Honey Badger

Introducing Silent Authentication+ in Live Chat

Administrator
Article

Love it or hate it, live chat plays a critical role in enabling businesses to handle customer support issues or enquires at scale. At Honey Badger, we think it’s especially slick when it saves you making a phone call, waiting for an agent, explaining the problem, and then hoping they can help. Clicking a button and chatting directly with an agent just seems so much simpler?

But live chat isn’t always fun and games, especially when your interaction starts with a series of tedious steps to verify your identity. We get it, businesses need to know they’re dealing with the right person, especially when support requests may involve accessing personal data or making account changes.

From SMS OTPs to magic links and knowledge-based questions, we’ve seen all sorts of high friction methods for authenticating over live chat. Thankfully, Honey Badger’s Silent Authentication+ offers an unobtrusive solution that seamlessly integrates into live chat platforms. Let’s take a deeper look…

Understanding Silent Authentication+

Silent Authentication+ is Honey Badger’s innovative solution that harnesses the power of mobile network authentication to ensure you’re dealing with the right person. The benefit for live chat? It allows you to authenticate users without disrupting the flow of the conversation or burdening them with cumbersome security procedures.

Why is Silent Authentication+ perfect for live chat?

Seamless Integration: as soon as a user initiates a live chat Silent Authentication+ quietly begins its verification process in the background. It’s like a silent guardian, working its magic without making a sound or interrupting the conversation.

Building Trust: with immediate verification, agents can be confident that they’re interacting with genuine customers and verified account owners. This builds trust, streamlines discussions, and reduces potential risks associated with fraudulent interactions.

Preserving User Experience: what sets Silent Authentication+ apart is its intrusive approach that prioritizes user experience. Users no longer need to go through the procedure of answering a series of security questions or wait for One Time Passwords (OTPs). The conversation remains uninterrupted while Silent Authentication ensures that everything is in order.

How It All Comes Together

Chat started

As soon as a live chat is started, Silent Authentication+ gets to work. It might be silent, but it's quick and efficient.

Authentication triggered

Honey Badger quietly and swiftly interacts with the users device utilizing mobile network authentication. This entire process happens instantaneously and in the background.

Agent notified

Once the user’s authenticity is confirmed a discreet notification is sent to the chat platform. This allows customer service agents to see the verification status and ensures they are interacting with the verified account owner.

Backup Measures

In rare cases where Silent Authentication+ isn’t possible additional verification protocols can be automatically triggered to provide an extra layer of security.

The benefits for businesses that use live chat

Strengthening Brand Trust: By implementing security measures businesses can provide customers with the confidence that their data and interactions are well protected thereby strengthening trust and fostering loyalty.

Meeting Regulatory Standards: As regulations become more stringent it is crucial for businesses to adopt more secure authentication solutions like Silent Authentication+. This ensures that they stay compliant and stay ahead of the evolving landscape.

Enhanced Customer Experience: Seamless authentication eliminates frustration for users and results in quicker customer support resolution times.

Conclusion

Silent Authentication+ by Honey Badger transforms live chat authentication, striking a perfect balance between security, speed, and seamless user experience. To explore how Silent Authentication+ be added to your live chat, schedule a call with an expert or request a demo using the form below 👇.

Get a demo of Silent Authentication

Enter your email address and we’ll send over some times for a demo.

Honey Badger HQ

Subscribe to receive updates on new content

Related Posts

CloseMenu

Partner with us

Complete the form below and we’ll be in touch to kick off a discussion. 

Account Servicing

Stop fraud and improve customer experience during account servicing by eliminating SMS One Time Passwords (OTP). Instead, leverage phone based SIM authentication which involves comparing data generated by the Mobile Network Operator (MNO) with mobile device session data. This provides a foolproof way of proving that an individual is in possession of their two-factor device.

Benefits

This new approach to authentication isn’t susceptible to SIM swap attacks and doesn’t require the user to enter a password. Ultimately, account takeover attacks are blocked, while customer experience is improved and the time taken to service a request us reduced.

Made for

 LENDERS   ONBOARDING   AUTHENTICATION 

Get started via

 EMBEDDABLE WIDGET   API 

Pricing

 PAY PER AUTHENTICATION 

Request a demo

Contact Data Cleaning

Contact Data Cleansing verifies that the contact and personal information you hold isn’t out of date or inaccurate. Data is compared against the information held on file by Mobile Network Operators (MNOs). Whether processing a single record or sanitising thousands of records in batch, you’ll quickly identify bad data.

