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:

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Insurtech myths you probably believe

2 min read

The last decade has seen an exponential increase in digital customer expectations. Being an industry steeped in tradition, the insurance industry started to feel the pressure, too. A good customer experience has become a staple expectation from any business nowadays in addition to being an essential competitive advantage.

To help businesses adapt to customer needs, insurtech brought a lot of new technology solutions since 2013. While the insurance industry has taken up these changes, lingering doubts still remain. Let’s look at some of the false beliefs that are preventing insurers from embracing technology solutions wholeheartedly.

 

Top lingering myths about insurtech

 

Digitization is always a heavy process

When talking of change, most companies imagine they have to switch straight away from 0 to 1000. No. The digitization process can take months which is why it is recommended that you go for an MVP. Eric Ries defined MVP as:

That version of a new product which allows a team to collect the maximum amount of validated learning about customers with the least effort.

The goal is to create sustainable solutions that can show sustainable success. Digitization is not a one-time event.

The creation of sustainable solutions is also something that needs to be taken into account when insurtech seems to be ‘too expensive.’ Even when solutions might look expensive, always factor in the return on investment (ROI) over the long run. For example, the cost of the set-up and 1 year subscription for the software and maintenance should be easily absorbed by the value generated or savings realised within the first year.

 

Digitization is only about technology

This is another one of the biggest myths - that digitization only focuses on technology and is isolated from other business departments.

In reality, to be an effective organisation, digitization must be linked with business strategy and involve multiple departments. These include marketing and sales, operation and finance, technology and product. This is especially true for hotter insurtech products like chatbots. Organisation with modern culture apt for change will struggle less in involving different departments to work towards a common goal.

If digitization does not work in tandem with other parts of the business, then the full benefits of insurtech cannot be reaped for the business.

 

Digitization is a one-off project

To bring transformation, digitization must be a continuous, evolutionary process, rather than a short sprint. It needs to become a mindset.

Good digital solutions are self-enhancing and constantly provide opportunities. Look for solutions that are able to bring business knowledge by focusing on data and analytics. Companies - like athletes - are in a constant race to maintain or gain positions. Constant training, tactical and strategic decisions require refinement. This refinement impacts processes and the digital solutions that execute them.

Thus, digitization can be- and isn’t in any way- a one-off project.

 

It is essential to build a true understanding of digitization and what insurtech offers if companies want to enter and stay in this space. This is why we encourage you to reach out to us after reading the article. We also invite you to explore how Spixii solutions can help you meet customer expectations while boosting operational efficiency in a sustainable manner. You can get started here.

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