One of the challenges that call centers face is the inability to confirm the identity of the person on the other end of the phone. Confirmation of the caller’s identity is usually done through authentication questions, but scammers can exploit this method using social engineering techniques and information theft. To improve authentication based on secret questions, call centers are now embracing machine learning technology and Artificial Intelligence (AI) as a new way to verify the identity of the caller to help call center advisors. calls.
Shelter from prying eyes
There are several factors that attract scammers to the phone channel, including the fact that it is inexpensive to use and allows them to feel anonymous, making them invulnerable. Unlike physical and visual interactions, callers can keep their identities hidden, providing them with a perfect shield to hide when engaging in fraudulent activities. While verification processes have helped combat this problem, they still do not fully resolve fraud. Obvious indicators of deceptive behavior, such as hesitation at words, are no longer a reliable detection method, as scammers are much more skilled in the art of deception, which is why they rarely make these mistakes.
The main goal of call centers is to provide good customer service rather than treating all callers as potential scammers. However, criminals will try to take advantage of this fact. Social engineering techniques allow scammers to use call center agents as a great source of data verification. In fact, any information previously stolen or collected by scammers can be used to manipulate call center agents into confirming the validity of the data. Once they know that the information is verified, criminals can continue to exploit their victims by accessing their bank accounts or filing false insurance claims, for example.
Unfortunately, scammers take advantage of both call center agents and machine learning systems. Take the interactive voice server (IVS) with its mode of operation well known to scammers. IVR appears to be a much faster process that prevents scammers from interacting with call center agents and risking being blocked. In reality, the machines can also be used to automate fraudulent activities and thus carry out large-scale attacks, thus increasing the level of profit for scammers if they are successful.
Change direction with Artificial Intelligence
But call centers are changing course thanks to the use of Artificial Intelligence (AI)! The main goal is to detect fraudsters before the damage occurs. Call centers are often inundated with calls, and most of them are legitimate calls made by well-meaning people who really need help. Since call centers don’t want to treat their customers like scammers, the challenge is identifying bad callers in a sea of real customers. It is not humanly possible for a single person to examine tens of thousands of calls in real time and detect a fraudulent call, which is why companies are increasingly using technology. Artificial intelligence-based anti-fraud systems designed specifically for the phone channel can simultaneously analyze audio, voice, behavior, and a large amount of metadata to detect weak signals that indicate a potential scammer. The system assesses the risk of a call in real time and thus helps operational teams detect fraud. In a simple way, these mechanisms help the day-to-day running of front-line customer relationship teams.
What’s more, AI can go even further in helping us deal with the growing threat of text-to-speech. While cutting-edge technologies such as ‘Deepfakes’ are yet to prevail in the fraud community, advancements in this area strongly suggest that the threat is fast approaching. A good example of Deepfake technology is featured in the Anthony Bourdain documentary, which was released with a recreation of Bourdain’s voice, giving us a glimpse of a terrifying reality. The power of AI could open up a wide range of great threats if criminals were to master this technology. Right now, scammers tend to use only fairly rudimentary voice-changing tools, but the evolution of AI applied to text-to-speech is near.
The sustainability of call centers requires a strategy based on Artificial Intelligence to fight fraud. As we have seen: Despite enormous advances in technology, the human voice is still a powerful tool, widely used by cybercriminals. The fact is clear, if companies don’t prepare for the evolution of voice fraud, they could quickly become the victims of devastating attacks. And all because they were deceived by a single voice.
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