2016 Pindrop™.
INTRODUCING
RSA Conference 2016
IVR ANTI-FRAUD
2016 Pindrop™.
COMPLETE CALL CENTER PROTECTION
IVR Anti-fraud
• Call risk scoring and threat detection• Multi-factor analysis engine• Adaptive machine-learning technology
Pindrop Risk Assessment Engine
IVR AF
CC AF
Live Agent Anti-FraudFraud Detection System (FDS)
• Launched in 2011• Protecting 460,000,000 calls
annually• Leading anti fraud solution in
enterprise call centers
• Launched in 2016• Extending protection to entire
enterprise call center• 3 POCs with amazing results
2016 Pindrop™.
Call Center Fraud Attack Timeline
FRAUD ACTIVITY IN THE IVR
• Account Mining• Tree Mapping• Information Leakage• Fraud Alert Detection• Balance Inquiry
• Brute Force Attacks• PIN Resets
• Toll Free Traffic Pumping
RECONNAISSANCE ACCOUNT TAKEOVER MONETIZATION
Fraud Technology• Caller ID Spoofing
• Robotic Dialing
1 in 2600Calls to the IVR
is fraud
75%Calls stay in the IVR
UNSUPERVISED
33%Live agent fraud calls
pass through IVR
2016 Pindrop™.
THE IMPORTANCE OF IVR
2014 2016
47%63%
“The average cost of an agent-assisted call was $5.50. This is
compared to $.45 for a touchtone IVR call.”
Gartner
“By 2020, customers will manage 85% of their relationship with the enterprise without interacting with
a human”
Gartner
12X“Fully automated customer
interactions will increase from 47% in 2014 to 63% in 2016”
Frost & Sullivan
2016 Pindrop™.
CURRENT IVR SECURITY SOLUTIONS
• Blacklisting
• Voiceprinting
• Knowledge Based Authentication
• Only protects against known bad numbers• No protection for first time callers• Defeated by spoofing
• Only works in voice enabled IVRs• Requires opt-in authentication• No protection for first time callers• Defeated by voice distortion
• Limited to multiple choice or numerical answers• Easily guessed or data available on black market• Poor customer experience• Costly
2016 Pindrop™.
PINDROP IVR FRAUD DETECTION
First Call, Every Call100% coverage for all calls in the call center
TransparentFast, non-intrusive, behind the scenes
Highly AccurateExamine multiple aspects
of call for accuracy
2016 Pindrop™.
HOW IT WORKS: PATENT PENDING IVR ANALYSIS
NETWORK What does the
signaling tell us?
SS7 CharacteristicsSIP Characteristics
REPUTATIONHow malicious is
this number?
ComplaintsType
GeographyCarrier
BEHAVIORHow does this
caller act?
NavigationalInteraction TimingsDTMF Sequence
STATISTICSDo the calling patterns
make sense?
Calling IntervalsCall Duration
Call DestinationCall Volume
Pindrop Intelligence Network
RISK SCORE
2016 Pindrop™.
RISK SCORE
CONTINUOUS SCORING
• Highly accurate• Complete coverage• Flexible & Actionable
TREATMENT STRATEGY EXAMPLES
• Passive, alert fraud analyst• Route call to CSR• Drop call• Dynamically change IVR options• Step Up Authentication
2016 Pindrop™.
KEY BENEFITS
Reduce IVR Fraud Risk• Protect first and every call• Highly accurate and actionable risk scoring
Reduce Call Center Operations Costs• Reduce agent time spent on fraud calls• Reduce robo-dialing in the IVR
Increase IVR Self Service Capabilities• Reduce CSR call handle time• Increase customer satisfaction
2016 Pindrop™.
CASE STUDY – LARGE BANK
Evaluation of over 2,000,000 calls over a 77 day period• Evaluated calls at both the IVR and CSR legs
Customer was surprised to find…• Extremely long duration calls – 16 hours (Toll-Free Traffic Pumping)• Very long user interactions – 100’s of key presses (Account Mining)• Multiple calls from same ANI targeting different accounts (Account Mining)• Nonsense user interactions (Tree Mapping)• Multiple devices presenting the same ANI (Caller ID Spoofing)• User interaction with extreme regularity (Robotic Dialing)
Impact• 33% of all fraud was first detected in the IVR• Fraud detected at the IVR accounted for over $5M of total annual loss
2016 Pindrop™.
PINDROPPhone Fraud Stops Here.