Andras Cser, Vice President, Principal Analyst at Forrester and Ben Cunningham, Director of Marketing at Pindrop
Speaker: Andras Cser, Vice President, Principal Analyst at Forrester and Ben Cunningham, Director of Marketing at Pindrop
At Pindrop, we’ve found that on average , 78% of customer interactions with your brand are by use of voice -- specifically through your call center. And with the ever-evolving rise of fraudsters and data breaches, voice-based fraud losses, authentication costs and identify theft leads to $34 Billion in losses annually.
Fraud attacks originate through your call center agents or in the IVR, even if the loss materializes online. Attempts to mitigate these risks and secure these interactions comes at the cost of longer call handle times, more knowledge-based authentication questions and asking your CSRs to police the phone channel instead of putting all of their time into provide a frictionless customer experience.
Join this session to hear about the growing voice threats in your contact center and hear recommendations on how to improve customer experience in your contact center from Andras Cser, Vice President, Principal Analyst at Forrester . You’ll learn:
- Why your call center is your weakest link in security
- How passwords are draining your budget, negatively impact your customer experience and erode biometrics
- How to balance your security and customer experience with innovative voice biometrics
As Artificial intelligence (AI) becomes more sophisticated, online tricksters have started leveraging machine learning techniques to tamper with audio and video to create very convincing fake content, now popularly known as “deepfakes.” With recent examples such as the Jennifer Lawrence and Steve Buscemi face swap during the Golden Globes press conference to Google’s addition of John Legend’s voice for the Google Assistant - these synthesized examples seem fun and harmless, but foreshadow the ways AI and machine learning can be weaponized for political and fraudulent purposes.
During the same conference Google announced that John Legend was lending his voice to the Google Assistant, Google demonstrated the full power of WaveNet and their speech synthesis technology with Duplex – an AI assistant that had near-speech parity to that of a human by training a system on 24.6 hours of speech. With these tools now widely available, it’s looking more and more like a “Hack your throat” technique will be the attack of the future.
In this new race of information vs. misinformation, what will new fakes and data breaches look like, and how will you defend against those types of attacks? Join this webinar to see and hear how a Deep Fake works as well as learn the types of strategies and technology organizations must consider implementing to stay ahead of these threats.
Elie Khoury, Principal Research Scientist and Manager, Ph.D
AI presents exciting but uncharted territory. 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
Benjamin Cunningham, Director of 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
What if fraudsters could steal your voice? It's possible with the sophistication of fraudsters we see these days. No piggy bank or account is safe unless you have the right security measures in place. Hear from an expert.
John Chambers, the former chairman and CEO of Cisco joined Pindrop at CES 2019 for private event to discuss leadership, technology, and landing market transitions. As John says, “When you think about the future of any market transition, people get too excited too early, and that it takes much longer to develop than what most people think...but AI, security, and voice will move with tremendous speed”.
Last year, PSCU became the first credit union service provider to utilize Pindrop’s proprietary technology to fight call center authentication fraud. Pindrop added a layer of voice security and deep caller authentication to the nation’s largest credit union services provider.
PSCU began testing Pindrop technology in the fourth quarter of 2017. Within the first month, more than 300 confirmed fraud situations were identified using the technology. With an average credit limit between $3,000 and $4,000, this equates to an estimated $1 million in savings, immediately confirming the immense value of the security solution.
Pindrop® Panorama leverages years of innovations in machine learning to provide authentication and anti-fraud solutions for today’s call center. With Pindrop, organizations can verify their callers in a customer-not-present environment while deterring fraudulent access to customer accounts and identities. Pindrop helps you recognize your customers and spot fraudsters based on their voice, device, and behavior.
Pindrop® solutions are leading the way to the future of voice by establishing the standard for security, identity, and trust in the call center. Pindrop® solutions help detect fraudsters and authenticate callers, reducing fraud and operational costs, while improving customer experience and protecting brand reputation for some of the world’s premier call centers.