50 Best Workplaces of the Year 2019

Securing every voice interaction: Pindrop

thesiliconreview-vijay-balasubramaniyan-ceo-pindrop-19There are fraudulent practices that plague every industry. This is especially common if the transacting parties are not dealing face-to-face. Moreover, numerous customer support centers of internet-based services find it difficult to authenticate the identity of callers and need to resort to asking personal questions. Although inconvenient, such a procedure ensures safety and prevents any type of theft. The conversational economy is here, but an effective way to secure our voice or share identity across voice-enabled channels is missing. Whether it is authenticating voices from a connected IoT device or authenticating callers in your contact center, Pindrop can provide security, identity, and trust for EVERY voice interaction.

Pindrop helps contact centers authenticate customers and detect fraud throughout the lifecycle of a call by analyzing the audio, voice, behavior, and metadata to create call risk scores and customer credentials. Moreover, Pindrop provides a Voice Identity Platform for connected IoT devices that confirms the identity of the speaker by voice while providing security against fraudulent use.

Customers have always relied on the convenience of the call center for immediate assistance, but the omnichannel experience is revolutionizing business-consumer interactions. While most organizations today have secured their physical and online channels, they often overlook the “innocent” phone channel. This provides an attractive opportunity for the sophisticated fraudster to mine data and eventually achieve account takeover.

In the past, Social Security numbers and maiden names sufficed as identifiers to maintain security and quickly resolve issues. However, thanks to countless breaches and inexpensive data for purchase, these personal identifiers are essentially void. Next generation call centers must accurately identify legitimate customers and weed out fraudsters — without sacrificing exceptional customer service.

Pindrop helps enterprise call centers reach their full potential by providing anti-fraud and authentication solutions specific to the voice channel. Unlike legacy solutions, Pindrop call center solutions offer multi-factor protection, analyzing every part of the phone call, including the phone number, reputation, voice, network, behavior, and full audio signal for maximum intelligence. This analysis results in highly accurate fraud scores for all calls, as well as unique credentials that can be used to authenticate legitimate customers calling from the correct device with the right voice and behavior.

Let’s have a look at some of Pindrop’s innovative technologies

Phoneprinting® technology for anti-fraud & authentication

Pindrop’s patented Phoneprinting technology analyzes over 1,300 factors of a call’s full audio to determine its true device type, geo-location, and carrier. Phoneprinting technology analyzes the full audio of a phone call to help call centers identify malicious behavior and verify legitimate callers. This technology is at the heart of Pindrop's anti-fraud and authentication solutions.

Just like your fingerprint, your call audio has a unique signature – a phoneprint. Whenever you pick up the phone, your device, your carrier, your geographic location, and your network routing contribute very subtle audio characteristics to your call. These traces of valuable information are invisible to most people – and it’s important to note that, unlike your voice or your phone number, you can’t manipulate, spoof, or otherwise disguise them.

Many of the world’s largest enterprise contact centers are using these Phoneprints to authenticate customers and detect fraud, reducing costs and improving customer experience. Advantages of this technology include:

  • Reduce call time and improve customer experience
  • Uniquely identify fraudsters in the contact center
  • Assess the risk of first time callers in real-time
  • Stop fraud attacks in the early reconnaissance phase

Deep voice™ for speaker identification

Pindrop’s proprietary, text-independent speaker recognition system passively identifies legitimate and fraudulent voices. The Deep Voice™ engine is Pindrop's proprietary deep neural network speaker recognition system. Akin to the deep neural networks that power autonomous cars, Deep Voice™ biometrics runs throughout the lifecycle of a call, from IVR to agent, identifying and analyzing repeat callers. Running in the background of every call, the system offers friction-free voice analysis to authenticate legitimate callers and identify fraudsters.

Pindrop’s Deep Voice™ biometric engine is the world’s first end-to-end deep neural network-based speaker recognition system. Whether callers are engaging with an IVR or speaking to an agent, it offers more accurate authentication in less time, using the same technology that powers autonomous vehicles and your favorite search engine. The company built this proprietary engine from the ground up with an emphasis on security. Its voice biometric technology removes background noises from a call, so the focus lies solely on the caller’s voice — thus identifying attacks ranging from voice morphing and recorded voices, to synthesized and simulated voices.

Meet the visionary behind Pindrop success, Vijay Balasubramaniyan

Vijay Balasubramaniyan is Co-founder, CEO, & CTO of Pindrop. He’s held various engineering and research roles with Google, Siemens, IBM Research and Intel. Vijay holds patents in VoIP security and scalability and he frequently speaks on phone fraud threats at technical conferences, including RSA, Black Hat, FS-ISAC, CCS, and ICDCS. Vijay earned a Ph.D. in Computer Science from Georgia Institute of Technology. His Ph.D. thesis was on telecommunications security.

“Pindrop creates frictionless identity and secure infrastructure for voice interactions in contact centers, connected IoT devices, and beyond.”