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Pindrop Voice Intelligence & Security Report Finds Consumers Living in States Restricting Biometrics are Twice as Likely to Experience Fraud

Pindrop Voice Intelligence & Security Report Finds Consumers Living in States Restricting Biometrics are Twice as Likely to Experience Fraud
PR Newswire
ATLANTA, April 11, 2023

Data Breaches, Artificial Intelligence’s Widespread Adoption and Ec…

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Pindrop Voice Intelligence & Security Report Finds Consumers Living in States Restricting Biometrics are Twice as Likely to Experience Fraud

PR Newswire

Data Breaches, Artificial Intelligence's Widespread Adoption and Economic Uncertainty are Driving Record Rates of Fraud in the Financial and Retail Sectors

ATLANTA, April 11, 2023 /PRNewswire/ -- Pindrop, a global leader in voice technology, today released its annual Voice Intelligence & Security Report. Through an analysis of five billion calls and three million fraud catches within the largest financial institutions, insurers, and retailers, Pindrop uncovered how the rise and adoption of artificial intelligence, an impending recession, and the return of pre-pandemic fraud techniques are driving record rates of fraud attacks for consumers and enterprises alike. Key findings in the report include:

  • States that imposed restrictions on the use of biometrics are twice as likely to experience fraud
  • In times of financial uncertainty, fraud increases. Financial institutions experienced a 53 percent year over year increase in fraudulent activity in Q4 2022
  • With data breaches reaching record levels, fraudsters are leveraging data from the dark web and testing it in the IVR to identify high-value accounts and attacking those accounts jointly with other fraudsters
  • Retail has emerged as one of the most fraud-dense verticals - one in every 347 calls is fraudulent within call centers supporting online retailers

"Today's fraudsters are more equipped and creative than ever, using deepfakes, the regulatory landscape, and self service channels to help them successfully attack consumers and corporations," said Vijay Balasubramaniyan, CEO and cofounder of Pindrop. "In addition to new technologies, fraudsters are reverting to pre-pandemic social engineering tricks, causing retailers and financial institutions billions in losses. While this report highlights the dangers of today's fraud landscape, we are proud to partner with several of the largest financial institutions globally in order to safeguard their assets and protect them from fraud."

The Ramifications New Privacy Laws Will Have on Fraud Prevention
Laws regulating personal information have been enacted in the U.S. at state levels. While these privacy laws aim to ensure the safety and privacy of consumers, fraudsters are capitalizing on the unintended consequences of the real-world application of these laws. Pindrop found that fraud rates in states that pose enhanced restrictions on the use of biometrics (such as California, Texas, and Illinois) are twice as likely to experience fraud. These states also contribute to 33 percent of all fraud losses reported in the U.S.

The human voice remains a vital factor that can be leveraged for fraud detection. However, as more states consider bills regulating voice without notable security or fraud-prevention exemptions, companies will find their current detection mechanisms are falling short while fraudsters are taking advantage of these laws as the weakest link.

Financial Uncertainty's Impact on Fraud
Data shows that fraud skyrockets during times of economic uncertainty. During the 1980, 1990, and 2008 recessions, fraud offenses increased between 5 and 10 percent. According to Pindrop's report, one in every 784 call center interactions within the financial sector were fraudulent in Q4 2022 – a 53 percent increase from 2021. Additionally, fraud rates in credit unions increased by more than 70 percent in 2022.

Data Breaches Reach All Time High, Causing Fraud Feeding Frenzies
Data compromises are at an all time high with more than 1,800 events reported in 2021 and 2022 individually. A combination of the rise of artificial intelligence, the digital economy and the dark web have ushered in an era of large-scale data breaches, where fraudsters are easily obtaining SSNs, birth dates, addresses, email addresses, credit card details and phone numbers as well as medical records and bank details. Fraudsters are now deploying large-scale vishing and smishing efforts, victim social engineering, and IVR reconnaissance resulting in companies losing billions of dollars and consumer trust. Since 2020, an average of 300 million victims have been affected by these data breaches. According to Pindrop's data, telecom carriers who have been previously impacted by data breaches experience a 274 percent higher fraud rate compared to other carriers.

The impact of these data breaches in combination with the frequency at which they're occurring has led to a major security risk for contact centers. Following a data breach, there is a feeding frenzy in the IVR as fraudsters and bots attack customer accounts with the acquired data. There is a race to perform reconnaissance as fraudsters start figuring out which accounts have the highest monetization potential and teaming up to exploit those accounts. This creates a complex, interconnected web of fraudster activity that makes the IVR ten times more risky than the agent leg.

