Eliminate tradeoffs between CX and security.
Banks and credit unions face constant pressure: reduce fraud, improve customer experience, and scale self-service. Journey changes the rules by replacing voice-only Q&A with smartphone-first tools and Zero Knowledge® workflows, so regulated data can bypass the contact center and return only verified results.
Top use cases in financial services
Caller Authentication
- Replace KBA-style interrogation with passkeys + OTP
- Reduce friction while increasing veracity
- Enable step-up verification for high-risk actions
Password Reset & Account Recovery
- Reduce a major cost center and a common takeover path
- Prove identity with device-based tools and optional document-centric steps
- Enroll users in passkeys to reduce future resets
High-risk authorizations
Wire, disbursement, profile changes
- Push the right disclosures and authorization forms
- Capture eSignature and structured inputs
- Ensure the right level of authentication before approval
Account Opening
- Replace Q&A with mobile-first identity steps, paperwork, and passkey enrollment
- Improve completion and reduce privacy exposure from the very start
Security and experience improve together when you add communication tools and reduce attack surfaces
Journey helps financial institutions break the “CX vs security” tradeoff by:
- Using stronger tools (device biometrics, wallets, signatures, forms, uploads)
- Reducing the places sensitive data appears (agents, recordings, transcripts, logs)
- Returning deterministic results that workflows can trust
This makes it easier to scale self-service and AI safely—because regulated data doesn’t have to enter the AI transcript to complete the transaction.
How it Works
A consistent pattern across channels.
Trigger
Agent, IVR/IVA, or AI agent invokes the workflow.
Complete
Customer completes the sensitive step on their smartphone.
Verify
Sensitive inputs route to the systems that need them, while agents and AI receive verified outcomes and status—without seeing raw data.
Get Started
Want to modernize your highest-stakes workflows?
We’ll demo caller authentication, password reset, and authorization flows tailored to your environment and show how Journey can improve security and CX together—without expanding scope.
