01732 759725 15 magazine SECURITY Easy listening Audio technology brand IRIS is promising more engaging and productive conversations and meetings with the launch of new voice isolation technology that removes background noise and interference from both sides of a call. Clarity by IRIS enhances audio streams in real-time and dramatically increases sound quality through patented algorithms that use a combination of advanced psychoacoustics, machine learning and AI. The desktop download works with more than 800 VoIP platforms, including Zoom, Teams andWhatsApp, and is available for £7.99 per user, per month, with discounts available for annual licences and the option of bespoke quotes for enterprises. Jacobi Anstruther, Founder & CEO of IRIS, said: “IRIS CLARITY came about because of a conversation with the Red Bull F1 team. I couldn’t get my head around why in a hotbed of to the conversation.We typically give our risk score within less than 30 seconds, and usually within 15 seconds, so the correct decisions can be made by the operators.” How organisations respond to risk scores supplied by Pindrop varies from customer to customer, but at root they enable organisations to increase checks on calls with high scores either by passing them to a fraud team or by prompting an agent to ask the caller more security questions. By the same token, they enable organisations to reduce checks for lowrisk calls, resulting in more efficient call handling, higher self-service rates and a better customer experience. A recent Total Economic Impact (TEI) Study commissioned from Forrester Consulting found that a technologies underpinning Pindrop’s solutions deliver more comprehensive and faster authentication than traditional methods, such as verifying the number of an incoming call or asking knowledge-based authentication questions that have become increasingly complex and hard to remember. “Contact centres in call centres have developed a lot over the last 20 years. Technology has been heavily used to optimise the operation of call centres, to minimise average handling times and so on, but it’s only now that the security aspect is being digitised and transformed significantly,” he says. “Technology is very important here because no human being can deal with 10,000 calls coming in every day and be able, within a few seconds, to tell you whether it is a risky call or not or whether the caller is a known fraudster or not. Technology is able to do that. “It’s important to note that this is not technology that will replace humans; it is really a tool to help human operators have greater confidence that they’re speaking to the right person. “In that context, we believe: one, that technology should be non-intrusive – it should happen without interrupting the flow of the conversation between the caller and the agent; and two that it should happen in real time with respect mid-size customer using Pindrop technologies over a three-year period can look forward to operational gains of 10% and a 15% reduction in fraud incidents and losses, resulting in an ROI of 171% and annual savings of as much as $5 million. To date, Pindrop has focused on inbound call centres, offering a choice of on-premises and cloud-based solutions for authenticating callers and/or detecting fraudulent calls. This includes a new European-based cloud service to meet the needs of organisations, such as those in the financial sector, that for regulatory reasons require their cloud services to be located in their region of operations. In the future, Gaubitch expects the company’s technology to be used more in small to medium-sized call centres – a largely untapped market – and in a much broader range of applications, including authentication of voice assistants like Alexa and other voiceenabled IoT devices. “In the IoT market with short utterances and short commands, you need to be able to tell who you're speaking to within a much shorter amount of time – just a few seconds – which has really pushed technology to a new level.” www.pindrop.com innovation like Formula 1 they are still using a board to communicate with the drivers. The simple answer is because of the lack of confidence in communications due to background noise, the static, the car engines, the clanking of machinery.We challenged our engineers and developers here at IRIS to see if they could solve that problem and the results have been phenomenal! As we moved into the pandemic, it became more apparent that there was a whole world out there where everyone was experiencing this problem, so we started developing and training the AI for more real-life sound distractions.” irislistenwell.com
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