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…
Fraud poses a substantial risk to the integrity of federal programs and weakens the public’s trust in government. Though government agencies have made great strides in online security over the past few years, they have neglected to implement similar protections for the phone channel.
Fraudsters commonly use the call center as a first step in launching a fraud attack. By impersonating a citizen over the phone, fraudsters are able to gather private financial or personal information. Agencies that hold significant amounts of personal data, like the IRS and Social Security Administration, are particularly at risk.
Today, too many government agencies are relying on outdated Knowledge Based Authentication (KBA) questions as their primary form of security over the phone channel. These questions are ineffective at stopping fraudsters, as recent data breaches have flooded the black market with the answers to these questions. Even when the fraudsters don’t already know the answers, they can use social engineering techniques to bypass security measures.
So what can government agency call centers do to more effectively solve this problem? Pindrop solutions are designed to analyze all aspects of the call to assess the true identity of the caller and detect indicators of fraud. Built around patented Phoneprinting technology, Pindrop analyzes 147 features of the call audio to determine the caller’s true location, device, and risk. Pindrop combines Phoneprinting with reputation analysis, voice biometric blacklisting, and a private enterprise consortium, which allows sharing of threat intelligence across industries.
Government agencies are using Pindrop to avoid data breaches and protect citizen information in the call center, as well as for forensic investigation and analytics. To learn more about how Pindrop is helping government agencies, check out a recent interview with our VP of Public Sector, Eric Forseter in Meritalk.