A leading mobile network operator slashes fraud with biometric voice matching

MNOs' call centres are particularly vulnerable to fraud

Mobile network operators (MNOs) face significant risks from phone-based fraud, especially within their call centers, where they must support numerous customers and manage valuable offers. In this case study, a leading MNO experienced annual losses of up to €1 million due to account takeover (ATO) fraud, a scheme in which criminals impersonate genuine customers to steal high-value goods from the MNO or funds directly from individuals.

ATO fraud can have devastating consequences for victims, who may lose both their identities and their money. Often, these victims remain unaware of the scam until they receive notifications of suspicious activity in their accounts.

In this whitepaper, you will discover how the MNO deployed Thales' biometric voice matching and detection solution to combat significant revenue losses caused by fraud.

Enter biometric voice matching

Biometric voice matching is a form of biometric authentication that leverages unique vocal characteristics to verify an individual's identity. There are two primary types of biometric voice matching:

  • Speaker verification compares an individual's voice to previously recorded samples to confirm their claimed identity.
  • Speaker identification matches a new speech sample against a database of known voices to find a match.
Biometric voice matching provides call centers with an effective and unobtrusive method to detect impersonation attempts.

By analyzing the unique features that make each voice distinct, this technology can quickly compare a speaker's voice with thousands of recorded voices in databases. This allows MNOs to identify potential fraud by matching a caller's voice against records of known fraudsters, thereby preventing fraud before it becomes a financial liability.

Benefits of Trusted Digital Identity services

Thales' biometric voice matching solution operates on a Software-as-a-Service (SaaS) model, allowing call centers to detect potential fraudsters by identifying the unique "voiceprint" of each caller and matching it against data on known criminals or individuals with suspicious call patterns. Importantly, Thales Trusted Digital Identity complies with local privacy regulations.

The leading MNO featured in this case study has been utilizing the Thales solution for several months, with impressive results:

  • Over ten thousand voice recordings are processed weekly.
  • By comparing these recordings against blacklists and weekly call databases, the MNO has dramatically reduced fraud.
  • In addition to immediate fraud cost savings, the MNO is expected to benefit from an enhanced reputation and a significant decrease in negative customer experiences.

For the customer, the entire voice matching and detection process is seamless, invisible, and unobtrusive, ensuring no disruption to the user experience or the quality of service provided by the MNO.

Happy reading!

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