Rahul Kumar

Article

Evolving fraud threats demand a layered contact center defense

Jul 10, 2025

By Rahul Kumar
Fraud attacks on call centers are on the rise, with growth particularly significant in the financial services industry. For example, nearly two-thirds of financial‑industry respondents said that most account takeovers originate in call centers, according to a report from TransUnion. Criminals...
Fraud Prevention

Article

3 ways banks and credit unions can use AI to power financial wellness initiatives

Jan 13, 2025

By Rahul Kumar
Consider artificial intelligence, especially gen AI, a real-time and predictive tool to elevate your workforce.
Customer Experience / Technology

Article

How generative AI can transform banking CX — it starts with more productive post-call work

Jun 25, 2024

By Rahul Kumar
Worried about AI risk? Tap “human-in-the-loop” trainers who remove misleading hallucinations.
Technology

Article

Transforming contact centers with AI: 4 essential use cases

Apr 3, 2024

By Rahul Kumar
Bank survey respondents anticipating spending more on CX technology will give priority to AI.
Technology

Article

Put AI in CX: Efficient contact centers require greater digital transformation

Jan 25, 2024

By Rahul Kumar
Delivering a winning customer experience and helping agents thrive relies on timely data and leveraging artificial intelligence.
Digital Banking

Article

Eliminating AI bias from bank decision-making

May 26, 2022

By Rahul Kumar
Comprehensive policies and processes to reduce the possibility of flawed algorithms can reduce the risk of discriminating against customers.
Technology