Guide for Financial Institutions
The New Standard for Contact Center Security
How next-gen authentication is stopping fraud and streamlining service
Contact center fraud is rising fast – and legacy authentication methods are no match. U.S. consumers reported $12.5 billion in fraud losses in 2024, with voice scams now the second-most common fraud channel.
Today’s attackers use AI-driven tech to bypass outdated verification systems like passwords and security questions. The result? Longer calls, higher costs, and greater risk for financial institutions.
This eBook explores how credit unions and community banks can modernize contact center security with AI-powered Caller ID verification and device-based biometrics – stopping fraud before it even reaches the agent, while delivering a smoother customer experience.
What’s inside?
Why voice fraud is spiking
A breakdown of how AI-driven tools like voice cloning and spoofed caller IDs are making phone-based fraud harder to detect.
Where legacy authentication fails
Why passwords, PINs, and security questions are no longer effective - and how they create friction for your customers.
AI-powered Caller ID verification
How AI-powered Caller ID tools validate the caller’s identity in real time - before the agent even picks up.
Biometric authentication
How your institution can use the biometrics members already trust - like Face ID or fingerprint - for secure, passwordless verification.
Implementation guidance
Practical guidance on layering modern authentication tools into your existing systems with minimal disruption.
Strategic value for leadership
How modern voice authentication reduces fraud losses, shortens call times, and aligns with regulatory expectations
“The only way we’re going to compete with AI fraudsters is to combat it with AI itself. With interface.ai’s industry-unique authentication approach, we are now using the same type of security technology as the Mastercards and Visas of the world – in our own contact center. “
Todd Link | Chief Risk Officer
