Ep. 87: Deepfakes and Deepening Relationships via Call Centers

Gaelan Woolham, director of Capco, joined the podcast to discuss his unique insight into the world of deepfakes and AI frauds in the financial world.

In recent years, banking has moved away from in person interactions and towards online only interactions, which has increased the potential for fraud. Passwords and security questions can be easy to guess, especially with as open as people are on social media. Even in the case of voice biometric authentication, an AI voice generator could still pose threats to security.

This has posed new challenges for financial institutions, as securing data is a top priority in order to keep customers safe. The front line of defense against fraud typically falls onto the call center, which isn’t always prepared. However, as new technologies emerge to help fight against fraud, new technologies are also emerging to enable fraud.

Gaelan is excited to see how financial institutions will utilize technology to aid in the call center’s fight against fraud. He is also excited to see how AI will be used to help financial institutions, such as allowing for a more natural conversation to occur when calling a help number and speaking with AI instead of a real person.

Listen to this podcast to learn more about how deepfakes and AI frauds are impacting the financial world with Hunter and Gaelan.

More about Gaelan

Gaelan is an Executive Director at Capco Toronto. Gaelan has been with the Canadian office over 15 years and has worked across multiple clients and projects. He has lead projects in strategy and delivery across retail Banking, Wealth Management and Capital Markets. He has a focus on financial crimes and has led initiatives in Fraud and AML transformation. Gaelan is known an inclusive and practical leader, who looks to build self-motivated teams.