An insurance company has two million customers and is researching the top transactions on its customer portal.
It identifies that the top transaction is currently password reset.
Due to users not remembering their secret questions, a large number of calls are consequently routed to the contact center for manual password resets.
The business wants to develop a mobile application to improve customer engagement in the future, continue with a single factor of authentication, minimize management overhead of the solution, remove passwords, and eliminate to the contact center.
Which of the following techniques would BEST meet the requirements? (Choose two.)
Click on the arrows to vote for the correct answer
A. B. C. D. E. F.CE.
The business wants to develop a mobile application to improve customer engagement in the future, continue with a single factor of authentication, minimize management overhead of the solution, remove passwords, and eliminate the need to contact the center. To achieve these objectives, the following two techniques would be the BEST:
C. SMS with OTP sent to a mobile number: Sending a One-Time Password (OTP) to the customer's mobile number is a secure way to authenticate the user. The OTP is a unique code generated for a single transaction or session and sent to the user's mobile phone. The user enters the OTP into the mobile application to complete the authentication process. This method is simple, easy to use, and does not require users to remember their password. Additionally, it can be implemented without any significant overhead.
A. Magic link sent to an email address: A Magic link is a unique URL that, when clicked, logs the user in to the mobile application without requiring a password. Instead, the user's email address serves as the username. This method is secure because the link is only valid for a limited time, reducing the risk of unauthorized access. Moreover, it eliminates the need to remember a password or secret question, which can help minimize the need for contact center assistance.
Therefore, the SMS with OTP sent to a mobile number and Magic link sent to an email address would be the BEST techniques to meet the insurance company's requirements. These techniques provide secure, easy-to-use, and low-overhead options for customer authentication.