Nuance Communications has upgraded its Gatekeeper platform to help other organizations better respond to the needs of senior users. The voice biometrics solution now boasts improved detection capabilities that will automatically determine whether a caller is over the age of 65.
Organizations that have deployed Gatekeeper can then use that information to prioritize calls from senior customers and reroute them to a live, human agent. Nuance notes that fraudsters often target senior victims, using social engineering techniques to steal personal information through phone channels. Those between the ages of 70 and 79 suffered the most severe consequences as a result of fraud, with an average loss of $45,300.
The updated Nuance Gatekeeper is intended to prevent that kind of social engineering fraud. The solution authenticates users with voice recognition, and with behavioral characteristics like tap and texting habits.
“Our advanced intelligent detection algorithms can detect unique characteristics that are common in a broad age group to enable more effective and efficient customer protection and service,” explained Nuance Security Business GM Brett Beranek. “We are rolling it out to our entire customer base immediately to support their most vulnerable consumers.”
Some of Nuance’s enterprise-level clients have already deployed the new age detection feature. Telefónica, for instance, currently has around 344 million customers, and believes that improved contact center service will help keep customers safe during the COVID-19 pandemic.
“The pandemic has made everyone over the age of 65 both more susceptible to fraud and in need of immediate service,” said Telefónica España President Emilio Gayo. “The system is critical to protecting our most at-risk customers while enabling an easier service experience on the phone channel, which this demographic most commonly uses to engage.”
Nuance launched the Gatekeeper platform back in October. National Australia Bank recently became the latest financial institution to adopt the solution. Numerous organizations have warned that social engineering and account takeover fraud is up during the COVID-19 pandemic.
June 4, 2020 – by Eric Weiss