ItalyCategory
Social, Sustainable & Responsible BankingKeyword
Prevention, Cybersecurity & Authentication, Gamification
Innovation presentation
In addition, the Group is engaged in a digital transformation plan aimed at continuously innovating the range of products and services and improving performance.
The exponential increase in the use of digital channels as a means of payment and, more generally, of interacting with the bank, places the issue of fraud at the centre of the attention of financial institutions, a phenomenon that represents a global loss of approximately $38.95 billion (source: GSMA). In Italy, the percentage of companies reporting an increase in fraud will reach 80% by 2022-23 (source: Experian). It should be noted that most fraud is based on social engineering attacks. As a result, prevention is becoming a key tool in the fight against customer loss.
The Group has implemented an anti-fraud system to protect against the risks described above, and has achieved higher engagement rates than the financial market average (open and click rates of 44.02% and 1.12% vs. 30% and 1% for the financial market) and a steadily increasing interaction rate of 96.6%.
To protect customers, the Group launched LUDI - Ludicizzazione e Interactive Awareness frodi, a project developed with an open innovation model, also thanks to the contribution of students from the Naples FintechLab at the University of Naples Parthenope. An accessible and inclusive interactive game aimed at all audiences and in line with the Group's tone of voice and brand identity. With a high level of involvement, the game allows users to test their skills in recognising and countering the schemes used by fraudsters by answering quizzes in an order of increasing complexity. The user takes on the role of a character walking down a street lined with BCC branches, houses and shops, answering cybersecurity questions and exploring the topics with informative flashcards. At the end, they receive feedback on the correctness of their answers and the points they have accumulated to defeat the 'villain'. To ensure a tailored user experience, the game is expected to evolve in terms of flexibility and scalability, with continuous updates to the fraud schemes.
An interactive awareness system has also been developed to alert customers in real time to patterns and words used by fraudsters that they should be aware of.
The LUDI project benefits the whole community by being accessible from a public space.
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