What’s next:
Customer experience

×

STIR/SHAKEN – Shaking things up for fraud prevention

In this current, politically charged climate, the one thing we can all agree on is our collective disdain for robocalls. Since 2014 the FCC has been pressuring mobile carriers to “fix” this problem that has been around since the late 1980s. STIR/SHAKEN is a new protocol that will work to mitigate robocalls and fraud, potentially allowing consumers to answer their phones again.

By

It might be surprising to know that during my time penning this blog, I received a call from “Kate about my small business loan.” It was a recording and when I called the number back, after answering a few details about myself I was routed to a call center asking me for more personal information.

Did you know that the average American received eight robocalls a month in 2018 according to a Statista report? According to spam expert Hiya, there were approximately 26.3 billion machine calls in the U.S. during that time and the numbers are increasing. Although most people understand what a robocall is, it is interesting to breakdown the different types of calls. Telemarketers, spam and fraud accounts for the lion’s share of calls that are made, with fraud accounting for ~25%.

Consumers have been urging the FCC for over two decades to do something as the machines and software get more creative and invasive. The good news is there is a new solution called STIR/SHAKEN on the scene, and although it doesn’t prevent robocalls, it does prevent caller ID spoofing, which is the largest component to the calling schemes. Mobile carriers and consumers are expecting it to make a noticeable impact.

 

What is STIR/SHAKEN?

STIR/SHAKEN is a framework of interconnected standards and are acronyms for Signature-based Handling of Asserted Information Using toKENs (SHAKEN) and the Secure Telephone Identity Revisited (STIR) standards. This is a fancy way of saying someone would place an outbound call which would contain a certificate verifying that the call is indeed coming from the number it claims to be coming from. The phone call is passed along to the incoming carrier (which would then verify the public key against a heavily encrypted private key. A policy administrator, run by the telecom industry with oversight from the FCC, would manage distribution of certificates to ensure it is run seamlessly.

 

Nuance’s Simon Marchand, Chief Fraud Prevention Officer on Impact

Simon, as someone who is on the front lines of carrier fraud, what are your thoughts on how these new protocols will fare and any potential impact for carriers?

“Carriers have been in discussions around finding a way to stop unwanted spoofing for years now. Not only is it an issue for consumers who receive unwanted calls or fraudulent calls, but spoofing can also be used by fraudsters against businesses. STIR/SHAKEN is the result of years of discussions and reflection and it provides a series of rules that will now have to be followed by carriers within countries implementing it. Theoretically, it should prevent fraudulent spoofing and is a step in the right direction, however we fear it may have limited impact. We expect to see fraudsters simply move to countries not under STIR/SHAKEN protocols; they will simply initiate their fraudulent calls from there. The measures in STIR/SHAKEN can’t prevent cross-border spoofing, unfortunately, but we are hopeful there will be some impact.”

Although STIR/SHAKEN will not be a panacea, what tools does Nuance provide that can help carriers prevent fraud?

“Nuance is helping businesses protect themselves in many ways. Whether it is through the implementation of partner technology helping to detect spoofing or by providing IVR technology that makes businesses less vulnerable to specific fraud attacks using spoofing, we are always working to stay one step ahead of fraudsters. Not only do we stay ahead in terms of technology, but we also work closely with our customers to make sure we’re aware of emerging fraud trends. We can then find mitigation measures and best practices to share with our entire customer base — making sure we work together to stop fraud.

Additionally, Nuance has world class voice and behavioral biometrics solutions that can not only help prevent and thwart fraud, but also allows carriers to reduce contact center costs and reduce customer friction. “

Thank you, Simon, for your time and all you do to help carry the message to mobile carriers across the globe. It looks like STIR/SHAKEN will be a nice addition but will not solve all the carrier spoofing or fraud issues and requires an on-going, constantly living and breathing attack with technology and relationships to continue to keep subscribers safe and confident with as little customer experience impact as possible.

