Knowledge Based-Authentication (KBA) is the combination of real and fake-out questions that should help agents root out imposters and fraudsters. However, due to the answers to these questions being available publicly or leaked online, the effectiveness of this method is no longer accepted. Still, KBAs can help accurately define proper user identity, but their use may require an extra layer of security.
5 years at Pindrop as a Sales engineer. Prior to Pindrop, Dave spent 9+ years working with contact centers utilizing speech analytics. Dave also has a great deal of experience in working with outsourced contact center agents worldwide.
Jay has been in the technology industry for over 25 years working in various roles in sales, professional services, and software engineering. His career has spanned multiple industries including banking and finance, hospitality and travel, retail, public utilities, and government. He has spent the last 15 years as a subject matter expert in speech applications, contact center technologies, and security. He has been with Pindrop since 2013, serving in multiple roles within the organization.