Pindrop to provide Phoneprinting for online retailer Shop Direct
Pindrop will provide its Phoneprinting technology to digital department store operator Shop Direct, Britain’s second largest pureplay online retailer, to improve customer service and detect fraud, the company has announced.
Shop Direct operates brands including Very.co.uk and Littlewoods.com, and will become the first ecommerce retailer in Europe to deploy the technology, according to the announcement.
“Protecting our customers is our priority and investing in technology like this is one of the ways we can stay a step ahead of fraudsters,” says Neil Chandler, CEO of Financial Services at Shop Direct. “Our partnership with Pindrop will let us further strengthen our security, whilst reducing call times for customers.”
One call in 491 to a retail contact center is fraudulent, according to Pindrop Labs. Pindrop create an “audio fingerprint” to identify both fraudulent and legitimate callers with over 1,380 unique call features, starting with what the company calls “pre-ring” analysis, Pindrop Vice President of Research Matt Garland told Biometric Update when the company released its Deep Voice biometric engine earlier this year.
“Our Phoneprinting technology identifies and analyses a call’s audio technology in real-time to indicate if a caller is suspicious,” says Pindrop Research Director EMEA, Nick Gaubitch. “The technology can also identify multiple callers associated with the same phone number, allowing the detection and tracking of fraud rings. This shines a spotlight on fraudulent activity in e-tail before it becomes an issue – for both Shop Direct and its customers – and above all ensures a positive customer experience.”