An often-overlooked digital resilience issue is the standardization of one-time passcodes (OTP) and the lack of alternatives when these OTP fail, writes Margaret Millett, in an article for the BCI.
Sent via SMS or email, primarily to verify identity, OTP have become an essential tool against fraud, but that doesn’t mean organizations shouldn’t be planning adequate alternatives for when these systems fail or malfunction.
Millett gives five examples of how authentication failure can be better planned for, including intelligent retry, allowing frontline customer service team more agency to override protocols, customer-centric fallbacks, and more.
Read on to learn more.
Source: https://www.thebci.org/news/when-authentication-fails-a-hidden-business-resilience-risk.html
