1 Defeating Social Engineering with Voice Analytics Doug Mohney News & Online Editor VON Magazine
2 Where I m coming from News & Online Editor - VON Magazine VoIP/IP communications Security issues Enterprise issues If you want a consultant on IT/Security issues, go hire one not me
3 I m going to talk about... Voice Analytics (VA) What is it? How features of VA are being used in the corporate sector for security purposes today Applying VA as a defense layer against social engineering attacks
4 Voice Analytics - What it it? Definition: Analyzing the spoken content of recorded conversations (Mostly phone) Also called speech analytics For this presentation, includes- Voice print identification Word spotting Emotion Detection Talk Analysis Combine above with call data (date, time, duration, caller ID) and statistical analysis. Datamining phone calls
5 Echelon The Legend National Security Agency slurps up all overseas phone calls Massive computers farms scan calls for key words, voiceprints Speculation on capability as early as 1982 (Bamford, The Puzzle Palace) Echelon program reported years of development (?)
6 Corporate America s Echelon Voice print, voice analytics in use today Big users are call centers for: Fraud detection/prevention Operational efficiency Training, call escalation Real-time business intelligence Spot competitor offers, problems in service Multiple vendors providing speech analytics/voice analytics solutions to the call center market Call monitoring also used for regulatory compliance in financial, health care industries.
7 Why Call Centers? Efficiency is everything Get calls resolved faster, happier customer, lower costs Large data collection mechanism Cheap disks, cheap processors, sophisticated software Voice analytics allows companies to spot competitive trends in real time.
8 Enabling technologies VoIP IP PBX - Everybody is going to bits, so voice just another data stream to manipulate Cheap disks, cheap processors = Store everything, analyze everything Software is now off the shelf If you are already doing voice print in real-time or recording calls for quality assurance purposes, voice analytics is the next step
9 Where is Voice Analytics being used today? Contact Centers (Call Centers) It s datamining of the call content Financial institutions Banking Insurance Commercial organizations wanting to insure confidentiality of data Health Care, Banking Liability/Regulatory requirements HIPPA, financial, Sarbanes/Oxley
10 Voice Print Identification Unique digital pattern to one s voice Biometric means of identifying a person Multiple commercial solutions available for password replacement, such as Nuance Verifier Speaker Verification 150 million secure calls annually Financial services, telecommunications, utilities, transportation and manufacturing.
11 Commercial Benefits of Voice Print ID Reduce PIN/password admin Savings by reducing live agent contact (i.e. I forgot my password/pin ) Reducing potential for fraud and identity theft Improve customer service with a convenient means of security
12 How is Voice Print Used? Authenticate identity Make baseline voice print or train recognition via selective vocabulary Insurance companies use voice print for: White list Authenticate customer claim Black list Spot known bad actor Starting to be used in combination with database Likely see voice print start to proliferate for consumer financial use (credit card, some banking apps) in next few years.
13 Vendors Offering Voice Print Teledata Technology White List/Password replacement Voice Biometrics "T3 Viometrics reduces expenses associated with administering password policies and manual verification methods using live agent support. Courion, IBM, Nuance, Vocent, VoiceVault
14 Word Spotting Parsing out word or phrase in audio stream Go from speech to text, index, search Can look for single word, phrase, multiple phrases, depending on how detailed you want the rule set to be. The Hot Tool for Contact Centers Store all phone conversations with agents Your call may be monitored or This call is monitored Being used to sift through customer calls today for Good experience Wow! Bad experience Profanity (with emotion detection) Competition/competitive offers Look for mention of competitors name, special offer, great deal.
15 The FedEx Wow! FedEx searches inbound calls for Wow Calls are marked and forwarded to training New call center agents listen to fresh calls to learn how to be better call agents
16 Look at the angry customer In real-time, escalate to manager/troubleshooter Post-call, identify problems Bad business process Bad product Bad customer (Just profane or highly sensitive) Agent in need of improvement
17 Word Spotting For Real-Time Competitive Intelligence Inbound calls are a massive source of data on customer, market trends Word spotting used to look for Name/mention of competitor Mention of special offer, great offer, other switch Daily run allows for real-time identification of competitive offers to steal away business Allows businesses to adapt their own marketing, sales strategies in near-real time -- rather than 3 months later with sales down 5-10%.
