Discovery Bank enhances customer contact with secure, in-app calling to build on service excellence and combat fraud

JOHANNESBURG, 8 October 2025 – Discovery Bank today announced the launch of its innovative in-app calling feature, a significant step in its vision to deliver an even safer, faster, and more intelligent banking experience. Integrated directly into the Discovery Bank app, in-app calling allows clients to connect with a banker instantly, bypassing traditional identification, IVR menus (Interactive Voice Response) and security questions and the risks associated with searching for contact numbers online.

The launch also addresses the growing threat of voice phishing scams. By moving the call initiation into the secure, biometrically authenticated environment of the app, clients are automatically verified, and the possible context for the call is immediately available to the banker, ensuring faster resolution without compromising security.

Hylton Kallner, CEO of Discovery Bank, stated, “True service excellence in digital banking isn’t just about being available; it’s about removing friction and building trust. We asked ourselves how we could make contacting us not only quicker but fundamentally safer. In-app calling is the answer. It represents our commitment to intelligent servicing – where we use technology and client context to pre-empt problems, reduce hassle, and protect our clients in every interaction.”

In-app calling provides a new security layer that integrates seamlessly into Discovery Bank’s existing fraud defense system. The bank is consistently advancing its multi-layered security features to better protect clients’ accounts. Other innovations include persistent, in-app fraud warnings that remind clients to verify who they’re speaking to if they are on a call and open the app and clients can now move their most valuable accounts to a digital vault – a secure environment that can only be accessed through a client-selected security code. Besides hiding the account, the Account Vault also introduced an industry-first Panic Code. This allows a client to silently alert Discovery Bank if they are accessing these accounts under duress.

Integrating in-app calling into a broader security architecture

With the addition of in-app calling, Discovery Bank's security stack now provides end-to-end protection: from the first click to open the app, through secure communication, to the safeguarding of accounts and even emergency response under duress.

Key benefits of Discovery Bank’s in-app calling include:

• Instant verification: Clients skip the identity checks, as they are already biometrically authenticated and logged into a secure app session.
• Intelligent routing: clients are directed to the most appropriate area of the Bank based on their real-time profile and recent activity, connecting them to the right expert immediately and avoiding the need for lengthy IVR menus.
• Seamless global connectivity: The feature works over Wi-Fi or mobile data, providing easy access for clients travelling internationally.
• Enhanced security: By initiating the call within the app, clients avoid the risk of dialling fraudulent numbers found through search engines.

This new capability is a core component of Discovery Bank’s Intelligent Servicing Platform, which also includes Live Assist for real-time co-browsing and Discovery AI for instant chat support via WhatsApp. The platform ensures help is always contextual and secure, whether a client needs simple information or complex problem-solving.

This builds on the bank’s recognised service leadership. For the fourth consecutive year, Discovery Bank has been rated the Best Bank in Service in South Africa in the ASK AFRICA Orange Index®.

“Being recognised for service excellence is a testament to our team’s dedication. With in-app calling, we are taking that promise further,” added Kallner. “We are giving our clients smarter tools that not only help solve their issues faster but also actively protect them. It’s about delivering service that is both award-winning and secure by design.”

To use in-app calling, clients simply need to update their Discovery Bank app to version 6.7 or later, navigate to ‘Contact us’, and select ‘In-App Call’.

ENDS