The Evolution of Call Center Security: From KBA to Voice Biometrics to Advanced Deepfake Detection

Call centers play a pivotal role in providing customer support across various industries, including healthcare, financial services, and telecommunications. Yet, with increased access to sensitive information, call centers have also become hotspots for fraudsters. Traditional Agent handled, Interactive Voice Response (IVR), and Intelligent Virtual Assistants (IVA) authentication methods have proven susceptible to breaches. The answer to mitigating this risk is the use of advanced voice biometrics authentication, exemplified by cutting-edge solutions from ValidSoft.

The Risks with Agent, IVR, and IVA authentication methods

Traditional IVR and IVA authentication methods have been a longstanding feature of call centers across the globe. They served as essential tools for customer interaction, handling tasks such as account management, payments, and appointment scheduling. The crux of their function relied on knowledge-based questions and identification, often utilizing passwords, PINs, and security questions to authenticate the caller’s identity.

However, reliance on knowledge-based authentication methods, such as passwords, PINs, and security questions, has exposed glaring vulnerabilities. Fraudsters can easily acquire or guess this information through social engineering techniques, phishing attacks, or data breaches. In many cases, an Agent that is exposed to such knowledge sharing is also a potential threat. Consequently, these systems have increasingly become the weakest link in the security chain, contributing to identity theft and mounting losses.

Yet, in the context of our rapidly digitizing world, these methods are becoming increasingly obsolete. The escalation of identity theft and cybercrimes, coupled with the ease with which fraudsters can acquire or guess security answers, has exposed the vulnerabilities of these systems. IVR and IVA, in their traditional forms, no longer offer a reliable shield against threats in our digital landscape.

In today’s age, customers demand seamless, fast, and highly secure interactions, which these traditional methods can no longer provide. In an era of rapid digital transformation, where customers expect immediate and personalized service, the robotic and often slow nature of traditionally Agent handled, IVR and IVA systems is viewed as a drawback. Customers grow frustrated with lengthy calls and complex IVR menus.

The Shift to Voice Biometrics

The transition towards voice biometrics in call center authentication presents a more secure, reliable, and convenient alternative. ValidSoft, with its conversational voice biometric solution, exemplifies this advancement. By authentically identifying a caller in the background, this solution saves time and enhances the customer experience by eliminating the need for knowledge-based questions.

Adopting voice biometrics offers numerous benefits, including reduced operational costs, improved productivity, and ease of use. By verifying identities using a voiceprint, businesses can prevent unauthorized access, save costs and prevent identity theft.

Beyond Basic Voice Biometrics Solutions 

ValidSoft’s Voice Verity ™ Deepfake detection technology is revolutionizing contact center security by offering a comprehensive and immediate solution to the latest deepfake audio risks. With multiple deployment configurations, including Cloud, Private Cloud, On-premises, Hosted, and SaaS, Voice Verity™ can seamlessly integrate with any customer engagement channel that supports audio (whether or not a voice biometric solution is deployed).

What sets Voice Verity™ apart is that it is not a biometric solution, meaning it can operate as an independent defense, eliminating the need for user enrollments and consent workflows while ensuring compliance with privacy frameworks like GDPR. This allows for swift deployment and operation without holding or storing any Personally Identifiable Information.

For organizations using legacy biometric solutions lacking deepfake detection capabilities, ValidSoft’s Deepfake detection solution can run as a complementary standalone service, requiring only an audio feed. This additional layer of protection offers a robust defense against fraudulent activities. Voice Verity™ operates as a standalone product, separate to existing voice biometric deployments, and provides real-time or retrospective batch processing for deepfake audio. It can also generate visual real-time alerts in a fraud control panel or CRM system, enabling contact center agents or users to promptly escalate potential threats. With its advanced features and versatility, ValidSoft’s Voice Verity™ is the ultimate solution for enhancing contact center security.

In conclusion, as fraudsters continue to exploit the vulnerabilities in traditional Agent, IVR, and IVA authentication methods, it’s high time for businesses to adopt advanced voice biometrics solutions, as well as deepfake detection technology. ValidSoft is pioneering this field, ensuring call centers can offer a seamless, secure customer experience while significantly reducing the risk of identity theft and fraud.