Fraudulent call detection in a contact center

Abstract

A call center computing system (CCCS) identifies a user profile associated with information identifying a user in a call received at a call center. The CCCS accesses an audio segment of the call and applies a fraud detection model to the audio segment to determine one or more scores predicting a likelihood the call is fraudulent. Applying the fraud detection model includes accessing a cultural tone profile defining a first combination of features determined from a baseline voice sample associated with the user profile and generating prosodic features defining a second combination of features associated with a voice recorded in the audio segment. Applying the fraud detection model also includes determining the one or more scores by evaluating the generated prosodic features based on the cultural tone profile. The CCCS categorizes the call in a particular category selected from a set of categories and performs an action with the call.