Retail Fraud on the Rise
While fraud is most notorious in sectors like banking and insurance, Pindrop's data found that retail is the most fraud-dense vertical. Fraudsters are attacking retailers through all channels: contact centers, ecommerce, and through credit card fraud. Recent data found that 3.6 percent of all ecommerce revenue in 2022 has been stolen by fraudsters, and payment fraud grew 40 percent from 2021 to 2022. At the contact center level (where one in every 347 calls is fraudulent), fraudsters are turning to return or concessions abuse in order to receive refunds on purchases still in their possession.

For more information and to download the 2023 Pindrop Voice Intelligence & Security Report, please visit: https://go.pindrop.com/resources/report/2023-voice-intelligence-and-security-report/ 

Methodology
Pindrop Labs analyzed more than five billion phone calls and three million confirmed fraud catches for some of the largest call centers in the U.S., including eight of the top 10 banks, five of the seven leading insurers, three of the top five financial services companies, and several leading retail companies. Through these findings, we have derived the data presented in this report. For the purposes of this study, we are only analyzing the fraud identified in contact centers and all callers have been anonymized.

About Pindrop
Pindrop's solutions are leading the way to the future of voice by establishing the standard for identity, security and trust for every voice interaction. Pindrop's solutions protect some of the biggest banks, insurers, and retailers in the world using patented technology that extracts intelligence from every call and voice encountered. Pindrop solutions help detect fraudsters and authenticate genuine customers, reducing fraud and operational costs, while improving customer experience and protecting brand reputation. Pindrop, a privately held company, headquartered in Atlanta, GA, was founded in 2011 by Dr. Vijay Balasubramaniyan, Dr. Paul Judge and Dr. Mustaque Ahamad and is venture-backed by Andreessen Horowitz, Citi Ventures, Felicis Ventures, CapitalG, GV, IVP and Vitruvian Partners. For more information, please visit pindrop.com.

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One city held a mass passport-getting event

A New Orleans congressman organized a way for people to apply for their passports en masse.

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While the number of Americans who do not have a passport has dropped steadily from more than 80% in 1990 to just over 50% now, a lack of knowledge around passport requirements still keeps a significant portion of the population away from international travel.

Over the four years that passed since the start of covid-19, passport offices have also been dealing with significant backlog due to the high numbers of people who were looking to get a passport post-pandemic. 

Related: Here is why it is (still) taking forever to get a passport

To deal with these concurrent issues, the U.S. State Department recently held a mass passport-getting event in the city of New Orleans. Called the "Passport Acceptance Event," the gathering was held at a local auditorium and invited residents of Louisiana’s 2nd Congressional District to complete a passport application on-site with the help of staff and government workers.

A passport case shows the seal featured on American passports.

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'Come apply for your passport, no appointment is required'

"Hey #LA02," Rep. Troy A. Carter Sr. (D-LA), whose office co-hosted the event alongside the city of New Orleans, wrote to his followers on Instagram  (META) . "My office is providing passport services at our #PassportAcceptance event. Come apply for your passport, no appointment is required."

More Travel:

The event was held on March 14 from 10 a.m. to 1 p.m. While it was designed for those who are already eligible for U.S. citizenship rather than as a way to help non-citizens with immigration questions, it helped those completing the application for the first time fill out forms and make sure they have the photographs and identity documents they need. The passport offices in New Orleans where one would normally have to bring already-completed forms have also been dealing with lines and would require one to book spots weeks in advance.

These are the countries with the highest-ranking passports in 2024

According to Carter Sr.'s communications team, those who submitted their passport application at the event also received expedited processing of two to three weeks (according to the State Department's website, times for regular processing are currently six to eight weeks).

While Carter Sr.'s office has not released the numbers of people who applied for a passport on March 14, photos from the event show that many took advantage of the opportunity to apply for a passport in a group setting and get expedited processing.

Every couple of months, a new ranking agency puts together a list of the most and least powerful passports in the world based on factors such as visa-free travel and opportunities for cross-border business.

In January, global citizenship and financial advisory firm Arton Capital identified United Arab Emirates as having the most powerful passport in 2024. While the United States topped the list of one such ranking in 2014, worsening relations with a number of countries as well as stricter immigration rules even as other countries have taken strides to create opportunities for investors and digital nomads caused the American passport to slip in recent years.

A UAE passport grants holders visa-free or visa-on-arrival access to 180 of the world’s 198 countries (this calculation includes disputed territories such as Kosovo and Western Sahara) while Americans currently have the same access to 151 countries.

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Fast-food chain closes restaurants after Chapter 11 bankruptcy

Several major fast-food chains recently have struggled to keep restaurants open.

