AI and Contact Center Fraud PreventionThe amount of data we deal with every day is growing at a staggering rate. The issue then becomes the management and security of that information. How do we keep this ever increasing amount of data safe and prevent fraud? We need to become smarter about which technology we use to secure the data while still being able to access it when required. Enter Artificial Intelligence (AI). So, how do we use AI to the benefit of our overall security protocol?

In an article by Torsten George “ The Role of Artificial Intelligence in Cyber Security”, George lists some key facts that are alarming:

  1. 70% of attacks exploit known vulnerabilities with available security patches.
  2. 146 days – on average the time it takes companies to fix critical vulnerabilities.

The article goes on to cite three specific security use cases where AI’s can be engaged but which are currently handled manually.

  1. Identifying threats – AI can get wider and deeper than humans.
  2. Assessing risk – correlating threat data with criticality
  3. Orchestrating remediation – automating remediation of the risk.

This information provides great insight, but how does this apply to the contact center?

Most companies have implemented some form of technology to prevent computer fraud. For instance, I just downloaded and started using Google Chrome. When I accessed my bank’s customer account center using my new Internet browser for the first time, it forced me to put in a verification code that they sent me via SMS. All great stuff, but what about the voice channel?

Helping Agents to Prevent Fraud

Often, the same level of security doesn’t exist in the voice channel. If a fraudster has your personal information, they have come up with ways of social engineering to convince the agent to access funds that aren’t theirs. I have also learned that out on the Dark Web there’s an entire supply chain of entities that do everything from collecting sensitive data to developing and translating scripts for yet another interest. They in turn act as the contact center to place the call with the information from first company using the script from the second company to ultimately try to get the agent to move funds.

This is exactly where AI can assist the agent in preventing fraud. With AI, a confidence score can be assigned to the action, allowing AI to assess the level of threat by looking at tone, pattern or rhythm of the speaker along with the inflection, emphasis and tempo. Based on these and other factors AI can determine the likelihood of a call being fraudulent. The information is then passed on to the agent to make the final ruling, along with a red flag that requires the agent to investigate further.

This is just one of many opportunities available to leverage the power of AI in the contact center so that customer and business information stays secure. To find out more about how Blueworx can help AI work for you, Contact Us.