Pindrop Webinars

2019 Voice Intelligence

Webinar Series

We are moving into an era defined by a conversational economy, characterized by an ecosystem where voice, not touch, is the main technology interface for customers.  

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6 PART WEBINAR SERIES

Join this series to stay on top of the latest trends and predictions that affect your voice channels, customer experience and specific fraud vectors to watch out for in your industry. If you’re unable to attend any of these sessions, please register anyway and we’ll send you a recording.

The future of voice, fraud and impact to Customer Experience

Date: Thursday, September 27

Time: 1pm EDT | 12 pm CDT | 10 am PT |  6 pm BST

Speaker: Benjamin Cunningham, Product Marketing

With physical and online information security always growing stronger and harder to crack, fraudsters gravitate toward the weakest link in your security—your contact center and voice channels. For many years, our annual fraud reports have shown that fraudsters increasingly exploit the phone channel. Fraud rates continue to increase every year, and this year is no different with a continued increase from 2016 (1 in 937 calls) and 2017 (1 in 638 calls), 47%.

In this session, we will dive into this year’s fraud trends and emerging threats such as:

  • Fraud rates by industry, highlighting fraud trends in insurance, financial institutions, utilities, healthcare and retail
  • The data breaches and omnichannel security gaps that have impacted these trends
  • New fraudsters to watch out for like “Policy Marm”, “The Tourist” and “Chicken Little”
  • Vectors such as imitation replay attacks and voice modification software
  • And more!

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Balancing Security and Customer Experience

Date: Thursday, October 11

Time: 1pm EDT | 12 pm CDT | 10 am PT |  6 pm BST

Speaker: Scott Rose, SVP of Marketing

You’re in a difficult spot. Your customers want you to value their time and to provide a speedy, frictionless experience — 74% of which would switch brands if you can’t provide this experience.

However, a major reason we’ve seen the fraud rate continue to increase (47% this past year) is that organizations struggle to find the appropriate balance, and tend to keep traditional security measures in place — often to the detriment of the organization’s customer experience.

This webinar will uncover the real cost of fraud versus the cost of customer churn, trends that impact the CX in your voice channels that you should remain mindful of and discuss how this delicate balance of CX and security can be achieved with the right tools. Highlights include :

  • Scaling internal growth with AI to manage the ballooning volumes of voice interactions across your channels
  • Reaching the golden trifecta of satisfying customers, reducing fraud and keeping your call center operational costs low

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Emerging Threats & Identity in the Voice Channel

Date: Wednesday, October 24

Time: 1pm EDT | 12 pm CDT | 10 am PT |  6 pm BST

Speaker: Elie Khoury, Principal Research Scientist and Manager, Ph.D

AI presents exciting but uncharted territory. New, innovative trends, such as leveraging synthetic voice to imitate deceased actors such as Carrie Fisher in the upcoming Star Wars, are popping up. And as AI forges its way into organizations’ voice interface, like any disruptive technology, benefits for your organization exist alongside new opportunities for criminals to use this technology against you and your customer:.

This webinar will explore potential pitfalls to your voice channels such as :

  • Synthetic voice — the arrival of synthetic voice introduces a whole new realm of fraud possibilities and ethical debates
  • Chatbots and the new hacks fraudsters use to attack this channel
  • The leaky IVR and the newest brute force attack trends you may be overlooking

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Industry Series

Date: Tuesday, November 13 and Wednesday, November 14

Time: See industry session for details

Speaker: Benjamin Cunningham, Product Marketing

The fraud rate across the board has increased an additional 47%, but each industry that our Pindrop Labs Research team monitors experiences it’s own unique set of challenges and trends that affect the growth in the fraud rate.

Select your industry below for a quick deep-dive into contact center fraud trends to watch.

  • Financial (Nov.13)
  • Retail (Nov. 13)
  • Life Insurance (Nov. 14)

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Welcoming the [Secured & Frictionless] Conversational Economy

Date: Tuesday, December 4

Time: 1pm EDT | 12 pm CDT | 10 am PT |  6 pm BST

Speaker: Benjamin Cunningham, Product Marketing

In our recent study, 500 IT and business leaders across the US, France, Germany, and the UK were surveyed to find 85 percent of businesses expect to use voice technology in the next year despite significant security fears.

Coming together to create a “Conversational Economy,” 28 percent of businesses currently communicate with customers via voice technology including Microsoft’s Cortana and Amazon’s Alexa voice assistants. In this new ecosystem, voice is dominating all other interfaces and enterprises are moving quickly to adapt.

Join our webinar to see where you and your organization rank amongst your peers in the race to the voice frontier.

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2019 Voice Predictions & Customer Expectations

Date: Tuesday, December 11

Time: 1pm EDT | 12 pm CDT | 10 am PT |  6 pm BST

Speaker: Chris Halascheck, VP of IoT

With the explosive growth of voice applications and devices, we have reached a tipping point where consumers are expecting voice assistants to play a big role in their daily lives. Advances in natural language understanding have enabled technology providers to deliver seamless and intuitive experiences for various digital and physical interfaces. Come hear Pindrop discuss the evolution of technology that brought us here and our predictions on the evolving conversational economy.

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2019 Voice Intelligence Webinar Series – where voice, not touch is the main interface for customers.