NICE has released a new voice-based fraud prevention solution for call centers. Dubbed ENLIGHTEN, the solution does not use voice biometrics for authentication, but instead uses the technology to identify suspicious activity and build profiles of known fraudsters.
In that regard, ENLIGHTEN Fraud Prevention differs from more conventional voice solutions that only take one call at a time. ENLIGHTEN instead scans millions of calls and applies AI and predictive models to spot certain behaviors that have been associated with fraud. For example, requests to change an address or an authentication method will often be suspect, especially if the caller does not seem too familiar with the original information.
ENLIGHTEN is designed to be self-training, and will learn to identify other risky behaviors over time. It will also remember the voices of suspected fraudsters, creating a ranked list of the voice profiles that have been caught doing suspicious things. ENLIGHTEN may not be able to match that voice to a name, but it can step in to stop those people from committing fraud when they call in again, making ENLIGHTEN a more proactive fraud prevention option.
The solution itself combines NICE’s Customer Engagement AI platform with its voice biometrics technology. ENLIGHTEN will be integrated into other products in the company’s portfolio to thwart account takeovers, prevent data breaches, and reduce overall fraud losses.
“NICE ENLIGHTEN Fraud Prevention ensures that fraudsters are rapidly and proactively stopped in their tracks so organizations can protect their customers and their brand,” said NICE President Barry Cooper. “We believe that by bringing AI to Fraud Prevention we provide organizations with the agility that makes it even more difficult for the fraudsters to win.”
NICE already offers Real-Time Authentication for organizations that want to use voice recognition to verify the identities of legitimate customers. Alfa-Bank, Permata Bank, and a domestic bank in Vietnam are some of the organizations that have deployed the solution.
November 19, 2020 – by Eric Weiss