Nuance Communications

Nuance Gatekeeper updated to protect elderly customers

12 June 2020 | Melanie Mingas

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An AI-powered biometric voice tool used by Telefónica, TalkTalk, Vodafone Turkey, and Deutsche Telekom, has been updated to “prioritise and protect” elderly customers.

The Nuance Gatekeeper, developed by Nuance Communications, Inc. (NASDAQ: NUAN), is an advanced biometrics solution for authenticating customers and enabling fraud detection. Using the sound of a caller’s voice, the new AI detection capabilities are first-of-their-kind and let enterprises identify if callers are over the age of 65 to immediately prioritise their call, get them to a live agent for service and better protect them from fraud.

“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, one of the first telcos to to roll out the new capabilities.

“Partnering with Nuance Gatekeeper in developing together proper and agile solutions, we can best serve this group by prioritising 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.” 

Elaborating on how the technology identifies callers, Nuance Gatekeeper can identify users from the way they talk, tap and text, and determine if the caller is a child or adult. This added layer of detection offers the ability to differentiate adults below 65 and those over, to enable the elderly to access their accounts without the frustration of PINs and passwords, while ensuring others cannot easily socially engineer their way into those seniors’ accounts to steal information.

Nuance technology is deployed by more than half of the world’s largest financial institutions today, and eight of the 10 largest global telecommunications companies

“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.”