Read full article

More from the editor

Contact center transformation pitfalls (and how to avoid them)
Transform customer service from the contact center
Allied Irish Banks and Deutsche Telekom pioneer voice biometrics to ease customer effort
How Nuance voice biometrics improved authentication for telecom and banking
Rethinking digital transformation
A survival guide for customer experience leaders
Zero-effort is hard work!
Nuance Named “Undisputed Market Leader” in Intelligent Authentication and Voice Biometrics
Avoiding customer journey traffic jams
Omni-channel experiences that customers want and organizations need
Introducing Nuance IQ: The new home of AI innovation
The latest in AI innovation delivered to your inbox, every quarter.
Esurance: Digital engagement for the modern world
This insurer uses Nuance Digital Engagement Platform to elevate customer experience
IVRs and AI, unite!
4 ways AI can help your IVR win in a digital age
Nuance named leader in 2019 Forrester Wave: Conversational AI for Customer Service
Nuance outstrips its rivals: Provides mission-critical, enterprise-grade, conversational AI
Analytics and Jeopardy: Changing the game
Using analytics to keep customer experience out of jeopardy
Introducing the Modern Voice: Intelligent, conversational experiences
Voice technology that creates effortless customer experience
Getting our geek on for Geek Pride Day
A deep dive into Nuance Pathfinder and conversational design
GOT fans, do not fret – Dragon power is just getting started
Dragon TV – Harnessing the power of the dragon
Consumers get ready to fight fraud with biometrics
World Password Day 2019
Four steps to modernizing government IVR
Taking citizen self-service to the next level
Voice is alive and well
The rumors that voice technology is dead have been grossly exaggerated
How to make a difference in the world
Solving problems with Artificial Intelligence innovations
The nuances of negotiating with a king
Teaching a robot to converse with humans
Designing effortless customer journeys
When the road less traveled is not necessarily the best path forward
Getting your organization “in the know” with speech analytics
What you don't know, won't hurt you...or will it?
Advance your IVR to the Final Four
Four ways to beat the competition and increase customer satisfaction
Strength in numbers: Band together to excel in fraud prevention
Insights into the telco carrier battle against fraud
No joke: Customers don’t like chatbots
Why chatbots fail and what to do about it
Beyond Containment
Creating better customer experiences & delivering savings by expanding beyond containment
Keto or Atkins? IVR or Voice bots?
The similar names of voice-enabled customer service solutions
Keeping up with the fraudsters
A fraud prevention success story from Royal Bank of Scotland
Spring cleaning the contact center
How technology and common sense can “spark joy” in the contact center
How to avoid the doom and gloom of a chatbot’s future
How to successfully implement a chatbot
Nuance wins big at 2019 Stevie Awards
The winning proof of digital transformation
Creating a bionic contact center agent
Why agent satisfaction is the new KPI contact centers should pay attention to
Building trust with a virtual assistant voice
Finding a voice for your brand that builds credibility and trust with your customers
2019 AI Predictions from Nuance
2019 is the year we’ll start to see a lot of the AI startups fade away.
Rankings show banks are doing well – are you keeping up?
Customer experience in banking: Three omni-channel recommendations for improving now
How big is your AI imagination?
Enterprises in the Age of AI must now re-imagine customer engagement
“How many ounces in a cup?” or “Show me pictures of a pup.”?
Context and the human condition matter in Conversational AI
Seamless customer experience is critical. But it’s not always easy.
Four lessons learned from the Forrester Customer Experience Forum
Television viewing is no longer a one-way street
The future of interaction with your favorite screen in the house
Bot vs spouse: How much do customers talk to chatbots?
How much do customers talk to chatbots?
Apple Business Chat momentum grows, allowing consumers to message with their favorite brands
Apple Business Chat momentum grows
Ask the expert about customer engagement innovation
Expert videos on customer engagement innovation
Predict why customers engage? It’s no fantasy
Let AI and prediction create amazing customer experiences
Why RCS Business Messaging might be the next big thing
Introducing a new way of customer engagement for messaging channels
Do you and your chatbot need therapy?
3 issues to work out in your brand’s chatbot relationship
What does it really mean to optimize customer experience?
Continuous optimization for digital solutions
Virtual or real? Or both?
How do you know whether a customer would benefit from a virtual assistant or human agent?
Leave the IVR hold line behind
