Pindrop

“Everything we do from a self-service perspective is always gaining that member’s buy-in on what we're offering. We generally would take a conservative approach, asking members to opt in. We've had very few people come back into the system and opt out.”

“Pindrop offered a way to secure authentication in such a way that callers can now eliminate the member ID option. They come in, give us two quick pieces of information, and we authenticate them. It's been highly successful.”

“In fact, Pindrop makes us aware of additional features that we might not be taking advantage of that are included based on the contract we have, like Custom Attributes. That is not something that you would expect from a vendor. This kind of service is what truly sets Pindrop apart from others.”

“The ongoing support from the Pindrop team has been outstanding: they are extremely easy to work with, and they always deliver on their word. The service provided is white glove and turnkey. They are by far one of the most flexible and understanding vendors that we have worked with. Their team took the time to ensure that all stakeholders were armed with the information necessary to ensure that we could hit the ground running. Throughout the entire process, they answered our questions thoroughly.”

“An agent said on the first day that the calls felt so much better, and [Pindrop] helped them to offer more products and services to members, which is a huge thing, both for what our members need and for the organization.”

““We feel very strongly that the combination of the products we use from Pindrop and our other capabilities gives us a relatively strong control environment that we feel good about.””

““Good security is good customer service. Maybe our customers don't know they're getting good service, because they don't know if a fraudster is calling in on their account and trying to take it over. But by having capabilities like these [Pindrop Pulse] in place, we are protecting those customer accounts. So, by default, that is a good customer experience.””

““Pulse, in addition to Passport, helped us take more of a risk-based approach when authenticating our customers. When a synthetic voice is detected, we add some friction to the call, but that is good friction. It's a friction that we want to add and have our [fraud] team look into it.””

““It was pretty impressive to hear just how real the voice sounded…like a very legitimate female voice looking for a specific insurance agent. Prior to [Pindrop] Pulse, we would not have picked up on something like that. The customer service rep did not pick up on it.””

““There are some unique features that we wanted to incorporate (for example, the ability to differentiate modulated vs synthetic voices). We were not really able to have those conversations with competitors. Everybody says they have liveness detection and can give you a score, but they couldn't really go into the details like Pindrop was able to.””

““When we did the POC (Proof of Concept) with Pindrop, we were pleased with the results. So, we did not feel the need to look externally.””

““We've done business with Pindrop for the last 10 years, and we trust Pindrop. When we give feedback, they take it in and incorporate it into developing those features.”

“We’re always looking for efficiencies. When we came across the Fraud Assist beta opportunity, we jumped on it. That’s why I like Pindrop. —they collaborate and really evolve with us.”

“Call summarization provides pretty quick hints on the direction of the case.”

“Sometimes I had to listen to a whole 20-minute call to whittle it down to the couple of minutes that really matter.”

“Pindrop exceeded our projected fraud loss reduction by 34%.”

““We were up and running in under two months. The solution did what we wanted it to do out of the box, in record speed””

““Providing pre-built reporting in the event of an audit requires data, which is very difficult for a credit union of this size to track. Pindrop and Confirm do so out of the box. So, if an auditor wants to know how a caller was authenticated, Confirm reporting allows the credit union to attest to something like ‘we voice verified and sent an OTP’. It's all documented.””

““Another reason why we really wanted a solution was to have the audit trail. Before Pindrop and Confirm, we had nothing that offered this level of transparency into the communication between our staff and our members.””

““If there was an issue that came up, previously it was hard to try and piece it all together…But, today that process is easy and straightforward with this new solution in place.””

““To date, there have been no member complaints on the new, frictionless process. Additionally, the contact center agents “seem really happy."”

““I knew that at some point we would need to leverage AI to fight AI. And with Pindrop as a leader in the industry, we knew this decision was a thoughtful risk that would ultimately pay off.””

““Looking at Pindrop customer testimonials solidified that you are a leading partner in the fraud prevention space. From there, it was an easy decision for us to proceed.””

“Prior to working with Pindrop, we had no visibility but now we can recognize and categorize different types of fraud—not only via the phone channel but also mobile deposit and online banking—and identify trends.”

“Pindrop provided additional insights into fraud cases showcasing how the system worked. That assistance and education gave us confidence in the system. We took Pindrop’s best practices and then adjusted them based on Affinity Plus’ needs.”