“Today, verification can be a painful process. And looking to incorporate the voice biometrics, the caller ID, and fraud prevention is a great tool to protect our membership, along with helping us to be more efficient when we do get that call so that we don't have to take another …

“I think what other changes we could have made instead of using Artificial Intelligence? Increasing staff or using different methods of communication would be a potential consideration but better understanding of what our members prefer is what led us towards here.”