How SA banks and mobile operators will detect scammers from “Hello”
Looking to reduce fraudulent transactions in local call centres, the South African Fraud Prevention Service (SAFPS) is planning to launch a shared imposter voicebank.
The initiative will be piloted with select participants before rolling out nationally, and will be driven by a partnership with the SAFPS and biometrics company, OneVault.
“Voice biometrics is an authentication solution that is similar to a fingerprint in that it represents an individual’s biological construct and is therefore difficult to emulate,” said Paul Hutton, OneVault CEO.
“Voice authentication is as accurate as a finger print and eliminates the need for an individual to be physically present to conclude a secure transaction”.
How it works
By using voice biometrics to automatically cross-reference each call with the shared imposter voicebank, the agent will be alerted if there is match against the “watch list” and a defined process can be followed.
The solution is sophisticated enough that it will trigger a liveness detection functionality when artificial voice production or voice manipulation is detected.
“In the case where a legitimate customer is calling, the agent is able to identify the customer quickly and securely through a matched voice print, thus vastly improving the customer experience and overall contact centre efficiency,” said Hutton.
Members of SAFPS have been encouraged to participate to gain access to the recordings of known imposter calls.
Imposter voices will then be loaded onto this single shared database, which will then be distributed or used to trigger alerts in realtime.
“Most fraud cases touch a contact centre at least once. The implementation of a shared imposter voicebank will have a substantial impact on combating this type of fraud,” said Hutton.
Read: Shocking number of South Africans have experienced card fraud
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