Contact center agents hold the keys to customer accounts that allow them to reset passwords, change account details, process refunds, and authorize transactions. That access is exactly what fraudsters need to commit account takeover and financial fraud.

Incenting agents on resolution speed and customer satisfaction works in attackers’ favor, making agents more inclined to trust. Today, someone’s voice can be cloned with easy-to-use tools and just seconds of a person’s voice. Text-to-speech tools allow fraudsters to adapt scripts on the fly, in any voice, at scale.

And adversaries have taken notice – deepfake fraud attempts have increased by a factor of 14 in the past year, demonstrating that contact centers are a prime target for fraudsters.

Why Voice Biometrics and KBA Can’t Stop Contact Center Fraud

Customer contact centers sit at the intersection of customer trust, identity, account access, and human judgement. But the traditional controls contact centers rely on were built for a different era. Widely available customer data from breaches defeats knowledge-based authentication questions. Caller ID can be spoofed. Cloned voices generated from seconds of audio bypass voice biometrics.

Full identity packs – bundled personal and identity data for sale on the dark web – provide the materials needed to bypass identity verification. Without support, agents, no matter how well trained, can’t outmaneuver these tools designed to deceive them.

How GetReal Prevents Contact Center Fraud Without Degrading Customer Experience

The GetReal Trust and Authenticity Platform integrates seamlessly into contact center solutions to automate deepfake detection and identity verification of callers in real time. This verifies who is on the other end of an interaction without relying on agents to determine real from fake or degrading the customer experience with complicated identity verification processes.

Rigorous Deepfake Detection

Stop fraudsters using cloned voices and likenesses to impersonate customers. Protect customers and agents with deep forensic analysis of callers that happens in the background. Grounded in forensic science, not generic AI classification, deceptive content is flagged with high confidence.

Continuous Identity Verification

Confirm that the person on the other end of a call is actually the customer they claim to be. Identity templates created and updated across time and channels expose imposters even when they can answer questions about a customer’s identity.

Adaptive, Automated Response

Ensure consistent response with automated policy enforcement that doesn’t burden contact center agents. Calls can be terminated, escalated to specialists, or routed to fraud teams based on defensible evidence of deception.

Global Threat Intelligence

Identify and eject known fraudsters and repeat offenders from call center interactions with curated intel spanning your environment and the wider threat landscape. Recognizes patterns automatically to block adversaries in real time.

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Outcomes for Customer Contact Centers

Prevent account takeover and other fraud by stopping fraudsters that use stolen identity data along with cloned voices and likenesses to manipulate agents into resetting credentials or authorizing fraudulent transactions
Ensure consistent, automated scrutiny of every caller without degrading the customer experience
Demonstrate fraud due diligence across customer-facing account access workflows to leadership, compliance teams, and regulators via evidence-based detection and response