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HEALTHCARE CARE DELIVERY & PATIENT EXPERIENCE

Calling for help shouldn’t be an interrogation.

Knowledge-based authentication adds friction to every patient call, delays access to care, and taxes your budget, while attackers clear the same check with stolen data.
Assess your authentication friction

Legacy security
slows
service & is ineffective

Patients pay the price

Patients shouldn’t pay the price for stronger security

AI voice attacks increased 1,390% over the last six quarters.1 Traditional controls like KBA were never built to withstand AI attacks running at scale with breached PII in hand. Modern tools are essential, but stronger security too often means more friction, and it is patients who end up absorbing it.

Talk to a real human
Patients feel like strangers

Patients trust you with their care, but they feel like strangers

Legacy verification gives every caller the same interrogation, whether they’ve called once or a hundred times. It has no memory of the relationship, and patients feel it. Every avoidable step adds friction patients already resent, while attackers bypass the same challenge more than half the time with breached PII, reaching the account data your agents are working to protect.2

Where authentication friction becomes a care delivery failure

Friction per call accumulates

Across thousands of calls, 30 to 60 seconds of identity verification represents hundreds of hours patients spend waiting to access the care they need, and hundreds of thousands of dollars in operational costs.3,4

Traditional authentication adds to patient stress

Legacy authentication slows access and adds stress to already stressful situations, impacting handle times and IVR containment and ultimately hurts patient satisfaction, CAHPS scores, and Star Ratings.

Attackers know the answers

The same KBA gets bypassed more than half the time by attackers using breached PII. Patients jump through hoops that aren’t keeping them safe.2
REAL HUMAN + RIGHT HUMAN PLATFORM

Three questions answered on every interaction that strengthens security and improves experience.

Pindrop’s continuous, three-step verification adds the identity assurance layer healthcare has been missing. It works passively, in real time, while helping protect against PHI exposure.

Is this a machine?

Detects synthetic video and voice in seconds, so you know it’s human, not a bot.
See Pindrop Pulse® for Meetings
Pindrop-Pulse-UI

Is this a bad actor?

Surfaces suspicious activity alerts in real time, so you can act before it’s too late.
Explore Pindrop® Protect
Pindrop-protect-UI

Is this the right person?

Authenticates individuals on the spot, letting in the people you trust, and no one else.
Experience Pindrop® Passport
Pindrop Passport auth analysis of voice showing low risk

Healthcare organizations are resolving this today

Healthcare organizations are defending their patients and members today with the Pindrop platform.

HealthEquity

IVR profile match rate jumped from 31% to 71% in the first month, with a 91%+ passive authentication rate.5

READ CASE STUDY

Leading U.S Payer

60 to 75 seconds saved per call on 75% of eligible calls, with approximately $1 per call credited in operational savings. IVR containment rate increased 1%.6

See how much friction your patients experience today.

Connect with an expert and learn how to defend your organization against today’s threats.

Related research + insights

Access expert research, detailed guides, and practical resources on voice and video security to strengthen your organization’s defenses.

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AI Attacks in Healthcare: Bots, Deepfakes, and Rising Risk

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The KBA Tax: What Knowledge-Based Authentication Really Costs Health Plans

June 18, 2026
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Citations

1Based on Pindrop customer data from Q4 2024 to Q1 2026; derived from a study of over 700M calls.
2Pindrop, 2025 Voice Intelligence and Security Report, June 12, 2025.
3Pindrop, Is Your Voice Security Stack Defensible in the Age of AI?, February 2026; data derived from Pindrop case studies.
4Pindrop, The KBA Tax: What Knowledge-Based Authentication Really Costs Health Plans, June 18, 2026.
5Pindrop customer case study, 90% Drop in Fraud and a Smoother CX: How HealthEquity Did It, February 23, 2026.
6Anonymous Pindrop customer case study, operational impact analysis, 2026.