18 Other Voice Analytics Applications Generate profiles of Good customers Make special/loyalty offers/bonuses Bad /trouble customers Can pull out & examine multiple calls Historical or on-the-fly See if there s a bad history of interaction Identify inbound for escalation/special handling. Use in combination with emotion detection.
19 How it works General Process Capture clone/copy VoIP stream Storage - Put it on a server Retrieval Index everything nicely Analysis Set up rules and ad-hoc reports, look at the results
20 Profile of NICE Systems Traded on NASDAQ, $311 million in The Microsoft of Voice Analytics Based in Israel, 20 years of operation 23,000 customers. over 100 countries, including 75 of Fortune 100 American Express, Citibank, FedEx, Home Depot, Nextel, Time Warner, Vodafone " NICE s solutions are changing the way organizations make decisions, help them improve business and operational performance, address security threats and be proactive
21 NICE - The Good, The Interesting Supports Nortel, Cisco Call Manager, Avaya Communications Manager. Can link voice with other recording tools IM, screen lookup Can tie into SAS analytical models so you can do statistics to your heart s content Baseline analytics package costs $100,000 Storing calls much cheaper.
22 Voice storage Or Everyone is Storing Entry-level storage Single (PC) box, PCI bus, Win XP, redundancy options 48 recording channels per unit, usual phone interfaces. Store up to 55,000 hours of audio Can be scaled as a multi-site solution for distributed organizations: Branch offices, distributed PSAPs If not analyzing in real-time/near-real time, can at go back and audit interactions with software at a later date. Interactions don t have to be phone Radio communication
23 NICE s thoughts on storage "These days even small and medium-size enterprises need professional voice logging - not just for reducing liability, resolving disputes or trapping nuisance callers but also for staff training, enhancing customer service or clarifying verbal instructions."
24 Commercial Uses of Voice Recording/Analytics Quality monitoring Liability/Regulatory Interactions analytics Looking at what is going on between call center and customers, spot trends, improve marketing, performance of agents.
25 Voice Analytics - Call Center Applications In-Call To trigger direction to a specialist by phrase or emotion Supervisor/escalation Caller identification verification Starting to database voice print» Use voice print to verify identity; prevent identity theft Post-call - Analyze trends Customer mentioning offer/competitor Data used to adjust marketing, sales strategies Customer encountering problems with "X Use to update help desk, refine procedures
26 Liability/Regulatory requirements HIPPA, financial, Sarbanes/Oxley HIPPA Track communications to ensure confidentiality of information Financial Monitor for leakage of information, insider trading Sarbanes/Oxley Everyone's paranoid about requirements, skew to overkill. Provides audit trail of calls & monitoring
27 Applying Voice Analytics To Defend Against Social Engineering
28 An interesting datapoint.. White paper picture/reference on their website "Social Engineering & Identity Theft: How Criminals Exploit Your Call Center" White paper has been REMOVED from their website.
29 Social engineering The way in Outside caller impersonates insider Everyone is eager to cooperate with a friendly person. Easiest way to be compromised Phone numbers Passwords Procedures/websites One piece of key information leads to others (See Mitnick, Kevin) Despite written policies, user education, social engineering is still an effective way to breech corporate security.
30 Real-Time Defenses Against Social Engineering with Voice Analytics White List Black List Black List With Sharing Word Spotting Voice Analytics All of the above, with computer/telephony data and statistical analytics)
31 Implementation Using existing technology No blue sky ideas, more Cut and paste (for word spotting) Building rule sets/queries to combine existing real world functions Combining white list/black list voiceprint with word spotting Building multi-word/phrase word spotting VoIP/IP-PBX enables ease-of-implementation It s already bits in the machine (Current) Price tag likely to be a deterrent for some orgs; others will try to shoehorn in on existing licenses.
