South Africa-based Discovery Bank has introduced an in-app calling feature to its mobile app to enhance security and streamline client interactions.
This new feature enables clients to connect directly with bankers, eliminating traditional identification, interactive voice response (IVR) menus or security questions.
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The bank added that the introduction will mitigate the risks associated with searching for contact numbers online and addresses the increasing threat of voice phishing scams.
The app initiates the call in a secure, biometrically authenticated environment, where the clients are automatically verified, and the banker gains immediate access to the call’s context.
Discovery Bank CEO Hylton Kallner said: “True service excellence in digital banking isn’t just about being available; it’s about removing friction and building trust.
“We asked ourselves how we could make contacting us not only quicker but fundamentally safer. In-app calling is the answer.
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By GlobalData“It represents our commitment to intelligent servicing – where we use technology and client context to pre-empt problems, reduce hassle, and protect our clients in every interaction.”
Discovery Bank said that the in-app calling feature is a part of its efforts to bolster its multi-layered security system and includes in-app fraud warnings and the Account Vault feature.
The Account Vault allows clients to move valuable accounts to a secure digital environment, accessible only through a client-chosen security code.
In addition, Account Vault also includes a Panic Code feature, which enables the clients to discreetly alert the bank if they are accessing accounts under duress.
The in-app calling feature provides several benefits, including instant client verification through biometric authentication.
It offers intelligent call routing capability based on client profiles, and global connectivity through Wi-Fi or mobile data.
Discovery Bank said the new in-app calling feature is part of its Intelligent Servicing Platform.
The platform also comprises Live Assist for real-time co-browsing and Discovery AI for instant chat support via WhatsApp.
Kallner added: “We are giving our clients smarter tools that not only help solve their issues faster but also actively protect them. It’s about delivering service that is both award-winning and secure by design.”
