What IT Seeks From Automated Customer Systems

What IT Seeks From Automated Customer Systems

By Dennis McCafferty

55% of surveyed IT decision-makers said their companies currently rely on card scanning information capture processes, compared to just 19% who said they rely on paper-based processes.

70% of those surveyed said they validate information captured from customers, but only 17% have a system in place to fully automate this process.

71% said that information validation and authentication is time-consuming.

Just 28% said they are “very confident” in the accuracy of information collected.

72% said they’ve encountered errors in the information they’ve collected from customers.

39% said being connected with external data sources would be helpful, but only 17% said their current systems had “excellent” connectivity with external sources and 21% have no connectivity at all.

84% said ID verification is either “critical” or “very important,” while nearly half feel that ID fraud would be “catastrophic” to business.

Just 37% have “strong” identity verification/security in place, with 43% saying they only take “some steps” to authenticate customer IDs.