Trust at the Speed of AI: Customer Takeaways from our Global Kickoff

At our Global Kickoff last week, we had the privilege of welcoming several customers onsite to speak directly with our teams, alongside a powerful keynote from one of the industry’s most respected CISOs, Jim Routh.

The conversations were candid and energizing. We heard what’s working, where risk is evolving, and what you can expect from us as a partner. Those insights are shaping our path forward.

Here are the themes that stood out.

Partnership is the Differentiator

One message was clear: partnership matters.

Customers consistently describe Pindrop as a team that listens first and works alongside you to solve real problems. That culture of collaboration - earning trust through outcomes- remains one of our greatest strengths. We also heard that security must not only be effective; it must be seamless, measurable, and insight-driven.

Security without Unnecessary Friction

A recurring theme was balance.

Fraud threats are becoming more sophisticated and increasingly AI-enabled. At the same time, the majority of customers who want to reach you are legitimate — and they expect fast, intuitive experiences.

The mandate is not simply to detect fraud. It is to apply the right level of friction, intelligently and dynamically, so that good customers move effortlessly while bad actors are stopped decisively.

This balance defines modern identity security. It is central to how we are innovating across authentication, risk assessment, and AI-driven decisioning to restore trust in real-time communications.

AI as a Force Multiplier

We are inspired by the bold operational goals our customer panel shared, bolstered and accelerated by AI; Things like reducing contact center volume and handle time dramatically, reimagining containment strategies, and using AI to improve both efficiency and customer sentiment.

At the same time, governance and risk teams are gaining confidence in structured AI controls. That shift is significant. It allows organizations to embed AI into authentication and operations responsibly — without compromising oversight.

We heard from our panel of customers that AI is no longer optional: it is foundational to how modern enterprises secure identity and deliver seamless experiences at scale.

As our keynote speaker put it:

AI has fundamentally shifted the trust model. Identity is no longer assumed — it must be continuously verified. Organizations that adapt early will not only reduce risk but also create strategic advantage. - Jim Routh

The opportunity ahead is clear: reduce risk, lower cost, and improve experience — simultaneously, and without tradeoffs.

AI has Broken the Trust Model

One belief was reinforced throughout our Global Kickoff: AI has fundamentally changed identity. Anyone — or anything — can now look, sound, or act real.

Deepfake voices and videos are impersonating executives and customers at unprecedented scale. AI agents can operate indistinguishably from humans. Identity has become the new attack surface.

This is why our strategy centers on building a continuous trust layer across real-time communications.

Pindrop’s Real Human + Right Human™ approach is designed for a world where every interaction across voice, video, and digital channels must answer three questions:

• Is this a machine?
• Is this a bad actor?
• Is this the right and real human?

The shift is architectural. Leading organizations are moving from reactive fraud response to predictive identity intelligence. They are treating deepfake detection as a foundational infrastructure.

Pindrop’s vision is to establish a continuous trust layer across every digital customer interaction; reducing risk, lowering operational cost, and improving customer experience, simultaneously.

Shifting Vision → Measurable Impact

To support this shift, we are focused on three priorities:

1. Lowering Operational Costs

We are expanding automation and passive multi-factor authentication to reduce manual work and friction. Through real-time identity analysis, our solutions are increasing passive authentication rates, reducing handle time, and enabling fraud detection with fewer human touchpoints.

Our Passport customers experienced authentication benefits across 385M calls in 2025.

2. Reducing Risk

Winning in the AI era means detecting more than just fraud. It requires identifying machines, deepfakes, spoofed devices, and synthetic actors in real-time.

In 2025, Pindrop solutions helped our customers avoid $283M in fraud loss.

We are further accelerating innovation across:

• Voice and video deepfake detection
• Synthetic and spoof detection
• Behavioral risk signals
• Expansion of predictive Fraud Consortium intelligence

3. Improving Customer Experience

Security and customer experience can no longer compete: they must reinforce each other.

We are investing in:

• Omni-channel signal evaluation
• AI-enhanced workflows
• Centralized decisioning and orchestration
• Cross-channel enrollment and authentication

Organizations that Move Early Will Lead

The conversations at our Global Kickoff reinforced that our mission is shared: protect customers, empower teams, and restore trust in real-time communications.

The future belongs to organizations willing to modernize their trust architecture before crisis forces change.

At Pindrop, we are committed to being the partner that helps you lead that transformation.

We are proud to build that future together.

If you’re not a Pindrop customer today, I welcome the opportunity to speak with you about the benefits of partnering with us. And don’t just take my word for it: learn from our customers how we’ve helped achieve their goals.

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