NICE launches machine learning fraud exposure capability for contact centers

NICE has revealed a new Proactive Fraudster Exposure capability based on machine learning technology for its Real-Time Authentication (RTA) voice biometric solution to enhance contact centers’ fraud defense.

Previously unknown potential fraudsters are identified by comparing caller behavior with the abnormal behavior associated with fraud in hundreds of thousands of existing call recordings. The suspected malicious actor is then automatically referred to further investigation steps, and if necessary, added to a watch list of fraudster voiceprints, and blocked from making future calls. The automated process eliminates the expense and time needed for manual checks, the company says.

“This new capability demonstrates once again that our RTA offering remains at the cutting edge of innovative technology,” says the President of NICE Enterprise Product Group, Miki Migdal. “It also reinforces our commitment to helping customers protect their consumers against identify theft together with the tools they need to provide excellent customer experiences. This capability, like many other unique features in our RTA offering, demonstrates NICE’s domain expertise in delivering voice biometrics applications that innovatively meet the specific needs of contact centers.”

NICE added conversational technology capabilities from Omilia to the marketplace for its inContact CXone cloud customer experience platform earlier this year.

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