Benefits

The case for maintaining up-to-date records goes way beyond good practice for compliance and regulatory reasons. It’s critical to ensuring customers are contactable. Furthermore, it reduces security threats by ensuring communications aren’t sent to the incorrect individuals.

Made for

 LENDERS   FINTECH  KYC 

Get started via

 WEB INTERFACE   API 

Pricing

 PAY PER RECORD CHECK 

Request a demo

SIM Swap Detection

SIM Swap Detection is a critical step in stopping account takeover. Why? Because account takeover attacks commonly exploit the ease of which a phone number can be stolen by simply assigning it to a new SIM. This allows bad actors to intercept communications, such as SMS one-time-passwords (OTP), which are used by 93% of enterprises worldwide to verify customers.

Benefits

SIM Swap Detection instantly and silently checks the history of a SIM card to see when it was last swapped. Recent swaps indicate high risk of fraud, allowing you to take appropriate action, such as failing verification or requesting additional security procedures are followed.

Made for

 FRAUD PREVENTION

Get started via

 WEB INTERFACE   API 

Pricing

 PAY PER SIM SWAP CHECK 

Request a demo

Social Trace

Social Trace significantly reduces the risk of losing contact with your customers by diversifying communication channels. Simply drop the Social Trace widget into your onboarding workflow and allow customers to connect one or more social channels with just a click.

Benefits

Lenders who capture social channels are significantly less likely to lose contact with their customers. Why? Because different demographics prefer to engage over different channels. This is particularly important when it comes to collections. Initiating contact over different channels increases your chances of getting a response, which in turn increases the likelihood of resolving late or non payment. 

Made for

 LENDERS   ONBOARDING   COLLECTIONS

Get started via

 EMBEDDABLE WIDGET 

Pricing

 MONTHLY FEE 

Request a demo

Mobile Fraud Check

Mobile Fraud Check allow you detect fraud indicators using data provided by Mobile Network Operators (MNOs). Key checks include device overseas, call forwarding, SIM swap, a high risk number database lookup and much more.

Furthermore, Mobile Fraud KYC allows you to verify a person’s firstname, lastname, date of birth and postcode against the data held on file by MNOs. Since MNOs conduct their own KYC checks on new customers, it gives you the ability to match personal information you collect against a trusted and verified source.

Benefits

Mobile Fraud Checks happen instantly and with zero customer friction. The data held by MNOs is often more recent and reliable than other data sources and a level of granularity is provided,  allowing you to see how many and which KYC fields matched.

Made for

 LENDERS   ONBOARDING   FINTECH  RISK ANALYSIS

Get started via

 WEB INTERFACE   API 

Pricing

 PAY PER LOOKUP 

Request a demo

Mobile Data for Credit Risk

Mobile Data for Credit Risk delivers the data required to predict credit risk based on a persons mobile phone information. Key data attributes include the network provider, line type, and KYC match information. Working in partnership with lenders we’ve been able to clearly identify correlations between this data and the likelihood of a loan going into arrears.

Benefits

Open Banking Vs Mobile Data. Which is the most effective in predicting bad borrowers? A recent project with a UK lender compared a risk model built with Open Banking against a model built with Honey Badger’s Mobile Data. The results showed that both models outputted almost identical risk scores. The difference? Mobile Data could be deployed immediately with no customer friction required to calculate a risk score.

Made for

 LENDERS   ONBOARDING  RISK

Get started via

 EMBEDDABLE WIDGET   WEB INTERFACE   API 

Pricing

 PAY PER LOOKUP 

Request a demo

Geo Authentication

Geo Authentication™ provides frictionless identity verification that reduces abandonment rates. Users simply select images that they recognise from nearby to their address. In built anti-fraud controls ensure that valid users can complete the challenge whilst bad actors are blocked.

Benefits

Leading lenders such as Amplifi Capital use Geo Authentication during applications as an alternative to more intrusive identity verification checks, such as document uploads, that cause high friction and lead to increased dropouts. Completion rates with Geo Authentication are 28% higher and have subsequently helped drive an increase in revenue for the business.

Made for

 LENDERS   ONBOARDING   ACCOUNT RECOVERY 

Get started via

 EMBEDDABLE WIDGET   WEB INTERFACE   API 

Pricing

 PAY PER AUTHENTICATION CHECK 

Request a demo