Knowledge-based authentication is a big part of many institutions layered security strategy for securing the phone channel, and typically involves a CSR apologizing before asking customers somewhat personal questions to confirm their identity.
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Experian has a new product that will at least cut out the apologizing part, and likely reduce call center operations costs, call time, and potentially shorten wait times as the time-consuming KBA process is handled by Adeptra’s interactive voice response engine.
Dubbed Knowledge IQ, the product is already live in a top five U.S. bank, Experian says, and can be utilized for both inbound and outbound calls.
