callcredit's fraud summit - customer experience stream
TRANSCRIPT
BALANCING THE CUSTOMER EXPERIENCE & FRAUD PREVENTION IN DIGITAL CHANNELS
#FraudSummit10
Chief Data OfficerCallcredit Information Group
Opening RemarksMARK DAVISON
THEMES THAT ARE MOVING OUR MARKETPLACE
Consumer awareness
Data
Regulation
Decisioning ecosystem is
evolving
THE MODELS ARE SHIFTING
New Sources• Device• ‘Me’• Other consumers• Open data• Increasingly
granular
Existing Data• High integrity• Very tied to physical
identity New ways to make
decisions
THE FAMILIAR CHALLENGE
Matching level of security with impact of fraudlayering simple checks to create confidence
This is becoming harder as we empower the consumers more, we also give them the ability to do daft things
Minimise Fraud
Maximise Pass Rate
SOCIAL MEDIA
Upgrading KBAAdding new challenge and response questions based on social network, including visual ones
Dark web monitoringTo ensure personal details have not been compromised
Proving identityProviding depth and content to thin files, defeating synthetic ID fraud
Personal reputationprotectionFor both consumers and their families
THE FAMILIAR CHALLENGE
IMEI
Location
Registered Accounts
INDIVIDUAL ASPECTS
Email Voice Fingerprint Face
Pre Sales & Delivery DirectorCallcredit Information Group
ROB COX
Interactive Fraud PlatformRobert Cox
Fraud Platform Elements
Customer Interaction Data / Service Decisioning
Workflow
Fraud Checks availableTag Service ID/AML Anti
ImpersonationFraud
ML Call ML BK Bank CL Card EM Email DI Device (IMEI) DP Device (Profile) MO Mobile # DV Document Validation SE Selfie check 3D CallValidate 3D (KBA) BC Bank Connect FR Fraud data AD NCOA PO Postal
Example Journey (Workflow)
Download App Device ok? Capture email EMDI / DP
Email ok?Doc Capture
Driving licenceBank Card
ML / BK / CL / MO
Data CaptureBank Details
Mobile #
Checks ok?Selfie
3D3D KBA
Fail
Suspicion
Pass
Fail
Fail
ALL OK
PostalFallback
SE
Chief Marketing OfficerYoti
CHRIS FIELD
Tackling fraud effectivelywithout sacrificing usability?
What’s the size of the problem?
- CIFAS FraudScapeReport 2016
What’s the size of the problem?
‘Fraud forces 5m to cancelcredit cards last year’(The Times, 19th September)
ow many of us use the same password more than once?
How well do we protect ourselves?
How do businesses tackle ID fraud now?
In person
Becoming less and less appropriate…
Can unqualified staff do the checks?
And do they always store them correctly?
Online, knowledge based systems
Easier for consumers•• Removes reliance on internal staff
BUT…
Do users like doing this?•
How many ‘false negatives’ are there?•
Could someone else know enough about me?•
How do we really know who people are?•
Biometrics
Match faces to documents•
Use multiple tools for strong authentication•
It’s what people want…•
BUT…
Is it always easy enough for people to use?•
Do people want to do it again and again?•
Is it really that robust?•
What if…?
I could verify myself once and then use it•
whenever I need to proof my ID?
A bit like a passport?•
But without the complexity of needing a•
Visa each time?
This is where Yoti started our journey
Prove who you are, simply by beingyourself…
!
!
!
No more carrying around documentsNo more form filling
No more passwords
Make it easy and free for individuals
And easy for companies to get started
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Here’s one I did a few mins ago…
Integrate into apps and websites
Give people plenty of reasons to use it
Prove their age Know who theyonline
meet
Prove their ID, online and offLogin to websites
Businesses proving their ID to customers
We talk a lot about how businessescheck customers but…
How do customerson the other end of
really know it’s a real businessthe phone or even at the door?
•
Should businessescustomers as well?
not be proving themselves to•
Adding organisational attributes to identities
Adding other attributes to identities
Tackling fraud - integrity of documents
Tackling fraud - ensuring ‘liveness’
Tackling fraud - keeping data secure
Clear set of guiding principles
! Encourage personal data ownership
! Enable privacy and anonymity
! Keep sensitive data secure
! Keep our community safe
Be transparent and accountable!
! Make Yoti available to anyone
Be good and do the right thing!
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Any questions?
www.yoti.com
@getyoti