Every convenience you provide to your customers creates a potential vulnerability that a hacker could exploit. That’s just the truth, sorry.

IVR authentication is an important layer of security for the self-service options you offer callers with an IVR system. Without it, an attacker could easily impersonate a victim, call your IVR, access account information, move money, or update address information.

In other words, weak IVR authentication allows for identity theft, not to mention the risks it poses to sensitive business data.

At some level, most consumers understand why a strong authentication process is necessary – but they don’t have unlimited patience. There are only so many hoops they are willing to jump through before the process starts to scratch them.

In this post, I’ll show you some strategies to square the circle and provide a solid IVR login without disrupting the customer experience.

The challenges of user-friendly IVR authentication

The key issue is balancing high security with easy user interaction. If an IVR can’t quickly validate a caller, the caller loses patience and hangs up. This is of particular concern in call centers where call abandonment heralds a drop in customer satisfaction.

SEE: Learn how to calculate the call abandonment rate.

Callers don’t want to enter long strings of numbers, navigate complex menus, or give sensitive information audibly. This is inconvenient, cumbersome and many callers find it intrusive.

Each additional step you add to the authentication process makes it stronger, but also increases the chances of user or system error. Automatic voice recognition is powerful, but can misinterpret accents, regional dialects, or background noise. When users have to say key information like account numbers, there’s room for misunderstandings. Having to repeat authentication attempts frustrates callers.

Advances in natural language processing have improved IVR capabilities, but even the most advanced conversational IVR can misinterpret voice commands.

SEE: Learn about the real-world benefits of conversational IVR.

For contact centers where the IVR is integrated with other channels, there are more things that can go wrong for users and more potential security vulnerabilities. Seamless channel integration is more of an aspiration than a reality for many contact centers. You will need to ensure that customers are not forced to re-authenticate after being transferred from the IVR to another channel.

Strategies for non-intrusive IVR authentication

So how do companies walk the line between security and ease of use in their contact center? It comes down to designing an IVR authentication system that is intuitive and smart, with simple instructions and clear instructions that leave no room for error or confusion.

You may already be familiar with some basic authentication methods such as 2FA and MAEtwo-factor authentication and multi-factor authentication respectively. These tools use quick security checks that don’t overwhelm the user. But there are more advanced technologies out there too.

Here are some of the authentication strategies and options that can help authenticate users in a fast, intuitive and secure way.

Biometric authentication

In an IVR system, biometric authentication uses unique physical characteristics, such as voiceprints, to verify the caller’s identity. Done right, the advantage of this method is its speed. Biometric authentication eliminates the need to remember passwords or PINs.

To make this as unobtrusive as possible, companies can use voice biometrics that seamlessly analyze the caller’s voice during the conversation, thereby authenticating the user without interrupting the flow of interaction.

Keyboard input

A traditional method, this strategy can be innovated by adding smart pauses, where the system waits for a natural pause in the conversation before asking for a PIN or password.

Businesses can also allow callers to use a smartphone app or website to log in, bypassing keyboard input altogether. This approach is for users who are uncomfortable saying their passwords out loud or in noisy environments.

Two-factor authentication (2FA)

IVR systems can send a one-time password (OTP) to the caller’s phone or email, which they then enter into the IVR system to gain access. while two-factor authentication it adds an extra step, significantly increases security, and can be simplified by making sure your code is short and system requests are clear.

Multi-Factor Authentication (MFA)

Multi-factor authentication is the same idea as 2FA, but MFA will use at least two factors to validate a user, and often more. MFA typically uses OTPs that can be sent across multiple devices or online accounts, and may also use PINs or biometrics.

OTPs should have a reasonable expiration time. Incorporating a feedback loop where callers can request more time or a new code if needed can greatly improve the user experience.

Behavioral analysis

This is not so much a verification method as a security protocol that runs in the background. It is an advanced strategy that involves analyzing caller behavior patterns, such as typical call times or common types of transactions, to flag any unusual activity.

Preventing fraud and strengthening security is just one reason why a good call center IVR system comes with analytics tools. You can learn a lot about customer sentiment, buying patterns and new pain points.

SEE: Find out the latest improvements with call center IVRs.

The best aspect of this additional layer of security is that no action is required on the part of the caller. You can keep them and their data safe without making them jump through another hoop.

Track IVR login

Maintaining an IVR authentication system means overseeing security, ease of use, and overall performance. Regular monitoring and updates are essential to ensure the system runs smoothly and remains user-friendly.

Here are some simple ways to stay on top of your IVR login maintenance:

Regular testing and security audits: Routine automated IVR testing it is a must for all systems. Either you or a third party should handle this. Additionally, perform periodic security audits in addition to regular testing to highlight potential vulnerabilities or outdated features. These checks ensure that your authentication process remains strong and up to date with the latest security standards.

Customer feedback and surveys: Surveys or feedback forms it can help you understand what’s working well and where there may be room for improvement. This feedback gives you a clearer picture of any steps that might slow users down or cause confusion.

Tracking Key Values: Keep an eye on call center values such as call abandonment rates, average handling time and success rates of authentication attempts. These numbers show how the authentication process affects the customer experience and can help identify areas for improvement.

Voice recognition tuning: Voice recognition software doesn’t always understand every voice perfectly, so it’s useful to review and adjust it regularly. Training a conversational IVR in the latest industry jargon or regional dialects of new markets will increase its accuracy and provide a smoother process for customers.

Compatibility checks between channels: If customers can log in through multiple channels, such as mobile apps or online platforms, it’s a good idea to check that everything works seamlessly between these options. Users can switch between channels seamlessly a great way for contact centers to provide a better customer experience.