# US 2020/0404094 A1 · Systems and methods for authentication and fraud detection

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- Number: US 2020/0404094 A1
- Document ID: US20200404094A1
- Status: Published application
- Kind: A1
- Application number: 16/905,111
- Filed: 2020-06-18
- Published: 2020-12-24
- Earliest claimed: 2019-06-20
- Assignees: Verint Americas Inc.
- Applicants: Verint Americas Inc.
- Inventors: Jeremy Robert Roderick; Brian Patrick Carman; David Warren Singer; Daniel Thomas Spohrer; Damian Smith; Tim McCurry
- Web page: https://patentgrep.com/patent/US20200404094A1

## CPC

- H04L 63/0861: {using biometrical features, e.g. fingerprint, retina-scan (cryptographic mechanisms or cryptographic arrangements for entity authentication using biological data H04L9/3231)}
- H04M 3/2281: {Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls}
- G10L 17/04: Training, enrolment or model building
- G10L 17/06: Decision making techniques; Pattern matching strategies
- H04L 63/1425: {Traffic logging, e.g. anomaly detection}
- H04L 65/1079: {of unsolicited session attempts, e.g. SPIT}
- H04L 65/65: Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
- H04M 3/42221: {Conversation recording systems (at the subscriber's set H04M1/656)}
- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- G06F 21/313: {using a call-back technique via a telephone network}
- H04L 63/102: {Entity profiles}
- H04L 63/18: {using different networks or channels, e.g. using out of band channels (cryptographic mechanisms or cryptographic arrangements for key distribution involving distinctive intermediate devices or communication paths H04L9/0827; cryptographic mechanisms or cryptographic arrangements for authentication using a plurality of channels H04L9/3215)}
- H04L 2463/082: applying multi-factor authentication
- H04M 2203/6009: Personal information, e.g. profiles or personal directories being only provided to authorised persons
- H04M 2203/6027: Fraud preventions
- H04M 2203/6045: Identity confirmation
- H04M 2203/6054: Biometric subscriber identification
- H04W 12/128: Anti-malware arrangements, e.g. protection against SMS fraud or mobile malware
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72)

## Abstract

Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)—this gives a risk assessment event before a call gets to an agent; 2) fraud detection—the ability to identify, in real time, if a caller is part of a fraudster cohort′ and alert the agent and escalate to the fraud team; 3) identity authentication—the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication—the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.

## Claims

### Claim 1

A system for authenticating calls and for preventing fraud comprising:
one or more processors;
a memory communicably coupled to the one or more processors and storing:
an analysis module including instructions that when executed by the one or more processors cause the one or more processors to:
receive a call through a first channel, wherein the call is associated with a customer and a speaker;
based on one or more characteristics of the received call, the customer, or the channel, assign a score to the call;
determine if the score satisfies a threshold; and
if the score does not satisfy the threshold, flag the call as a fraudulent call;
a biometrics module including instructions that when executed by the one or more processors cause the one or more processors to:
analyze voice data associated with the call to determine whether the speaker is a fraudulent speaker; and
if the speaker is a fraudulent speaker, flag the call as a fraudulent call; and
an authentication module including instructions that when executed by the one or more processors cause the one or more processors to:
generate a first code;
retrieve a profile associated with the customer;
send the first code to the customer through a second channel indicated by the profile associated with the customer;
receive a second code through the first channel;
determine if the first code matches the second code; and
if it is determined that the first code matches the second code, flag the call as an authenticated call.

### Claim 2 (depends on 1)

The system of claim 1, wherein the analysis module further includes instructions that when executed by the one or more processors cause the one or more processors to:
if the score satisfies the threshold, flag the call as an authenticated call.

### Claim 3 (depends on 1)

The system of claim 1, wherein the biometrics module further includes instructions that when executed by the one or more processors cause the one or more processors to:
if the speaker is not a fraudulent speaker, flag the call as an authenticated call.

### Claim 4 (depends on 1)

The system of claim 1, wherein the authentication module further includes instructions that when executed by the one or more processors cause the one or more processors to:
if it is determined that the first code does not match the second code, flag the call as an authenticated call.

### Claim 5 (depends on 1)

The system of claim 1, further comprising a fraud module including instructions that when executed by the one or more processors cause the one or more processors to:
If the call is flagged as a fraudulent call;
receive a recording of the call;
process the recording to generate one or more voiceprints for the speaker associated with the call; and
store the generated voiceprints.

