Looking to reduce fraudulent transactions in local call centres, the South African Fraud Prevention Service (SAFPS) is planning to launch a shared imposter voicebank.<\/p>\n
The initiative will be piloted with select participants before rolling out nationally, and will be driven by a partnership with the SAFPS and\u00a0biometrics company, OneVault.<\/p>\n
\u201cVoice biometrics is an authentication solution that is similar to a fingerprint in that it represents an individual\u2019s biological construct and is therefore difficult to emulate,\u201d said Paul Hutton, OneVault CEO.<\/p>\n
\u201cVoice authentication is as accurate as a finger print and eliminates the need for an individual to be physically present to conclude a secure transaction”.<\/p>\n
How it works\u00a0<\/strong><\/p>\n 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 \u201cwatch list\u201d and a defined process can be followed.<\/p>\n The solution is sophisticated enough that it will trigger a liveness detection functionality when artificial voice production or voice manipulation is detected.<\/p>\n \u201cIn 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,\u201d said Hutton.<\/p>\n Members of SAFPS have been encouraged to participate to gain access to the recordings of known imposter calls.<\/p>\n Imposter voices will then be loaded onto this single shared database, which will then be distributed or used to trigger alerts in realtime.<\/p>\n \u201cMost 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.<\/p>\n
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