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Burlington, MA, USA. June, 2020 -- Nuance Communications, Inc. (NASDAQ: NUAN) announced enhancements to its AI-enabled intelligent detection capabilities in Nuance Gatekeeper, a biometrics solution for authenticating customers and enabling fraud detection. Prioritizing and protecting seniors using the sound of their voice, the new intelligent detection capabilities let enterprises quickly identify if callers are over the age of 65 and, if so, immediately prioritize 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, senior citizens 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 an analysis by the U.S. Consumer Financial Protection Bureau, people hit hardest by fraud—for an average loss of $45,300—were ages 70 to 79.

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Telefónica, a global telecommunications, was one of the first to roll out 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 prioritizing 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."

#contactcenterworld, @nuanceinc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.nuance.com