Authenticate callers inside your IVA or voicebot with IllumaSHIELD™—so self-service stays secure and more calls are contained before reaching a live agent.
Why This Matters for Containment and Security
When callers use self-service menus or voicebots, traditional checks (PINs, OTPs, questions) add friction. IllumaSHIELD™ passive voice authentication verifies the caller during natural dialogue with the IVA, enabling secure actions without extra steps. Containment rises, handoffs are cleaner, and fraud has fewer openings.
What This Solves
- Secure self-service: Confirms identity in real time as the caller speaks to the IVA/voicebot.
- Higher containment: Confidently allow balance inquiries, transfers, card controls, and other tasks without agent involvement.
- Enable high risk transactions: Allow account changes, wire transfers, and other high risk transactions in the IVA.
- Better call experience: No PINs, no one-time codes, no quiz-style questions.
- Fraud prevention: Stops all fraud attacks spanning traditional social engineering, stolen Q&A, family fraud, and advanced AI tools like deepfakes.
Seamless Agent Transfer from IVA
When escalation is needed, the verified identity travels with the call. Calls transferred to live representatives come through pre-authenticated, eliminating the need for additional security checks and maximizing operating efficiency.
Outcomes You Can Expect
- Higher caller satisfaction through fewer hurdles
- Lower fraud exposure during both self-service and live-agent phases
- More IVA containment without sacrificing security
- Shorter handle times (pre-authenticated calls delivered to live agents)
Application
Banking & credit unions
Balances, recent transactions, card controls, travel notices, payments
Lenders & fintech
Loan status, payment changes, payoff quotes
Insurance
Claim status, premium payments, policy details
Membership & utilities
Account updates, payments, usage/history
Helpdesk
Password resets
Share Our Use Case
Download a concise version of Self-Service & Conversational IVA – ideal for sharing with decision-makers or team members exploring authentication solutions.
Request a Demo
See how IllumaSHIELD™ inside your IVA or voicebot keeps self-service secure and hands agents a verified identity when escalation is needed. Book a personalized demo today!
