INTELLIGENT BRANDS // Software for Business
Nuance AI enables organisations
to prioritise and protect elderly
citizens using sound of their voice
Nuance Communications, a pioneer in
AI, has announced enhancements to
its AI-enabled intelligent detection
capabilities in Nuance Gatekeeper, one of the
world’s most advanced biometrics solutions
for authenticating customers and enabling
fraud detection. Prioritising and protecting
elderly citizens using the sound of their voice,
the new intelligent detection capabilities
are first-of-kind and let enterprises quickly
identify if callers are over the age of 65 and,
if so, immediately prioritise their call, get
them to a live agent for service and better
protect them from fraud.
As consumers today are primarily interacting
with businesses on digital channels, older
people are at increased risk of falling victim
to fraud as criminals take advantage of the
current circumstances to obtain personal
information. Those individuals are not only
being exploited by aggressive fraudsters
but in some cases, by others they know.
According to Age UK, an older person in
England and Wales becomes a victim of
fraud every 40 seconds. To proactively
prevent fraud across voice and digital
channels, the world’s largest financial,
telecommunications, healthcare, retail and
government organisations are deploying
Nuance’s biometrics technology, using
fourth-generation deep neural networks to
allow individuals to use their voice, behaviour
and other characteristics for authentication.
Nuance Gatekeeper can identify users
from the way they talk, tap and text, and
determine if the caller is a child or adult. This
added layer of detection offers the ability
to differentiate adults below 65 and those
over, to enable the elderly to access their
accounts without the frustration of PINs and
passwords, while ensuring others cannot
easily socially engineer their way into those
seniors’ accounts to steal information.
Telefónica, a global telecommunications
firm serving 344 million customers across
14 countries, was one of the first to rollout
the new capabilities. “The current pandemic
has made everyone over the age of 65
both more susceptible to fraud and in need
of immediate service,” said Emilio Gayo,
President of Telefónica España. “Partnering
with Nuance Gatekeeper in developing
together proper and agile solutions, we can
best serve this group by prioritising their calls
and getting their issues resolved even quicker
than we already do. The system is critical to
protecting our most at-risk customers while
enabling an easier service experience on
the phone channel, which this demographic
most commonly uses to engage.”
“Our advanced intelligent detection algorithms
can detect unique characteristics that are
common in a broad age group to enable more
effective and efficient customer protection
and service,” said Brett Beranek, General
Manager, Security Business, Nuance. “We’ve
enhanced this capability and are rolling it out
to our entire customer base immediately to
help them leverage the power of AI to support
their most vulnerable consumers during the
pandemic and well into the future.” •
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