Give your customers a way out of the line with IVR-to-digital
The fraudsters are coming!
How to combat contact center fraud attacks
Do you need “expert conversations” in your automated customer service interactions?
Designing complex, automated customer service conversations
The pursuit for better customer conversations
Why AI is so important to customer engagement
World Cup teaches lessons on service
Learn from soccer to provide "the great service" to customers
Biometric authentication reduces friction and cuts fraud
Contact center identification and verification use cases, using voice biometrics
How Opus is helping organizations simplify their communication strategy
Recommendations for the best Enterprise Intelligent Assistant technology
Forrester’s New Wave™ report reveals the reality about current AI technology
How artificial intelligence becomes the dream for a better life
Change, and the case for continuous optimization
Continuous optimization is critical to competitive customer experience programs
Here’s how you give your customers their time back!
New Nuance survey reveals how consumers want to connect with you
5 best practices for healthcare providers: Automating appointment management
What it takes to deliver fewer no-shows, deeper patient engagement and greater ROI
Now’s the time to reevaluate the role of voice
Voice innovations that power great customer experience
English Language Day: Thoughts on the conundrum of linguistics
Using intelligent linguistics to speak to your customers
Offer great customer service for everyday loyalty
Loyalty Day comes once a year, but businesses must think loyalty every day
It’s more than IoT. It’s EoT.
The Engagement of Things is how organizations engage with today’s customers
Let’s address the elephant in the contact center
Why managing a contact center can be challenging nowadays
Oh! I know! I know! – Proactive voice interfaces: Part III of “What’s left to tackle in voice technology”
Proactive voice interfaces and how to make the agents smarter
How the machines will adjust to us: A short story about “conversational AI” growing up
The evolution of conversational artificial intelligence
Love in the Age of AI
Making customer experiences easier to love with AI
Gold standard vs. good enough
How to make all your customer service channels podium-worthy
No stone unturned: Reducing risk in digital government optimization
Look at other industries and countries for some assistance with virtual assistants
Why Punxsutawney Phil should not be the norm for prediction in customer service
Learnings from legends for predictive customer engagement
Be the MVP for Super Customer Service
Look to the Super Bowl for improving customer engagement
Nina for Google Home: The ultimate enterprise smart home hook-up
Nina for Google Home Extends AI-Driven Customer Service to the Popular Smart Home Device
Finding the right tools for DIY IVR
IVR self-service has never been easier
Become the psychic for your customer service
How artificial intelligence can be used to predict your customer’s intent
It’s time to get to know your customers better with actionable data insights
Celebrating "Get to Know Your Customers Day" via speech analytics
Can cyber criminals “compromise speech recognition systems with ease”?
A response to a study on voice biometrics and speech recognition
2018 predictions: Five ways AI will make you love customer service this year
AI and customer service predictions for 2018
Over and Out – Moving beyond the walkie-talkie voice interface: Part II of “What’s left to tackle in voice technology”
One day we’ll view smart speakers as a sentimental technology
But first, champagne
Reflecting on our 2017 New Year’s resolutions: How did we do?
The potential of artificial intelligence when harnessed by the Enterprise
A closer look at the 2017 AI World Conference in Boston
How artificial intelligence is helping you get closer to owning your dream droid
What it means to understand human language
Scratching the surface: Healthcare needs to build on its intelligent omni-channel achievements
Payers and exchanges are leveraging digital and proactive engagement with success
Happy Birthday to you, SMS! Now, about those crow’s feet…
SMS messaging turns 25 years old next week. It’s past due for a facelift.
Hey, bankers…curb your enthusiasm!
What a grumpy old man wants in a digital banking experience
Buffalo buffalo Buffalo buffalo buffalo buffalo Buffalo buffalo: Part 1 of What’s left to tackle in voice technology
Automatically generating dialog for conversations is a complex problem to solve.
We knew it all along…
Reflections on the Ovum SWOT assessment of Nuance Digital Customer Engagement Platform
Hear ye! Hear ye! Speech delivers!
Research shows speech-based conversational IVRs deliver higher performance
Analytics as the Trojan horse to better customer experiences and contact center efficiency
Opening the gates to the city: 3 quick hits
