All contact center vendors have an AI
story now, but you ne to find out what specific Vk Database applications they have for mitigating fraud. Key capabilities would include machine learning to detect speech patterns us by fraudsters and voice biometrics to validate the caller’s identity with the customer they are claiming to be. These technologies aren’t foolproof, but as with all things AI, they get better the more you use them.
The more datasets you have to work with
, the better the results will be over time, so a bit of Why you Should Stop Selling SEO Services? patience is ne. As those capabilities are being fine-tun, always keep in mind that the strategic value of AI is the ability to process vast amounts of data and make it usable in real time. This means that every agent will have this support for every call, and when r flags are detect, they’ll be alert in real time.
That’s a vast improvement over how contact
centers handle fraud with legacy technologies. And keep in mind that when you’re no longer an easy target, the fraudsters will quickly move on to find other marks. SOURCEContact Center Pipeline May TAGSAIartificial intelligencefraudfraud preventiontelecom fraudtelemarketing fraudvoice biometrics Jon Arnold Jon Arnold https://www.jarnoldassociates.com/ Jon Arnold is Principal of J Arnold & Associates, an independent analyst practice providing thought leadership about the business-level impact of digital transformation on the future of work.
Core areas of expertise include unifi com
munications, collaboration, cloud platforms (UCaaS, CCaaS and CPaaS), contact centers, and customer experience. RELAT ARTICLESMORE FROM AUTHOR How Contact Centers Can Have Available Quality Agents – Part VENDOR ROUNDTABLE: How Contact Centers Can Have Available Quality Agents – Part Contact Center Pipeline Top Blog Posts Top Posts in June Decoding The Solution Options Decoding The Solution Optio
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