October 3, 2018
The Future of Voice, Fraud, and the Impact to CX | A Recap
Voice is growing out of the call center, out of…
Today’s Authentication Challenges
Enterprises’ reliance on knowledge based authentication questions (KBAs), stand-alone voice biometrics, and other legacy authentication solutions have compromised customer experience by extending call handle times and failing to protect customers’ accounts, leaving brand reputation and customer loyalty in jeopardy. This will be an increasingly challenging feat for call centers as fraudster voice synthesis and customer voice aging continue to grow. So what are next-gen organizations doing to secure the voice channel?
Solving the Problem with Pindrop® Passport
We’re thrilled to announce the launch of our groundbreaking Pindrop® Passport. Passport passively authenticates callers as they naturally engage with a call center by combining our proprietary Deep Voice™ biometrics, second-generation Phoneprinting™ technology, and Toneprinting™ behavioral analytics. Passport determines if a caller has the right device, voice, and behavior to access an account while maintaining a seamless customer experience, lessened operating expenses, and reduced fraud exposure.
Deep Voice™ Biometric Engine
Built with an emphasis on security, our proprietary Deep Voice™ biometric engine is the world’s first end-to-end deep neural network-based speaker recognition system. The Deep Voice™ biometric engine analyzes short utterances of a caller’s speech, making it the starting point for all voice interactions. This technology removes background noises from a call, focusing solely on the caller’s voice, allowing more accurate authentication via voice.
Phoneprinting & Toneprinting Technologies
Our second-generation Phoneprinting technology analyzes over 1,300 features of a call’s full audio to create a high definition profile, detect anomalies that indicate fraud, and determine device type, geolocation, and carrier. Additionally, Toneprinting technology analyzes tone-based signals and metadata from every keypress made by a caller to identify their device and behavior.
The Future of Voice
It is clear voice will be continuing to enter more industries as an interface, which brings authentication into question. Authentication faces challenges due to a number of shortcomings, including poor accuracy, short utterances, voice aging, and ambient noise, all of which are addressed through Pindrop® Passport and the Deep Voice™ biometric engine. Advances in machine learning are enabling natural conversations as the latest mode of interaction with technology, and our Deep Voice™ engine is capable of identity verification across every voice interaction whether that be in cars, airports, homes, smart speakers, or online and mobile transactions.