Case Study: Top-10 U.S. Bank reduces cross-channel fraud with Daon IdentityX

Top-10 U.S. Bank Fights Cross-Channel Fraud, Enhances Caller Experience

Top-10 U.S. Bank, a major U.S. financial institution, wanted to stop cross-channel fraud while improving the customer identity experience across mobile, web, and contact center interactions. The bank worked with Daon and its IdentityX platform to address a common fraud path that begins in the contact center and can lead to account takeover across channels.

Daon implemented a fully hosted cross-channel identity platform that combines FIDO-certified biometric authentication for digital channels with server-side voice authentication for live agents and IVR. The solution delivered a marked reduction in cross-channel fraud, improved customer satisfaction, and cut average handle time by 25–45 seconds, while supporting as many as 3,300 simultaneous authentications.