PINDROP BLOG

Colonel Mustard in the Contact Center, with a Cell Phone!

Colonel Mustard

Fans of the board game turned cult classic film Clue, or Cluedo as it is known in other parts of the world, know it is a crime-solving game where participants use clues to determine the suspect, location, and weapon to solve the case that brings back fond memories of tracking down bad guys. In the game, knowing only what room the crime took place in isn’t enough to net a victory, only having the location, weapon, and suspect allows you to win the game. It’s a simple game, with a powerful message, to get the facts straight. 

At Pindrop, we have dedicated ourselves to finding out the who donit of contact center fraud, so as we expand our capabilities we increase our chances of success.  Just like the game of clue, we want to provide another piece of data that helps our customers confirm suspected fraudsters.  

Account Risk & the Contact Center

Account Risk is Pindrop’s latest intelligence offering from its fraud detection solution Pindrop® Protect.  Pindrop now adds another dimension to fraud detection intelligence and can provide not only a risk score on inbound calls in real-time with call risk but also a score on accounts that show signs of risks, not just from the contact center, but can incorporate intelligence from around the organization to provide another vector of fraud detection intelligence.  

Today, Protect customers can use call risk scores in real-time to make determinations about the risk the caller might present.  By adding account scores that get updated over time, artificial intelligence assesses possible connections to previous fraudulent attempts, as well as cross-channel account activity patterns, fraud practitioners will be able to use intelligence from their own systems to help determine if a fraudster is preparing for an attack. 

Using both call and account risk helps monitor the channel they use and whom they are targeting as well. This allows Pindrop to clue in its customers on accounts that show signs of fraud surveillance, in addition to what calls may be risky.