#4089: How Wellby Financial Reduced Member Verification Time By Up to 95%...

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Illuma’s Founder/CEO Milind Borkar and Wellby Financial’s Vice President of the Virtual Communication Center Brent Nelson stopped by the show to share the success of Wellby Financial’s use of Illuma’s voice authentication solution IllumaShield, which has reduced the credit union's verification time by up to 95%. Essentially, IllumaShield analyzes vocal characteristics to reduce fraud and shorten call center handling times, ultimately boosting operational efficiency.

Brent shared what member experience roadblocks or challenges his credit union was facing that Illuma's voice authentication technology helped overcome. Milind then shared the key technologies behind this 95% improvement—and why it matters in a member service environment like a credit union contact center.

Milind also provided steps Illuma has taken to ensure voice biometrics are inclusive—particularly for members with speech impairments, strong accents, or language differences.

Brent added why he's seen such strong adoption among members opting into voice authentication and shared the strategies or messaging that helped earn that trust.

With credit unions are balancing cost and innovation, Milind touched on what the typical ROI or payback period looks like for your credit union clients, and how that value show sup for both members and employees.

Brent explained how voice verification has changed the day-to-day for Wellby's frontline team—and how it is supporting smoother, faster service during live calls, as well as what has been most impactful about this journey so far—for the credit union's team and members.

With synthetic voice and deepfake technology advancing rapidly, Milind revealed how Illuma ensures voice authentication stays ahead of potential fraud threats.

Brent wrapped up by addressing how voice authentication helps Wellby stay ahead in delivering the kind of service members now expect—especially by phone.

Q&A
What is the main focus of the discussion in this episode featuring Milind Borkar and Brent Nelson?
The episode centers around Wellby Financial's use of Illuma's IllumaShield voice authentication solution and its benefits for their credit union and members.
How does Illuma's voice authentication technology improve member experience at Wellby Financial?
It reduces verification time by up to 95%, allowing for quicker and more efficient interactions, which enhances overall member satisfaction.
What specific challenges did Wellby Financial face before implementing voice authentication?
They struggled with lengthy verification processes that added friction to member interactions, requiring members to repeat personal details, which slowed down conversations.
What key technology underpins Illuma's voice authentication solution?
The backbone is a proprietary voice recognition algorithm that can identify members within two to three seconds of them speaking, significantly faster than traditional methods.
What strategies did Wellby Financial use to encourage member adoption of voice authentication?
They employed traditional marketing methods, including email campaigns and in-branch promotions, while emphasizing the benefits of faster and more secure service during member interactions.
What measures does Illuma take to combat potential fraud threats from advancements in AI and synthetic voices?
Illuma invests in voice verification, liveness detection, and multifactor authentication to create a robust defense against evolving fraud tactics.

Check it out and let us know your thoughts. And be sure to watch the entire episode below for all the details.