TransUnion TruValidate for Genesys - Powered by Star Telecom

To optimize contact center fraud prevention, TruValidate bypasses traditional, manual authentication processes like security questions (KBA) by assessing risk before the call connects. Low-risk calls are routed directly to agents or self-service, enabling agents to begin resolving issues immediately rather than spending time verifying identity.

TruValidate uses a combination of historical call metadata, device and carrier intelligence, and identity graph links to validate callers without requiring them to answer knowledge-based authentication questions. This inbound call authentication method eliminates friction for known, trusted users and allows exceptions to be flagged only for high-risk scenarios.

By providing a fast, seamless authentication experience, callers spend less time on hold, experience fewer frustrating challenges, and are directed more efficiently to resolution. This frictionless voice fruad detection solution improves flows and translates into significantly higher satisfaction scores for authenticated callers.

TruValidate performs a real-time, pre-answer risk assessment using telecom network forensics, device characteristics, spoofing detection, and behavioral data from TransUnion’s identity graph. These inputs generate a Trust Indicator score that determines if a caller is routed directly to service, flagged for review, or escalated to fraud analysts.

Authenticated callers with high trust levels are fast-tracked into the most efficient self-service paths or routed to the most appropriate agent. Risky or spoofed calls, by contrast, are diverted to fraud analysts or given limited IVR options. This segmentation ensures that legitimate users have a better experience, while minimizing exposure to fraudsters.

TruValidate’s machine learning engine uses real-world fraud outcomes from customer interactions to update its risk assessment algorithms. This feedback loop helps the system adapt to new fraud patterns, improving accuracy and reducing false positives over time.

With TruValidate AccountLink, the solution cross-references the caller’s ANI (automatic number identification) with CRM data using TransUnion’s identity graph. This enables instant identification of previously unknown or masked callers, improving first-contact resolution and personalization from the first second of engagement.