SolutionsBanking
It passes security because it sounds like the customer.
The knowledge questions are answered from breached data and the voice does the rest. The takeover itself is a password reset and a new phone number, both carried out by a helpful agent.
- At risk
- Password resets, contact-detail changes, payments by phone
- Arrives on
- Telephone banking and card services
- On a flag
- The change is held and the caller moves to a stronger check
- First verdict
- About twelve seconds of the caller's speech
In your call
The flag lands before the reset does.
The reset and the phone number change come a minute or more into the call. Your agent knows at twelve seconds, while the caller is still being greeted.
an account takeoverthe call, as your agent runs it
- 0:00Greeting
- 0:12Flag reaches the agent
- 0:24Identity questions
- 1:02Password resetthe account changes hands here
- 1:40Phone number changedthe account changes hands here
Why now
$40bn
in US fraud losses that generative AI could enable by 2027, up from $12.3bn in 2023 (forecast).
Source: Deloitte Center for Financial Services · May 2024 ↗The call your agent hears
“I'm locked out. Can you reset my password and update my phone number?”
A caller with your customer's voice passes security and takes over the account.
On a flag
A flag is advice. Your call flow decides.
Trueline never ends or blocks a call. It tells the systems your team already works in, with the reason, and the response stays yours.
01
Agent screen
The agent sees the flag before the identity questions start and moves the caller to the stronger check your policy defines.
02
Fraud team
A case opens with the call record attached: the rule that fired, the scores and the time.
03
Call flow
Your telephony flow reads the verdict and holds the reset, the detail change or the payment until someone has looked.
What banks ask first.
Every answer here is what the system does today. Where the honest answer is a weakness, it is written as one.
Detection performance →01We already use voice biometrics. Why this as well?
Voice biometrics asks whether this is the enrolled customer's voice, and a good clone is built to answer yes. Trueline asks a different question: whether the speech was produced by a person at all.
It needs no enrolment to ask it, so it works on the first call from a customer nobody has heard before, and there is no voiceprint database to govern. The two sit side by side.
02Is the call audio stored?
No. Audio is held in memory for at most eight seconds while it is scored, then discarded. Nothing is written to disk and nothing is transcribed.
What is kept is the scores and the verdict, for a retention period you set, which can be zero.
How we hold your data →03Most of our callers are on mobile phones. Does that matter?
Our numbers come from internet and carrier routes, which is where voice agent fraud arrives first and where Trueline is strongest.
A mobile leg is a harder path for any detector. The call is compressed by the handset and the mobile carrier before anyone else hears it, and that first hop takes away part of what makes a synthetic voice detectable.
It is where our measurement work is now, and we will not tell you it is solved. If your callers are mostly on mobiles, say so before a pilot rather than after, and the report will tell you where your own traffic stands.
How we measure it →Bring one queue. We will show you its calls.
A pilot runs on one number or one queue for a week, beside everything you already have, and ends in a written report of what was flagged and why.