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Competition in the fast-food space has been brutal as operators deal with inflation, consumers who are worried about the economy and their jobs and, in recent months, the falling cost of eating at home. 

Add in that many fast-food chains took on more debt during the covid pandemic and that labor costs are rising, and you have a perfect storm of problems. 

It's a situation where Restaurant Brands International (QSR) has suffered as much as any company.  

Related: Wendy's menu drops a fan favorite item, adds something new

Three major Burger King franchise operators filed for bankruptcy in 2023, and the chain saw hundreds of stores close. It also saw multiple Popeyes franchisees move into bankruptcy, with dozens of locations closing.

RBI also stepped in and purchased one of its key franchisees.

"Carrols is the largest Burger King franchisee in the United States today, operating 1,022 Burger King restaurants in 23 states that generated approximately $1.8 billion of system sales during the 12 months ended Sept. 30, 2023," RBI said in a news release. Carrols also owns and operates 60 Popeyes restaurants in six states." 

The multichain company made the move after two of its large franchisees, Premier Kings and Meridian, saw multiple locations not purchased when they reached auction after Chapter 11 bankruptcy filings. In that case, RBI bought select locations but allowed others to close.

Burger King lost hundreds of restaurants in 2023.

Image source: Chen Jianli/Xinhua via Getty

Another fast-food chain faces bankruptcy problems

Bojangles may not be as big a name as Burger King or Popeye's, but it's a popular chain with more than 800 restaurants in eight states.

"Bojangles is a Carolina-born restaurant chain specializing in craveable Southern chicken, biscuits and tea made fresh daily from real recipes, and with a friendly smile," the chain says on its website. "Founded in 1977 as a single location in Charlotte, our beloved brand continues to grow nationwide."

Like RBI, Bojangles uses a franchise model, which makes it dependent on the financial health of its operators. The company ultimately saw all its Maryland locations close due to the financial situation of one of its franchisees.

Unlike. RBI, Bojangles is not public — it was taken private by Durational Capital Management LP and Jordan Co. in 2018 — which means the company does not disclose its financial information to the public. 

That makes it hard to know whether overall softness for the brand contributed to the chain seeing its five Maryland locations after a Chapter 11 bankruptcy filing.

Bojangles has a messy bankruptcy situation

Even though the locations still appear on the Bojangles website, they have been shuttered since late 2023. The locations were operated by Salim Kakakhail and Yavir Akbar Durranni. The partners operated under a variety of LLCs, including ABS Network, according to local news channel WUSA9

The station reported that the owners face a state investigation over complaints of wage theft and fraudulent W2s. In November Durranni and ABS Network filed for bankruptcy in New Jersey, WUSA9 reported.

"Not only do former employees say these men owe them money, WUSA9 learned the former owners owe the state, too, and have over $69,000 in back property taxes."

Former employees also say that the restaurant would regularly purchase fried chicken from Popeyes and Safeway when it ran out in their stores, the station reported. 

Bojangles sent the station a comment on the situation.

"The franchisee is no longer in the Bojangles system," the company said. "However, it is important to note in your coverage that franchisees are independent business owners who are licensed to operate a brand but have autonomy over many aspects of their business, including hiring employees and payroll responsibilities."

Kakakhail and Durranni did not respond to multiple requests for comment from WUSA9.

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Industrial Production Increased 0.1% in February

From the Fed: Industrial Production and Capacity Utilization
Industrial production edged up 0.1 percent in February after declining 0.5 percent in January. In February, the output of manufacturing rose 0.8 percent and the index for mining climbed 2.2 p…

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From the Fed: Industrial Production and Capacity Utilization
Industrial production edged up 0.1 percent in February after declining 0.5 percent in January. In February, the output of manufacturing rose 0.8 percent and the index for mining climbed 2.2 percent. Both gains partly reflected recoveries from weather-related declines in January. The index for utilities fell 7.5 percent in February because of warmer-than-typical temperatures. At 102.3 percent of its 2017 average, total industrial production in February was 0.2 percent below its year-earlier level. Capacity utilization for the industrial sector remained at 78.3 percent in February, a rate that is 1.3 percentage points below its long-run (1972–2023) average.
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Click on graph for larger image.

This graph shows Capacity Utilization. This series is up from the record low set in April 2020, and above the level in February 2020 (pre-pandemic).

Capacity utilization at 78.3% is 1.3% below the average from 1972 to 2022.  This was below consensus expectations.

Note: y-axis doesn't start at zero to better show the change.


Industrial Production The second graph shows industrial production since 1967.

Industrial production increased to 102.3. This is above the pre-pandemic level.

Industrial production was above consensus expectations.

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