78 percent of the surveyed Danish firms say none of their customer inquiries are handled by AI.
Tre overraskende facts om AI i kundeservice ↗
What happened
- 48 percent of firms identify customers on the phone using control questions, and 30 percent use CPR number or date of birth.
- 39.4 percent of firms say they do not know how customers are identified in the service chat.
- Sikker Samtale sends an authentication request to the customer's phone, where the customer approves with MitID or MobilePay.
Why it matters to Signicat
- The survey frames knowledge-based phone and chat identification as a fraud gap, a use case overlapping Signicat authentication and eID routing in Denmark.
- Sikker Samtale competes for contact-centre caller verification with MitID, a route Signicat also brokers in the Nordics.
Evidence from the source (5 quotes)
- “I telefonen identificerer 48 procent af virksomhederne kunder ved hjælp af kontrolspørgsmål, og 30 procent bruger CPR-nummer eller fødselsdato.” source ↗
- “39,4 procent af virksomhederne svarer, at de "ikke ved", hvordan kunden bliver identificeret i chatten.” source ↗
- “kan sende en autentificeringsanmodning direkte til kundens egen telefon, hvor kunden godkender med MitID eller MobilePay” source ↗
- “den kanal, mange kunder helst vil bruge, er ofte den, hvor vi har mindst styr på sikkerhed, identifikation og kontrol.” source ↗
- “kunden godkender med MitID eller MobilePay” source ↗
Fraud deepfake injectionAuthentication passwordlesseID brokeringResearch reportProduct launchNordics
4 of 5 facts verified against the source · confidence medium · claude-haiku-5-5