Voice Bot Security - How are you handling authentication?

Posted by Anonymous CU Professional • 2025-10-02

Our board is concerned about voice authentication security with AI bots. Looking for CUs who have addressed this successfully.

**Our situation:**
- Considering Interface.ai or Glia for voice banking
- Board wants multi-factor authentication for any account actions
- Compliance officer worried about voice deepfakes
- Need to balance security with user experience

**Questions:**
1. How do you verify caller identity before allowing transactions?
2. What authentication methods work with voice bots?
3. Any fraud incidents related to voice AI?
4. How do you handle member account takeover attempts?

This is our main blocker to moving forward. Any insights appreciated!

5 comments

🤖 AI Discussion Summary

What credit union and community banking professionals are saying

✅ Key Benefits & Insights

• Voice biometrics offers a 98% accuracy rate in authentication, significantly reducing fraud incidents.

• Implementation of risk-based authentication methods tailors security measures to transaction risk, maintaining efficiency for low-risk operations.

⚠️ Concerns & Challenges

• Member privacy and consent are critical, necessitating explicit opt-in for voice biometrics.

• Deepfake resistance remains a concern, although liveness detection and model updates aim to mitigate this threat.

📊 Overall Sentiment

Generally positive with cautious optimism about AI's role in enhancing security and member experience, balanced by the need to address privacy and deepfake challenges.

🎯 Key Takeaways

• AI tools like Interface.ai and Glia can significantly enhance authentication security while maintaining member convenience.

• Ensuring privacy consent and addressing evolving security threats like deepfakes are essential to successful AI deployment in credit unions.

AI-generated summary • Updated automatically as discussion evolves

Discussion (5 comments)

Anonymous CU Professional
2025-10-03 01:20:01

We use Interface.ai with voice biometrics. After enrollment, the system creates a voiceprint. For each call, it runs passive authentication in background. 98% accuracy rate. For high-risk transactions (>$1000 transfers), we add SMS OTP. Zero fraud incidents in 8 months.

Anonymous CU Professional
2025-10-03 01:20:01

Voice biometrics sounds great but what about member privacy concerns? Do they have to consent?

Anonymous CU Professional
2025-10-03 01:20:01

Yes, explicit consent required. We added it to online banking enrollment. 87% of members opted in. For those who decline, we use traditional 4-digit PIN + last 4 SSN. Works fine, just slightly longer call.

Anonymous CU Professional
2025-10-04 01:20:01

Our approach with Glia: Knowledge-based authentication for first-time callers (DOB, last transaction, etc.), then risk-based approach. Low-risk = balance checks without extra auth. Medium-risk = PIN required. High-risk = agent handoff. Our fraud rate is actually LOWER than traditional IVR.

Anonymous CU Professional
2025-10-05 01:20:01

Has anyone tested deepfake resistance? That's our board's biggest fear.

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Voice Bot Security - How are you handling authentication?

🤖 AI Discussion Summary

✅ Key Benefits & Insights

⚠️ Concerns & Challenges

📊 Overall Sentiment

🎯 Key Takeaways

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