How to catch a social butterfly
The challenge of collapsing channels for unified customer service
Preparing for the “next one”: The importance of emergency outbound communications
Now is the time to assess your ability to communicate with residents and responders
How to have a secure conversation in digital channels
Stolen passwords and fraud: What are you doing to protect yourself while increasing CSAT?
Spring forward or fall back?
Saving your customers time with tailored customer experiences
What you think you know about biometrics is wrong
Misconceptions of biometric security
Boo! Scary customer service practices that make us scream
Avoid scaring customers with poor use of technology
There is a new engagement in town.
Messaging is convenient, timely, and what today’s consumers want. Are you ready?
Artificial Intelligence: What’s hot beyond buzzwords…
Reflections on AI Summit, San Francisco
As you wish. An inconceivable way of serving customers.
Customer service that meets (and exceeds) customer service expectations
Rules of customer engagement: 5 tips on how to create a meaningful customer experience
Better customer experience through building relationships
So many possibilities with Artificial Intelligence applications!
Insights and impressions from the world’s leading AI innovators
Nuance customers around the globe score big with Intelligent Assistants awards
Nuance and its customers named shining examples of virtual assistants
Much ado about bots: How to choose the right enterprise virtual assistant
What do large enterprises require in a virtual assistant?
How to be a good neighbor: The most impactful mobile customer service for insurance brands
Providing mobile customer service for insurance brands
Contact center transformation pitfalls (and how to avoid them)
Transform customer service from the contact center
Zero-effort is hard work!
Nuance Named “Undisputed Market Leader” in Intelligent Authentication and Voice Biometrics
Esurance: Digital engagement for the modern world
This insurer uses Nuance Digital Engagement Platform to elevate customer experience
Analytics and Jeopardy: Changing the game
Using analytics to keep customer experience out of jeopardy
GOT fans, do not fret – Dragon power is just getting started
Dragon TV – Harnessing the power of the dragon
Voice is alive and well
The rumors that voice technology is dead have been grossly exaggerated
Designing effortless customer journeys
When the road less traveled is not necessarily the best path forward
Strength in numbers: Band together to excel in fraud prevention
Insights into the telco carrier battle against fraud
Keto or Atkins? IVR or Voice bots?
The similar names of voice-enabled customer service solutions
How to avoid the doom and gloom of a chatbot’s future
How to successfully implement a chatbot
Building trust with a virtual assistant voice
Finding a voice for your brand that builds credibility and trust with your customers
How big is your AI imagination?
Enterprises in the Age of AI must now re-imagine customer engagement
Television viewing is no longer a one-way street
The future of interaction with your favorite screen in the house
Ask the expert about customer engagement innovation
Expert videos on customer engagement innovation
Do you and your chatbot need therapy?
3 issues to work out in your brand’s chatbot relationship
Leave the IVR hold line behind
Give your customers a way out of the line with IVR-to-digital
The pursuit for better customer conversations
Why AI is so important to customer engagement
How Opus is helping organizations simplify their communication strategy
Recommendations for the best Enterprise Intelligent Assistant technology
Here’s how you give your customers their time back!
New Nuance survey reveals how consumers want to connect with you
English Language Day: Thoughts on the conundrum of linguistics
Using intelligent linguistics to speak to your customers
Deliver great customer service through your contact center
Let’s address the elephant in the contact center
Why managing a contact center can be challenging nowadays
Love in the Age of AI
Making customer experiences easier to love with AI
Why Punxsutawney Phil should not be the norm for prediction in customer service
Learnings from legends for predictive customer engagement
Develop your IVR on your own with the help of the right tooling suite
Finding the right tools for DIY IVR
IVR self-service has never been easier
Can cyber criminals “compromise speech recognition systems with ease”?
A response to a study on voice biometrics and speech recognition
Nuance celebrates their customer service experience successes in 2017
But first, champagne
Reflecting on our 2017 New Year’s resolutions: How did we do?
Scratching the surface: Healthcare needs to build on its intelligent omni-channel achievements
Payers and exchanges are leveraging digital and proactive engagement with success
