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:

All Posts

The carefully veiled secret to customer satisfaction: digitisation

4 min read


Customer satisfaction can feel like an elusive piece in the whole mystery of running a successful business. If you are an insurance provider, then customer satisfaction becomes even more important since your entire business centres around insuring and protecting people’s lives. According to research carried out by ICS, 60.4% of customers are not willing to compromise on service just for a cheap deal. 27.2% are even ready to pay a higher premium if it means the customer service would be better.

If the above numbers came as a surprise to you and you’d like to amp up the quality of your customer services department, then might we suggest the game-changing technology of the future a.k.a Spixii’s solutions.

Read on to know 4 ways in which these solutions will increase customer satisfaction and help to build a customer force that takes your insurance business to new heights:

 

Constantly iterate and improve

interview-min

If your product or service is made to solve customer problems and it doesn’t do that, then candidly- it is of no use. Even established products and services go through phases of reinvention and improvement. The integrated Spixii solution- fitted to your business- will, too, and when that happens, we will be here to make those crucial changes.

By analysing customer response and usage, you can pinpoint areas where a product feature needs to improve or the communication process needs to be streamlined. On the backend, we’ll take care of these modifications so that on the front end, your customers are regularly being served high-quality doses of service that is based on their direct feedback and pain points.

 

Make customer service metrics manageable

notes-min

Normal procedures like that of the quote and buy, and resolution of claims can be built into your systems to enable customers to benefit from them at any time of the day wherever they are. No need for multiple, lengthy phone calls or visits to the insurance office. This is time-saving for both the customer service representatives and the insured people.

Data gathered from previous records and Spixii solutions will help to see and tackle these pain points.

 

Increasing customer loyalty through personalisation of marketing messages

chat-min

There is no better feeling for a customer than to feel that the company they are dealing with is in tune with their needs. Sometimes, this means that even without them having to articulate it, the company understands where they are and how their problems can be solved. Spixii’s solutions can help with this.

Because most of the interactions will happen online before being addressed offline, huge amounts of valuable data will be available at your fingertips to analyse. You can use this data to determine which messages and aspects customers react positively to. You can pay attention to their language to know what problems ail them and what words they use to describe them. Using the same words, you can outline the problem you solve and offer them solutions.

This level of personalisation and attention will make the customers feel like you understand them since you are talking in their language. Loyalty and warmth follow.

 

Reduce limitations of customer-facing executives

review-min

Spixii’s solutions make multiple conversations possible across multiple languages. This is a fundamental shift as phone conversations are limited to 1:1 whereas SPIXII uses chatbots as a part of it's solutions to allow infinite conversations simultaneously.

This reduces the amount of workforce needed to be available at once, especially during out of office hours. During dire situations like the Beast of the East in March ‘18, phone lines to insurance companies might be increased exponentially due to a great number of incoming calls. Most of these might be emergency calls that require immediate attention. The traditional workforce wouldn’t be able to handle this influx coming during these surges.

With Spixii’s solutions, most of the needs can be addressed immediately or in non-urgent case scenarios, as soon as possible.

 

Here’s the answer to one final question that you might have with regards to customer satisfaction:

Why is it so important? Why invest so much time, energy, and money?

The answer to this question can be found in this article written last week. But just to summarize, customer satisfaction leads to:

  • Increased NPS
  • Increased brand loyalty
  • Increased ROI
  • Increase performance with modern technology

 

Images from Pexels

Recent Posts

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

How can customer service operations save money?

5 min read Efficient and effective customer service operations can significantly impact a company's finances. By providing customers with prompt and a...

Read more

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

5 min read As a customer service consultant, many factors can cause stress and anxiety in the workplace. One of the biggest causes of stress is dealin...

Read more
Spixii White Paper

Download your FREE Spixii White Paper copy

Discover how to execute high-value processes sustainably. Included in the White Paper:
  • Expanding propositions with digital
  • Conversational Process Automation (CPA) deep dive
  • De-risking the transition to automation