The primary objective of AVS is to identify genuine customers swiftly and in real time by enabling operators to accurately assess risk in statements as they are actually reported by customers.

Conversation management techniques are utilised within our bespoke scripts to ensure that the conversation is empathic and pleasantly engaging, gaining the customer's ‘buy-in' to the process and thus enhancing the customer's experience.

The majority of cases are regularly assessed as having little or no relevant risk and are subsequently streamed for fast-track settlement. Those that cannot be immediately passed to the fast-track are retained for more in-depth validation work.