Playbook for Voice-Based Fraud Detection

The Missed Opportunity in Voice Fraud Detection

In 2023, fraud losses in the U.S. hit $47 billion. Over a third came through the call center— a channel many still treat as an afterthought.

While digital identity has evolved with SSO, MFA, and biometrics, voice verification is stuck in the past, relying on:

• Passwords and PINs
• Knowledge-based questions
• Voiceprints that only work after enrollment

Voiceprint tech should be helping. Instead, it’s slowing teams down. Most “modern” systems are built on outdated assumptions, requiring enrollment before delivering any real value, leaving agents with the same manual ID checks they’ve always used.

Verify supports voiceprint as a standard capability for identity verification. But the beauty of Verify is that it doesn’t stop there.

Since most fraud doesn’t wait for voiceprint enrollment, Verify also offers impostor detection—a real-time signal that flags when a caller’s voice traits don’t match who they claim to be. This detection works even on first-time callers, making it essential for identifying identity threats early, before access is granted.

Call centers today need more than voiceprint. They need real-time intelligence that can perform both ID/V and fraud detection, catching threats before they escalate and securing the voice channel without adding friction.

How VoxEQ Verify Works

VoxEQ Verify uses voice bio-signals to authenticate callers within seconds. It does not rely on enrollment, shared databases, or stored voiceprints. Instead, it analyzes unique vocal traits that cannot easily be faked or replicated.

Built in collaboration with researchers from Carnegie Mellon University, Verify focuses on the physical characteristics of speech—how air moves through the vocal tract and how the voice vibrates.

From just a few seconds of speech, Verify can detect demographic indicators such as:

• Age
• Birth sex
• Height

These vocal markers are compared with the account holder’s expected profile, helping organizations confirm whether the person calling matches the individual on record.

What Makes Verify Different from the Rest

Verify kicks in from the first word—no enrollment, no delays, no privacy tradeoffs. It:

• Protect All Callers without Pre-Enrollment, even first-timers
• Works across any language or accent
• Skips the need to store personal data or voiceprints
• Lets you adjust detection sensitivity in real time, setting the appropriate balance between security and user experience
• Tells the difference between deepfakes, synthetic voices, and legit automation

This means fraud gets flagged in real time, ops move faster, and trust gets a serious upgrade—right where attackers strike most.

In the next section, we’ll dive into how voice intelligence can be used to transform fraud detection on the voice channel.

Use Cases: Where Fraud Happens - and How Verify Shuts It Down

Combat Account Takeover Attempts

Phone-based account takeovers are rising fast—and they’re hard to catch. Attackers now call into financial institutions posing as legitimate customers, using stolen personal information to bypass knowledge-based verification. These voice-channel ATOs often go undetected until after funds are moved or account settings are changed.

Verify helps stop these attacks in real time—before damage is done. Voiceprints play an important role in verifying identity, but they often require prior enrollment and can fall short in dynamic environments. Verify builds on this foundation by analyzing real-time bio-signals in the caller’s voice to detect when the speaker doesn’t match the expected account holder. Institutions can take action during the call, before the attacker completes a high-risk request.

Verify in Action

• Detect voice-based impersonation attempts in the first few seconds of a call
• Alert agents and fraud systems mid-call when the voice doesn’t align with the known account profile
• Prevent ATOs in real-world scenarios, such as when a fraudster tries to change a customer’s email or phone number during a live call.

Authenticate Faster

Every second spent manually verifying a caller is time not spent solving their problem. Contact center agents often waste valuable minutes on knowledge-based authentication—asking repeat questions or re-confirming account info—before they can even begin to help. This slows down resolution, drives up handle times, and wears down both customers and staff.

Verify confirms whether the caller matches the expected account profile—no enrollment, no friction. Agents get instant identity confidence, so they can move straight to what matters: resolving the issue.

Verify in Action

• Confirm whether a caller is who they claim to be at the start of the call, before any
  questions or scripts are needed
• Give agents instant confidence so they can accelerate verification steps and jump into issue resolution
• Accelerate time-to-resolution by reducing average handle time (AHT) and call complexity

Screen Suspicious Callers

As attackers evolve, so do their tactics. Fraudsters increasingly use synthetic voices, deepfakes, or virtual agents to impersonate real customers and bypass contact center defenses. At the same time, legitimate automated voices—like voicemail systems or virtual agents—are becoming more common. The challenge lies in telling the difference in real time, without blocking good interactions or letting threats slip through.

Verify helps institutions spot signs of impersonation or synthetic speech, while still allowing trusted non-human voices to pass. That means smarter screening—without disrupting the customer experience.

Verify in Action

• Identify suspicious callers using synthetic or altered voices that don’t match expected human vocal patterns
• Flag repeat imposters using the same voice signatures across multiple call attempts, and cross-reference with our dynamic Watch List
• Distinguish trusted automation like voicemail systems and virtual agents from voice- based fraud attempts

Drive Customer Trust

Customers don’t just want security—they want to feel known and respected. Long wait times, repetitive identity checks, and drawn-out verification flows create silent frustration that chips away at trust. Especially in sensitive moments—like reporting fraud or accessing locked accounts—slow, impersonal experiences can damage loyalty more than the issue itself.

Verify helps restore that trust by making verification feel seamless. By recognizing the caller through their voice in real time, Verify removes unnecessary delays and lets agents focus on helping—not interrogating—the customer. The result? A faster, more human experience that builds confidence with every interaction.

Verify in Action

• Remove unnecessary friction by verifying identity passively through voice bio-signals
• Let trusted customers get help faster, without long hold times or repetitive questions
• Deliver smoother, more personal service that strengthens trust and brand loyalty