The power of Reactive AI

4 min read

The power of Reactive AI

4 min read

The most important factors consumers consider when contacting businesses

6 min read

How to use CAPTCHA in a conversational interface?

In today's digital world, robust authentication mechanisms are an absolute necessity. With the increase in cybercrime, it is essential to protect personal and sensitive information. As stated in the last OWASP 2023 Top 10 Vulnerabilities report, authentication mechanisms are the first line of defence against unauthorized access to online accounts. Furthermore, the new ISO 27001:2022 certification standard dedicates specific controls and clauses to ensure secure authentication procedures.

A robust authentication mechanism is the key to unlocking a great number of self-services. For example, making financial operations, changing insurance policy details or consulting medical test results are operations that individuals can perform online if they pass a strong authentication screening.

However, there are situations where robust authentication mechanisms are not possible. This is the case of quote&buy journeys, where customers are not registered and identified apriori, but also when agents and advisers are about to request some actions on behalf of their clients.

In such cases, the list of self-serve services experiments a physiological reduction because some critical actions won’t be accessible to an unidentified user. Reducing the risk of robots and Denial of Services attacks is also important by using additional security measures like CAPTCHA codes and other techniques.

CAPTCHAs, in particular, are a popular security measure used to prevent automated attacks by requiring users to prove they are human and they nicely fit conversational interfaces. A handy-style text over a noisy background is generated and displayed to the user as an image. Automated Optical Character Recognition (OCR) detectors won’t be able to easily guess the keyword by reading the image.

The main three requirements for a good CAPTCHA code generator are:

The sweet spot between smooth operations and customer experience

3 min read

How can customer service operations save money?

5 min read

What are the 3 steps to reduce the stress experienced by customer service consultants?

5 min read

What did we learn from going through the new ISO 27001:2022 certification?

5 min read

Empowering intermediaries with conversational process automation

3 min read

Access to your own SQL database

2 min read

Why self-serve improves the customer experience

8 min read

2024 White Paper

Discover how to deliver expert customer service immediately, consistently and around the clock.

Illustration of robot with light beam

Discover Conversational Process Automation

CPA allows end-to-end processing through chatbots and leverages advanced analytics to continuously improve both the underlying process and the conversation with the end-user.

Recent Posts

The power of Reactive AI

4 min read Albeit the older form of AI, Reactive AI is one of the four categories of AI and is often considered the most useful for businesses because...

Read more

The most important factors consumers consider when contacting businesses

6 min read In this blog, we will dive into the most important factors consumers consider when contacting businesses. The factors listed below are the ...

Read more

How to use CAPTCHA in a conversational interface?

In today's digital world, robust authentication mechanisms are an absolute necessity. With the increase in cybercrime, it is essential to protect pers...

Read more

The sweet spot between smooth operations and customer experience

3 min read Gone are the days of interactions where customers and businesses would have to come face-to-face for a transaction. Thanks to the mighty po...

Read more