Buffalo buffalo Buffalo buffalo buffalo buffalo Buffalo buffalo: Part 1 of What’s left to tackle in voice technology
Automatically generating dialog for conversations is a complex problem to solve.
Use analytics to gain entry into the customer experience
Analytics as the Trojan horse to better customer experiences and contact center efficiency
Opening the gates to the city: 3 quick hits
No need to throw away the key (or remember where it is) with secure biometrics in digital channels
How to have a secure conversation in digital channels
Stolen passwords and fraud: What are you doing to protect yourself while increasing CSAT?
no need to howl (or scream) at the moon with satisfying customer service
Boo! Scary customer service practices that make us scream
Avoid scaring customers with poor use of technology
Take an "as you wish" attitude with your customers to exceed their customer service desires
As you wish. An inconceivable way of serving customers.
Customer service that meets (and exceeds) customer service expectations
Nuance customers around the globe score big with Intelligent Assistants awards
Nuance and its customers named shining examples of virtual assistants
Allied Irish Banks and Deutsche Telekom pioneer voice biometrics to ease customer effort
How Nuance voice biometrics improved authentication for telecom and banking
Avoiding customer journey traffic jams
Omni-channel experiences that customers want and organizations need
IVRs and AI, unite!
4 ways AI can help your IVR win in a digital age
Introducing the Modern Voice: Intelligent, conversational experiences
Voice technology that creates effortless customer experience
Consumers get ready to fight fraud with biometrics
World Password Day 2019
How to make a difference in the world
Solving problems with Artificial Intelligence innovations
Getting your organization “in the know” with speech analytics
What you don't know, won't hurt you...or will it?
No joke: Customers don’t like chatbots
Why chatbots fail and what to do about it
Learn how RBS works with Nuance to prevent fraud in their contact centers.
Keeping up with the fraudsters
A fraud prevention success story from Royal Bank of Scotland
Nuance wins big at 2019 Stevie Awards
The winning proof of digital transformation
2019 AI Predictions from Nuance
2019 is the year we’ll start to see a lot of the AI startups fade away.
“How many ounces in a cup?” or “Show me pictures of a pup.”?
Context and the human condition matter in Conversational AI
Bot vs spouse: How much do customers talk to chatbots?
How much do customers talk to chatbots?
Predict why customers engage? It’s no fantasy
Let AI and prediction create amazing customer experiences
What does it really mean to optimize customer experience?
Continuous optimization for digital solutions
The fraudsters are coming!
How to combat contact center fraud attacks
World Cup teaches lessons on service
Learn from soccer to provide "the great service" to customers
learn who are the leaders in the artificial intelligence marketplace
Forrester’s New Wave™ report reveals the reality about current AI technology
How artificial intelligence becomes the dream for a better life
5 best practices for healthcare providers: Automating appointment management
What it takes to deliver fewer no-shows, deeper patient engagement and greater ROI
Offer great customer service for everyday loyalty
Loyalty Day comes once a year, but businesses must think loyalty every day
Oh! I know! I know! – Proactive voice interfaces: Part III of “What’s left to tackle in voice technology”
Proactive voice interfaces and how to make the agents smarter
Gold standard vs. good enough
How to make all your customer service channels podium-worthy
Be the MVP for Super Customer Service
Look to the Super Bowl for improving customer engagement
Become the psychic for your customer service
How artificial intelligence can be used to predict your customer’s intent
2018 predictions: Five ways AI will make you love customer service this year
AI and customer service predictions for 2018
The potential of artificial intelligence when harnessed by the Enterprise
A closer look at the 2017 AI World Conference in Boston
Happy Birthday to you, SMS! Now, about those crow’s feet…
SMS messaging turns 25 years old next week. It’s past due for a facelift.
We saw it coming - Nuance digital engagement for customers analysis brings good news
We knew it all along…
Reflections on the Ovum SWOT assessment of Nuance Digital Customer Engagement Platform
Customer service gets up-leveled with social media engagements added to your digital engagement strategy
How to catch a social butterfly
The challenge of collapsing channels for unified customer service
Time-is-precious-so-are-customer-experiences
Spring forward or fall back?
Saving your customers time with tailored customer experiences
There is a new engagement in town.
Messaging is convenient, timely, and what today’s consumers want. Are you ready?
