Case Study: the largest credit card issuer stops call center fraud with Intellicheck

How One of the Largest Credit Card Issuers in the U.S. Used Intellicheck to Stop Fraud at Their Call Centers

a largest credit card issuer in the U.S. was struggling with bad actors calling its contact centers to activate cards that had been mailed to customers. Its existing remote ID authentication process was only about 65% accurate, creating fraud risk and frustrating delays for many legitimate customers. The company needed a more accurate, fast, and easy-to-integrate solution, and turned to Intellicheck’s Portal+.

Intellicheck implemented Portal+, allowing customers to verify their identity on a mobile device while speaking with an agent. The solution validated IDs in under a second and helped the issuer move from 65% accuracy to 99.9%, reducing fraud and improving the customer experience. After a 30-day pilot, the company ended its planned 90-day test early and rolled Portal+ out to more than 20,000 contact center agents through Intellicheck’s API.