32 White List - Voice print identification "My voice is my passport Most common use In-house use to authenticate: Technicians/IT staff (already being done in some places) All staff Becomes more important as caller ID information is spoofed
33 Black List Voice print identification Scan for Known Bad Actors Already being done in insurance & financial sectors to detect identity fraud. Once spotted, flag/deny access to rest of phone system; send to voice attendant hell Share bad actors voiceprint in central database (optional)
34 Black List with Sharing Voice print, but with a mutually shared database Insurance companies are already starting to database voiceprints Once caller blacklisted, share the voice print in the pool Akin to The Book in Vegas of banned gamblers
35 Word Spotting Monitor vocabulary of words User login, Password, Phone number of --- Cross-match with caller ID. Someone off the street is calling in asking for a password, sound the alarm Likely have to establish baseline/threshold to prevent false alarms. I ve forgotten my login password, can you reset it?
36 Post-attack reconstruction Identify bad actor via voice print and word spotting Track back through call logs, voice print Can trace back-- Who was called Identify both methods & compromised info Why did he ask for that? Generate a full time-stamped audit trail as to who called, when, where (if caller ID not manipulated)
37 Spy vs Spy Tactics Against Voice Analytics and Countermeasures
38 White List - Tactics/Countermeasures Tactics - Canned phrase from fixed vocabulary regenerated via recording Sneakers - "My voice is my passport" Tape recorder These days, use a laptop to polish, ipod to play Countermeasure Emote "Say it angry, say it calm Canned response will only have one "flavor"/version. Countermeasure - "The Phrase that pays Daily randomly generated phrase analyzed on the fly Much harder to spoof, especially in combination with time limit on response
39 Tactics And Countermeasures Word Spotting Tactics - Avoid "hot" words if possible/known Use code phrases/substitution Thesaurus VERY useful But could also be very awkward If using hot words, run a slow-attack to avoid baseline/threshold. A call per day, every other day, every week Alternatively, blitz! (Inside the OODA cycle) Try to get all needed information, load, fire attack, get out before security has a chance to react. Countermeasures Word Spotting More sophisticated rules Match on key-word monitoring AND unique voice print Immediately flag if key-word and voice outside of whitelist/company directory
40 Tactics/countermeasures Black List Tactic - Use multiple people for social engineering attacks Requires multiple people involved How many people can you have involved? Three can keep a secret, if two are dead. Ben Franklin Countermeasures Shared Black Lists If Black Lists are shared among companies in real time, social engineering attempts detected faster
41 Tactics Hack the analytics box Voice Analytics Systems are Windows-based "Best Cast" Denial of Service attack or crashing the server Attack/crash gives you a date/time for penetration Worst case - If someone owns the box, and understands the software, everything is fair game White List Black List Vocabulary of monitored phrases Countermeasures Secure analytics box just like you would any other piece of sensitive equipment (Physically, network).
42 Summary Voice analytics is being used TODAY in call centers, government applications, Fortune 500 Features of voice analytics are being used today as a tool to spot social engineering attacks Insurance companies, fraud The (software) technology is not cheap, but prices are likely to decline First implementations in high-security/high-value organizations
43 Food for thought Echelon Sweden -- or NYC Gear is cheap, software is off the shelf, multiple vendors Corporate/government You have no privacy Big Brother monitor for job search, grudge against the boss And if you thought DNA was bad Speeches, public conversations, phone calls, podcasting Your voice can be found everywhere Google Voice
44 Contact Doug Mohney
46 Reference point URLs Nice Systems Revenues - $311.1 Million Now part of RSA through PassMark Envision Telephony
47 Others in the space Communication interception and call center businesses! - Witness Systems
Business Intelligence From Mining VoIP Voice Recordings Ray Lucchesi, Silverton Consulting, Inc. SNIA Legal Notice The material contained in this tutorial is copyrighted by the SNIA. Member companies and
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