Biometrics And Beyond For Call Centers


The latest Call Center Commerce Tracker looks at how call centers are using artificial intelligence (AI) and MFA biometrics to keep customers satisfied and safe, as well as new voice and visual trends.

One of the biggest changes is that call centers are moving away from knowledge-based authentication (KBA) methods like passwords and PINs and employing methods with multi-factor authentication (MFA). According to a survey by TRUSTID, this year, 17 percent of call centers plan to replace KBA methods with MFA, double the figure (8 percent) from 2018.

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