Healthcare contact centers represent a critical security vulnerability as traditional authentication methods like knowledge-based authentication and one-time passwords become increasingly ineffective against sophisticated fraud attacks. Modern attackers leverage generative AI and automated tools to conduct large-scale account takeovers, patient data exploitation and financial fraud through healthcare call centers. Organizations must implement multifactor authentication systems that can detect synthetic voices, validate device authenticity and identify fraudulent behavior patterns while maintaining seamless patient experiences and operational efficiency.

This session, led by Sumant Mauskar, senior vice president of sales and global partners at Pindrop, will cover:

• Multifactor voice authentication frameworks combining device fingerprinting and synthetic voice detection;
• Real-time fraud detection implementation strategies without compromising patient experience;
• ROI analysis and operational efficiency gains from advanced authentication systems.