Bank of the West to use Pindrop voice biometrics for fraud detection

Bank of the West will use Pindrop’s proprietary machine learning-powered voice biometrics technology for fraud detection as part of its commitment to providing a unique customer experience while securing sensitive information, according to an announcement.

Bank of the West has won awards for its relationship banking approach to customer service, and the partnership with Pindrop enables its customers to continue to rely on the voice channel for seamless and secure service, the companies say.

“Pindrop’s machine learning technology allows us to better know our customers and more effectively protect their assets,” said Patricia Nowak, Head of Enterprise Customer Experience for Bank of the West. “Using emerging technology to better serve our customers is a key initiative for Bank of the West.”

Pindrop says its solutions will highlight unusual activity and identify issues such as caller ID spoofing voice distortion and social engineering before they become problems.

“Bank of the West will see an improved customer experience with the implementation of our solutions,” said Scott Rose, SVP of Product at Pindrop. “These results are made possible by Pindrop’s machine learning technology, which enables improved fraud detection and delivers value to the customer from the very first time they contact the bank.”

A survey conducted recently by Pindrop showed that roughly half of U.S. consumers have called the customer support line of a financial institution in the past year.

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