Make-customer-experiences-meaningful-with-customer-engagement
Rules of customer engagement: 5 tips on how to create a meaningful customer experience
Better customer experience through building relationships
Improve customer service by selecting the right virtual assistant that fits customer needs
Much ado about bots: How to choose the right enterprise virtual assistant
What do large enterprises require in a virtual assistant?
Rethinking digital transformation
A survival guide for customer experience leaders
Introducing Nuance IQ: The new home of AI innovation
The latest in AI innovation delivered to your inbox, every quarter.
Nuance named leader in 2019 Forrester Wave: Conversational AI for Customer Service
Nuance outstrips its rivals: Provides mission-critical, enterprise-grade, conversational AI
Getting our geek on for Geek Pride Day
A deep dive into Nuance Pathfinder and conversational design
Four steps to modernizing government IVR
Taking citizen self-service to the next level
The nuances of negotiating with a king
Teaching a robot to converse with humans
Advance your IVR to the Final Four
Four ways to beat the competition and increase customer satisfaction
Beyond Containment
Creating better customer experiences & delivering savings by expanding beyond containment
Spring cleaning the contact center
How technology and common sense can “spark joy” in the contact center
Creating a bionic contact center agent
Why agent satisfaction is the new KPI contact centers should pay attention to
customer experience
Rankings show banks are doing well – are you keeping up?
Customer experience in banking: Three omni-channel recommendations for improving now
Seamless customer experience is critical. But it’s not always easy.
Four lessons learned from the Forrester Customer Experience Forum
Apple Business Chat momentum grows, allowing consumers to message with their favorite brands
Apple Business Chat momentum grows
Why RCS Business Messaging might be the next big thing
Introducing a new way of customer engagement for messaging channels
Virtual or real? Or both?
How do you know whether a customer would benefit from a virtual assistant or human agent?
Do you need “expert conversations” in your automated customer service interactions?
Designing complex, automated customer service conversations
Biometric authentication reduces friction and cuts fraud
Contact center identification and verification use cases, using voice biometrics
Change, and the case for continuous optimization
Continuous optimization is critical to competitive customer experience programs
Now’s the time to reevaluate the role of voice
Voice innovations that power great customer experience
It’s more than IoT. It’s EoT.
The Engagement of Things is how organizations engage with today’s customers
How the machines will adjust to us: A short story about “conversational AI” growing up
The evolution of conversational artificial intelligence
No stone unturned: Reducing risk in digital government optimization
Look at other industries and countries for some assistance with virtual assistants
The Virtual Assistant Nina for Google Home allows enterprises to bring their customer service to the smart home speaker
Nina for Google Home: The ultimate enterprise smart home hook-up
Nina for Google Home Extends AI-Driven Customer Service to the Popular Smart Home Device
It’s time to get to know your customers better with actionable data insights
Celebrating "Get to Know Your Customers Day" via speech analytics
walkie talkies are voice technology of the past just as today's smart speakers will fade into the past as well
Over and Out – Moving beyond the walkie-talkie voice interface: Part II of “What’s left to tackle in voice technology”
One day we’ll view smart speakers as a sentimental technology
How artificial intelligence is helping you get closer to owning your dream droid
What it means to understand human language
Hey, bankers…curb your enthusiasm!
What a grumpy old man wants in a digital banking experience
Hear ye! Hear ye! Speech delivers!
Research shows speech-based conversational IVRs deliver higher performance
Preparing for the “next one”: The importance of emergency outbound communications
Now is the time to assess your ability to communicate with residents and responders
Concerns you might think to be true about biometrics are simply not accurate
What you think you know about biometrics is wrong
Misconceptions of biometric security
Key learnings on artificial intelligence from the AI Summit San Francisco
Artificial Intelligence: What’s hot beyond buzzwords…
Reflections on AI Summit, San Francisco
Artificial-intelligence-innovations-revealed
So many possibilities with Artificial Intelligence applications!
Insights and impressions from the world’s leading AI innovators
How to be a good neighbor: The most impactful mobile customer service for insurance brands
Providing mobile customer service for insurance brands
Show more articles