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What industry secret are you aware of that most people aren't?
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I think he was meaning because of how easy it is to spoof and intercept sms. Use some thing like OTP that’s a common standard instead.
You probably mean TOTP. OTP is a generic term for any one-time-password which includes SMS-based 2FA. The other main standard is HOTP which will use a counter or challenge instead of the time as the input but this is rarely used.
Ah I see, yes app/web OTP is one of the best methods, unless people are calling to report the app/website not working (a workflow I’ve seen many times) The industry has put hundreds of millions into voice recognition but the sample size required for AI to trick voicerec is really low now.