October 3, 2018
The Future of Voice, Fraud, and the Impact to CX | A Recap
Voice is growing out of the call center, out of…
Although the life insurance industry is known for its strong fraud teams, most detection efforts are focused on claims fraud. In 2015, several of the top US life insurance agencies discovered another type of fraud vulnerability: account takeover attacks that originate in the call center.
By proactively implementing a real-time solution to detect fraud and authenticate customers over the phone, one top five life insurance agency was able to stop call center account takeovers while protecting their brand reputation and improving customer experience.
This case study examines how this life insurance agency employed Pindrop’s solution to identify reduce fraud, reduce brand reputation risk, reduce call center costs, and improve customer experience.