Solution Approach for IVR Fraud Detection and Prevention in Banking Call Centers

Interactive Voice Response (IVR) systems are pivotal in modern banking, facilitating seamless customer interactions. However, they are increasingly exploited for fraudulent activities through techniques like voice phishing (vishing) and social engineering. This paper examines the vulnerabilities of IVR systems in banking call centers and proposes an integrated solution to detect and prevent fraud. By employing advanced analytics, voice biometrics, and real-time monitoring, the proposed framework mitigates risks while maintaining a user-friendly experience. A unique approach involving behavioral profiling and machine learning further strengthens the system’s resilience against evolving threats.