Pindrop, a global leader in voice technology, announced its latest deployment of product features at RSA Conference 2022 — advancing voice security even further by allowing customers to gain deeper intelligence by offering new features that predict age range and spoken language, monitor fraudulent attempts to pass voice verification, as well as offering customizable account data tags for better policy automation.
Expanding the limits of voice technology, Pindrop has increased the level of intelligence derived from voice analysis to include demographic insights. Pindrop’s contact center customers can now receive API-driven information like predicted age range and spoken language, to better route callers and improve authentication performance.
These predictions can also allow for deeper intelligence on possible security threats from account takeover when used in combination with other tools and Pindrop’s anti-fraud solution.
Amit Gupta, Vice President of Product Management, Research, and Engineering at Pindrop stated: “The ability to detect additional demographic features will help Pindrop’s customers better authenticate genuine users, and appropriately route consumers in a more efficient, secure manner. Adding more value to our portfolio of voice authentication services is paramount and we are determined to continue helping people unlock and access the things that matter to them.”
Vijay Balasubramaniyan, CEO of Pindrop stated: “With access to deeper intelligence and enhanced investigative tools, Pindrop has strengthened its ability to protect the customer authentication process and help push further into a passwordless, voice-driven world. Data breaches fuel fraud, and in 2021, the volume of data breaches hit record levels. Pindrop’s platform advancements can improve account security, and customer experience, feed other systems with improved intelligence, and reduce the effectiveness of omnichannel fraud attacks.”
Pindrop added further that another core featured addition is the ability to detect intentionally deceptive callers by alerting when a voice is a mismatch to enrolled users. Contact centers can improve account access security by leveraging this mismatch to step-up authentication requirements. Beyond the additional intelligence extracted from voice interactions, the Pindrop solution also provides customers with custom data fields or tags that can be used to enhance policy creation—providing more impactful call fraud investigations based on more intelligence provided by the contact centers directly.
Pindrop further claimed that they have expanded to provide contact center agents and fraud investigators with better tools for authentication and fraud policies, fraud investigations, and case management. These enhancements include spoof detection now available for authentication policies, allowing more opportunities for contact centers to reduce friction for genuine customers and increase friction for suspected bad actors, better controls on fraud caseload management and prioritization, and algorithm updates to the Pindrop Intelligence Network to help detect more fraud than ever before.
Pindrop added that its latest feature releases come amidst a flurry of other strategic moves within the company. Prior to this most recent release, Pindrop partnered with Google to start offering its solutions to contact centers that leverage Google’s Cloud Services; direct carrier integration with Bandwidth; and the company integrated VeriCall technology into its contact center authentication solutions following the acquisition of Next Caller, a wholly-owned subsidiary of Pindrop.