{"id":24171,"date":"2021-09-13T07:23:48","date_gmt":"2021-09-13T07:23:48","guid":{"rendered":"https:\/\/studio52.tv\/blog\/?p=24171"},"modified":"2025-12-16T11:16:07","modified_gmt":"2025-12-16T11:16:07","slug":"managing-fraud-and-friction-with-ivr-systems","status":"publish","type":"post","link":"https:\/\/studio52.tv\/blog\/managing-fraud-and-friction-with-ivr-systems\/","title":{"rendered":"Managing Fraud and Friction with IVR systems"},"content":{"rendered":"<p><span style=\"font-weight: 400; color: #000000;\">One of the banes to digital technology adoption in the retail banking sector is fraud. We are all aware of the growing trends of hacking and how people risk losing their money. Banks have taken several security measures to make our accounts digital safe and immune to hackers\u2019 attacks. Many technologies up gradation and integration are continuously happening to make our experiences with banks seamless and secure.<\/span><\/p>\n<p><span style=\"font-weight: 400; color: #000000;\">We will discuss some standard measures taken by banks to encounter fraud and friction with IVR systems here.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_72 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Content<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/studio52.tv\/blog\/managing-fraud-and-friction-with-ivr-systems\/#1_Reducing_Customer_Friction\" title=\"1. Reducing Customer Friction\">1. Reducing Customer Friction<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/studio52.tv\/blog\/managing-fraud-and-friction-with-ivr-systems\/#2_Integrating_IVR_and_Biometrics_to_challenge_fraud\" title=\"2. Integrating IVR and Biometrics to challenge fraud\">2. Integrating IVR and Biometrics to challenge fraud<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"1_Reducing_Customer_Friction\"><\/span><span style=\"color: #3791cf;\"><b>1. Reducing Customer Friction<\/b><\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400; color: #000000;\">By friction, we mean \u201ccustomer friction\u201d.Customer friction results when customer experience is adversely affected while purchasing a product, successfully using it, or deriving value.<\/span><\/p>\n<p><span style=\"font-weight: 400; color: #000000;\">Contrary to friction, the polar opposite is seamless.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400; color: #000000;\">Banks want to provide smooth, seamless experiences to their customers. Friction-free banking results in better brand image, longevity, profitability, and loyalty for banks.<\/span><\/p>\n<p><span style=\"font-weight: 400; color: #000000;\">So banks strive to provide seamless customer experiences during the opening of an account, paying bills online, phone banking transactions, identity verification, or calling the bank\u2019s customer care number to get answers to any queries.<\/span><\/p>\n<p><span style=\"font-weight: 400; color: #000000;\">IVR facilitates all these everyday customer experiences and help banks to acquire happy customers.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Integrating_IVR_and_Biometrics_to_challenge_fraud\"><\/span><span style=\"color: #3791cf;\"><b>2. Integrating IVR and Biometrics to challenge fraud<\/b><\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400; color: #000000;\">The user identification method in banks is vulnerable to account fraud. Due to advancements in technology, obtaining a card number and password is easy for fraudsters. As a result, the exposure to theft and outright theft for banks has gone up significantly.<\/span><\/p>\n<p><span style=\"font-weight: 400; color: #000000;\">Encountering this menace is challenging but not impossible. Banks are integrating biometric systems with IVR to create fraud-proof designs.<\/span><\/p>\n<p><span style=\"color: #0000ff;\"><strong><a style=\"color: #0000ff;\" href=\"https:\/\/studio52.tv\/blog\/experiential-marketing-with-ivr-in-the-hotel-industry\/\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #000000;\">Also Read-<\/span> <span style=\"color: #3791cf;\">Experiential Marketing with IVR in the hotel industry<\/span><\/a><\/strong><\/span><\/p>\n<p><span style=\"color: #3791cf;\"><b>3. IVR with Biometrics for secure banking transactions<\/b><\/span><\/p>\n<p><span style=\"font-weight: 400; color: #000000;\">Integrating biometrics with IVR is the answer to the double threat of friction and fraud that threatens the retail banking sector. This results in reducing friction, provide better customer service, successfully identify bonafide customers, increase the speed of banking transactions, lessening the threat of fraud, and finally improve the IVR-aided account verification process. Successful technology integration like combining artificial intelligence and machine learning to verify customer\u2019s faces and combining it with IVR systems to secure transactions is a revolutionary step in the retail banking sector.<\/span><\/p>\n<p><span style=\"font-weight: 400; color: #000000;\">If you want to know more about IVR in the banking sector, visit <a href=\"https:\/\/studio52.tv\/audio\/ivr-voice-over-recording\">https:\/\/studio52.tv\/audio\/ivr-voice-over-recording\u00a0<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>One of the banes to digital technology adoption in the retail banking sector is fraud. We are all aware of the growing trends of hacking and how people risk losing their money. Banks have taken several security measures to make our accounts digital safe and immune to hackers\u2019 attacks. Many technologies up gradation and integration&hellip;<\/p>\n","protected":false},"author":1,"featured_media":24172,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1347,1322,1330,1],"tags":[34,932,150,23],"class_list":["post-24171","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-banks","category-ivr-production","category-ivr-service","category-mediaproduction","tag-audio-production","tag-ivr-messages","tag-ivr-services","tag-ivr-systems"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Managing Fraud and Friction with IVR systems - Studio52<\/title>\n<meta name=\"description\" content=\"Studio52 crafts well-targeted IVR messages for banks and financial institutions that reduces friction leading to enhanced customer friction.\" \/>\n<meta name=\"robots\" content=\"index, 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