Contact centers give banks a unique opportunity to interact with their customers. Get it right, and they can win a customer for life. But banks have to perform a delicate balancing act. They want to enable frictionless and convenient customer experiences while simultaneously protecting against a broad range of threats across a variety of channels and locations. Safeguards are necessary to keep criminals at bay, but too many barriers risk poor experiences that alienate customers at a time when it has never been easier to switch banks.
Fortunately, the right security tools can help. Authentication and fraud prevention are two sides of the same coin. Artificial intelligence (AI) can give customers frictionless authentication that immediately recognizes them and greets them by name. The same AI can prevent fraudsters seeking to drain a customer’s account.