Cybercrime and bank fraud have ramped up in recent years, pushing banks to rethink how they handle customer interactions. It’s not enough to just respond anymore; effective due diligence is crucial.
Take the First National Bank of Omaha (FNBO), for instance. This Nebraska-based bank has been in business since the 1850s and now spans the Great Plains from Illinois to Texas. With over $30 billion in assets, FNBO addresses challenges like fraud on a daily basis. Steve Furlong, the bank’s fraud management director, leads efforts to ensure that thousands of incoming calls and chats from customers—and even some not from FNBO customers—are secure.
Furlong’s main battle? Identifying actual customers. “Am I really talking to the cardholder?” he questions. He knows all too well the conflict between securing transactions and providing a smooth customer experience. In the past, he stuck to a strict approach: require as much information as possible, even if legitimate customers occasionally struggled to confirm their identity.
That approach caused headaches. Customers got frustrated, and banking partners complained when their clients faced hurdles. Furlong found himself at odds with contact center staff, who wanted to simplify calls and speed up resolutions. Recognizing the need for a change, FNBO turned to Pindrop, a voice security specialist.
Pindrop began its journey in the early 2010s when its founder, frustrated by identity verification issues while traveling, sought a better solution. Initially, FNBO hesitated to partner because Pindrop required on-premise installation, which clashed with their security protocols. But once Pindrop transitioned to a cloud-based model, FNBO jumped on board.
Furlong appreciated Pindrop for its collaborative approach. Instead of just a vendor, they became trusted partners, adapting to FNBO’s needs. Within 60 days, FNBO activated Pindrop’s Protect product, soon followed by Passport, which enhanced customer authentication.
Most FNBO customers haven’t even noticed this shift. A more intelligent scoring system now evaluates factors like geographic location and device changes. If a contact raises red flags, they’re escalated to a specialized fraud team, but the routine interactions have become easier for customers. “We haven’t had anyone complain about less stringent checks,” Furlong remarks.
The feedback from FNBO contact center staff has been overwhelmingly positive, as Pindrop’s tools guide agents through interactions without requiring them to be fraud experts. When Pindrop’s system goes down, the staff quickly raises alarms—showing how much they depend on it.
Looking forward, FNBO is keen to tackle emerging threats like deepfake fraud. Furlong once dismissed concerns about deepfakes but has shifted his view entirely. As they implemented detection technology with Pindrop, early results showed they were already receiving deepfake calls.
The landscape of fraud is broadening. Furlong acknowledges that while organized crime deserves attention, so does the individual who might easily create a deepfake in their home. “They’re coming through various channels—voice, chat, video conferencing. The opportunities for crime are expanding,” he explains.
FNBO officially integrated deepfake detection in late 2024. While the current rate of attacks isn’t overwhelming, Furlong anticipates significant increases in these threats as technology evolves. He’s pushing for further developments, looking into live call analysis that could recognize if a customer is being manipulated or scammed. “Can Pindrop identify signs of duress or scripted responses?” he asks.
This evolution in voice security is ongoing, with FNBO committed to staying a step ahead.