and selling good customers at the initial “golden minute” of the telephone call.

By undetectably authenticating customers through their calling party numbers, TRUSTID helps financial institutions lower customer authentication expenses, reduce the cost of fraud as a result of telephone-based social engineering, and gets call center agents selling and serving customers, not identity-interrogating, which in the end can transform the overall customer experience.