NEW DELHI, INDIA: Experian, a global information services company has announced that it can deliver Knowledge IQSM services through interactive voice response systems. Full automation for both inbound and outbound calls is now a reality by leveraging Knowledge IQ, a challenge-question authentication product, through the latest automated interactive call technology. Experian has reached an agreement with Adeptra to begin providing the automated capability through their automated interactive technology, the virtual calling platform. The first collaboration has been implemented at a top-five financial institution.

“With this integration, institutions can implement, for the first time, a custom approach to identity authentication while still using and benefiting from automated technology,” said Gary Kearns, president, Experian’s Decision Analytics. “Through Knowledge IQ and automated interactive call technology, improvements will be realized in both a user’s risk-management and call center processes. Enhanced and custom fraud detection mechanisms and the automated delivery method can improve efficiencies and bottom-line results.”

Generating automated authentication questions for both inbound and outbound calls significantly reduces the need for manual operations and resources to verify an individual’s identity at a client call center. As a result, clients will gain call center operational savings, decreased call times and, potentially, shorter wait times for consumer interactions.

“Utilization of our virtual calling platform significantly reduces the time and, thus, cost associated with each customer contact,” said Lou Venezia, chief executive officer, Adeptra. “The ability to provide customized authentication with Experian’s Knowledge IQ helps clients use virtual calling to its best capability. The virtual calling platform improves, simplifies and expedites the customer interaction experience.”

Knowledge IQ is a knowledge-based authentication system that assesses fraud risk by calculating a Precise IDSM identity risk score and posing a series of credit and noncredit challenge questions to an individual. In doing so, Knowledge IQ enables an organization to authenticate the consumer and determine the level of identity risk associated with that individual and interaction.

Precise ID is a single-platform for fraud detection. Using extensive data, advanced analytics and flexible decisioning, Precise ID integrates a variety of specific fraud detection products, such as Knowledge IQ, to be utilized as needed across the Customer Life Cycle.

Experian’s Decision Analytics business combines data intelligence, analytics, software and consulting to provide credit risk, identity and fraud solutions that can help clients increase profitability and improve performance. Its enterprise-wide decisioning capabilities enable clients to manage and optimize risk; prevent, detect and reduce fraud; meet regulatory obligations; and gain operational efficiencies. Trusted by leading players worldwide, Experian’s Decision Analytics business provides the intelligence to make accurate and informed decisions to help clients better manage their customer relationships.