Written in collaboration with Bennett Borofka, Partner Solutions Architect at Amazon Web Services.
Is your contact center vulnerable to fraud attacks?
In Pindrop’s 2024 Voice and Security Intelligence Report, we project that more than 1 in every 730 calls into call centers will be fraudulent by the end of 2024. The rise of accessible generative AI tools is also making way for a rise in deepfake attacks, or the fraudulent use of synthetic media to replicate a person’s likeness, including their voice.
Now is the time to help protect your business with technological solutions designed to help detect fraud, authenticate callers, and spot deepfakes.
Amazon Connect is the cloud contact center service from Amazon Web Services (AWS). It provides a seamless, omnichannel experience that is easy to deploy and scales quickly. As an AWS Partner, Pindrop has successfully launched Pindrop® Solutions with several Amazon Connect Customers and many Pindrop customers are running on AWS. Check out this customer case study to better understand the benefits of Pindrop solutions in your contact center.
About PindropⓇ Solution’s integration with Amazon Connect
Pindrop Solutions’ integration with Amazon Connect brings authentication, fraud detection and deepfake detection right to agents’ desktops during voice interactions. This allows Amazon Connect agents to receive near real-time caller verification and fraud detection during each live call. Some of the specific enhancements Pindrop solutions bring to Amazon Connect are:
- Caller enrollment method: Callers can be enrolled with the Pindrop solution while they are in IVR and with the agent.
- Caller enrollment time: Callers can be passively enrolled with the Pindrop solution in approximately 10 seconds, and they don’t have to enroll again.
- Caller authentication time: Callers are authenticated in approximately 2 seconds. Authentication status is presented via APIs in near real-time to Amazon Connect.
- Fraudster detection: A deep, cumulative set of sources and methods are used to detect fraudulent callers: voice, device, behavior, metadata, and connections. Fraud risk data is available throughout the call.
- Fraud case management: A suite of tools for identifying and tracking fraud cases.
- Liveness detection: A liveness score, showing a real-time assessment of potential synthetic or recorded voices versus genuine, live human speech. Liveness data is available throughout the call.
Pindrop Solutions are fully SaaS-based and available on AWS Marketplace.
The platform deploys easily to new and existing instances of Amazon Connect, making it possible for customers to realize quick time-to-value in adding robust security capabilities to their contact center. Customers deploying Pindrop Solutions integrate the platform’s authentication, fraud and deepfake data directly into their agent desktops for live analysis.
At AWS, security is “job zero” and our number one priority for customers. Pindrop undergoes the AWS Foundational Technical Review process to qualify their software meets specific guidelines for security, reliability and operational excellence of the platform. Pindrop Solutions integrate with Amazon Connect using a collection of services within customers’ AWS accounts. Pindrop offers guidance to Amazon Connect customers through the deployment and configuration of this integration during implementation:
- AWS IAM Role: To grant limited, required access to third-party accounts for trusted access, an AWS IAM Role is used to establish a trust relationship between customer AWS accounts and the Pindrop solution. This Role follows the principle of least-privileged permissions, applying a Policy that allows the Pindrop solution to securely read data and audio from Amazon Connect.
- AWS Lambda: A collection of AWS Lambda functions are configured within Amazon Connect Flows to securely query the Pindrop API during initial voice contact. This provides the Pindrop solution with details about the contact and returns authentication and risk scores, which are presented back to Amazon Connect in the API response. These authentication and risk scores are presented live in the agent’s desktop.
- Amazon Kinesis: The Pindrop solution reads Amazon Kinesis Data Streams (agent events and contact trace records) and Amazon Kinesis Video Streams that emit relevant details to the Pindrop solution about the contact, for fraud and risk detection. Specifically, the Pindrop solution reads and analyzes the live audio stream of the caller for real-time processing.
Deepfakes are a rising fraud threat for contact centers. That’s why it’s imperative to deploy a comprehensive solution that can detect fraud at various points in the contact center experience, authenticate callers, and analyze audio for synthetic voice. Pindrop Solutions offer this–all within your existing Amazon Connect environment.
Our offerings
If you already use Amazon Connect to manage your contact center experience, you can add Pindrop Solutions with ease. Here’s an overview of our solutions:
Pindrop® Pulse™ Technology
Fortify trust and integrity between you and your customers with our industry-leading deepfake detection technology. Independently tested with a 96.4% accuracy rate, according to an NPR study on audio deepfake detection.
Pindrop® Protect
With near real-time fraud alerts and risk assessments for inbound calls, you can reduce fraud losses by detecting repeat, known fraudsters as well as new fraud through anomaly detection.
Pindrop® Passport
Legacy authentication systems are time-consuming for your agents and customers. With cutting-edge multi-factor authentication that can passively authenticate in the IVR or at the agent, you can fortify your contact center with effective, seamless safety measures.
Why Pindrop?
Pindrop Solutions are industry-leading voice security tools with proven results. From fraud detection to spotting deepfakes to authenticating callers, our technology is helping stop fraudsters in their tracks.
With our robust integration with Amazon Connect, you can implement these tools seamlessly–bringing important, thorough call analysis to your agents’ screens.
To learn more about our product integration and solutions, request a demo with a member of our team.
