Outsmarting Contact Center Fraudsters: The Power of Behavioral and Voice Biometrics

Contact center fraud is a growing concern for organizations worldwide, with an estimated loss of $32.7 billion in 2019 alone. Traditional authentication methods like usernames, passwords, and personal identification numbers are no longer enough to defend against attacks by fraudsters. Biometric authentication, particularly behavioral biometrics, is proving to be a more effective solution.

Behavioral biometrics uses patterns in a person's activity to verify identity, making it a powerful tool in detecting fraudsters. By analyzing unique behavioral characteristics like keystroke dynamics, mouse movements, and touch pressure, behavioral biometrics can catch fraudsters attempting to impersonate genuine customers.

Voice biometrics, in particular, has emerged as a game-changer in the fight against contact center fraud. With voiceprints, contact centers can distinguish between genuine and fraudulent callers. Voiceprints are voice samples that are known to be authentic or fraudulent. By using machine learning algorithms, contact centers can compare incoming calls to the voiceprints in their database to detect fraudsters.

Integrating machine learning with voice biometrics can also help prosecute fraudsters. The technology can match the fraudster's voiceprint to previous calls, providing evidence for legal action.

The benefits of biometric solutions in contact centers are clear. They provide a higher level of security and reduce the risk of fraud compared to traditional authentication methods. In addition, they simplify customer authentication, ensuring a positive customer experience.

In conclusion, behavioral biometrics and voiceprints are powerful tools in the fight against contact center fraud. By relying on unique behavioral characteristics and voiceprints, contact centers can defend against attacks and prosecute fraudsters.

If you want to learn more about how to outsmart contact center fraudsters with voice biometrics, sign up for Microsoft-Nuance and Servion's upcoming webinar "The Landscape of Contact Center Fraud: Latest Trends and Countermeasures."

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References:

• Biometrics in Telecom: Improving Customer Authentication
• Biometric Authentication Service
• Biometrics FAQs