Mattersight and ID Analytics work on voice biometrics and speech analytics solution to detect fraud in the contact center.
Mattersight and ID Analytics, a provider of consumer risk management, today announced an agreement to enhance predictive fraud analytics at call centers.
As part of the deal, ID Analytics will incorporate Mattersight's speech and behavioral analytics technology into future products.
Mattersight's Fraud Analytics solution is designed to identify fraudsters conducting illicit activity through the contact center by recording customer calls and automatically analyzing every second of every recorded interaction, using millions of proprietary algorithms and unique behavioral models. The output of this analysis is hundreds of data attributes on every interaction, including the following:
- Caller biometrics and acoustics (voiceprint, dialect, gender);
- Linguistic patterns (call reason, activity conducted, missed authentication, distress patterns);
- Non-linguistic data (esponse time, authentication time); and
- Account contextual data (previous interaction data, caller phone number match, location match, transfer destination).
The Fraud Analytics solution leverages these data attributes in predictive models that score every recorded call for the percentage likelihood each caller is a fraudster. Mattersight also leverages a database of known fraudsters' voiceprints that callers are compared against to identify repeat fraudster activity.
"Mattersight's cutting-edge voice biometrics, linguistic algorithms, and our predictive analytics capabilities, combined with the power of our ID Network, will allow us to not only improve fraud detection rates, but also to reduce the amount of friction that good customers experience when subjected to cumbersome authentication activities," said George Gelly, chief product officer, ID Analytics, in a statement.
"ID Analytics brings a wealth of credibility and knowledge in the consumer risk management space, and we're excited to partner with them and leverage our unique technology to address the voice-facilitated fraud market," said Kelly Conway, president and CEO of Mattersight, in a statement. "This application and partnership further demonstrates the breadth and power of our algorithms and analytics."