Balancing the member experience and security is a delicate balance for contact centers. Having to ask too many questions to verify a member’s identity can both cause dissatisfaction and increase the potential for a fraudster to breach security and gain access to a member’s information.
Instead, credit unions should consider implementing passive voice authentication for their call centers.
Milind Borkar, founder and CEO at Illuma, and Pete Lopez, vice president of information technology at $1.6 billion asset TruWest Credit Union in Scottsdale, Ariz., explain passive voice authentication, its benefits, and what’s being done to address the potential for cloned voices created by generative artificial intelligence.
Borkar and Lopez addressed the 2023 CUNA Operations & Member Experience Council and CUNA Technology Council Conference in Denver.