### Claim 6 (depends on 1)

The system of claim 1, wherein analyzing voice data associated with the call to determine whether the speaker is a fraudulent speaker comprises:
retrieving voiceprints associated with fraudulent activities;
determining if the voice data matches any of the voiceprints associated with fraudulent activities; and
if the determined voice data matches any of the voiceprints associated with the fraudulent activities, flag the call as a fraudulent call.

### Claim 7 (depends on 1)

The system of claim 1, wherein the biometrics module further includes instructions that when executed by the one or more processors cause the one or more processors to:
retrieve one or more voiceprints associated with the customer;
determine if the voice data matches any of the voiceprints associated with the customer; and
if the determined voice data matches any of the voiceprints associated with the customer, flag the call as an authenticated call.

### Claim 8

A method for authenticating calls and for preventing fraud comprising:
receiving a call through a first channel by a computing device, wherein the call is associated with a customer and a speaker;
determine if there are one or more voiceprints associated with the customer by the computing device;
if it is determined that there are one or more voiceprints associated with the customer:
retrieving the one or more voiceprints associated with the customer by the computing device;
determining if voice data associated with the call matches any of the one or more voiceprints associated with the customer by the computing device; and
if the voice data matches any of the one or more voiceprints associated with the customer, flagging the call as an authenticated call by the computing device.

### Claim 9 (depends on 8)

The method of claim 8, further comprising:
if the voice data does not match any of the one or more voiceprints associated with the customer, flagging the call as a fraudulent call.

### Claim 10 (depends on 8)

The method of claim 8, further comprising:
if it is determined that there are no voiceprints associated with the customer:
generating a first code;
retrieve a profile associated with the customer;
sending the first code to the customer through a second channel indicated by the profile associated with the customer;
receiving a second code through the first channel;
determining if the first code matches the second code; and
if it is determined that the first code matches the second code, flagging the call as an authenticated call.

### Claim 11 (depends on 8)

The method of claim 8, wherein the method is implemented in a call center.

### Claim 12

A method for authenticating calls and for preventing fraud comprising:
receiving a call through a first channel by a computing device, wherein the call is associated with a customer and a speaker;
based on one or more characteristics of the received call, the customer, or the channel, assigning a score to the call by the computing device;
determining if the score satisfies a threshold by the computing device; and
if the score does not satisfy the threshold, flagging the call as a fraudulent call by the computing device.

### Claim 13 (depends on 12)

The method of claim 12, further comprising:
if the score satisfies the threshold, flagging the call as an authenticated call.

### Claim 14 (depends on 12)

The method of claim 12, further comprising:
analyzing voice data associated with the call to determine whether the speaker is a fraudulent speaker;
if the speaker is a fraudulent speaker, flagging the call as a fraudulent call.

### Claim 15 (depends on 12)

The method of claim 12, wherein the method is implemented in a call center.

### Claim 16 (depends on 14)

The method of claim 14, wherein analyzing voice data associated with the call to determine whether the speaker is a fraudulent speaker comprises:
retrieving voiceprints associated with fraudulent activities;
determining if the voice data matches any of the voiceprints associated with fraudulent activities; and
if the determined voice data matches any of the voiceprints associated with the fraudulent activities, flagging the call as a fraudulent call.

### Claim 17 (depends on 12)

The method of claim 12, further comprising:
generating a first code;
retrieving a profile associated with the customer;
sending the first code to the customer through a second channel indicated by the profile associated with the customer;
receiving a second code through the first channel;
determining if the first code matches the second code; and
if it is determined that the first code matches the second code, flagging the call as an authenticated call.

### Claim 18 (depends on 17)

The method of claim 17, further comprising:
if it is determined that the first code does not match the second code, flagging the call as a fraudulent call.

### Claim 19 (depends on 12)

The method of claim 12, further comprising:
if the call is flagged as a fraudulent call:
receiving a recording of the call;
processing the recording to generate one or more voiceprints for the speaker associated with the call; and
storing the generated one or more voiceprints.

### Claim 20 (depends on 12)

The method of claim 12, further comprising:
retrieving one or more voiceprints associated with the customer;
determining if the voice data matches any of the voiceprints associated with the customer; and
if the determined voice data matches any of the voiceprints associated with the fraudulent activities, flagging the call as an authenticated call.