July 29, 2025
PCI Pal Brings AI Fraud Detection to the Voice Channel
PCI Pal has launched a new Fraud Management Suite aimed at tackling card-not-present (CNP) fraud in contact centres, a growing problem as voice payments remain vulnerable compared to e-commerce.
The first feature in the suite is real-time AI risk scoring for phone-based customer interactions. Built in partnership with Telesign, it flags suspicious behaviour before a payment is taken, giving agents and bots a chance to act before fraud hits. The goal is to reduce chargebacks and lost revenue without slowing down the customer experience.
Mufti Monim, CTO of PCI Pal, said: “AI is transforming how we approach security — not just in detecting fraud, but in anticipating it. This launch lays the groundwork for a more intelligent and adaptive platform, that secures payments across all channels while enhancing both customer and agent experiences. It’s the first step in a broader roadmap to unify fraud prevention, compliance, and customer experience into one seamless, scalable platform.”
Unlike online channels, which benefit from 3D Secure and biometrics, voice interactions have had limited protection. PCI Pal is trying to close that gap with a platform that layers in adaptive authentication, analytics, and fraud defence tools designed specifically for contact centres.
Alessandro Dalla Volta, VP of Product at PCI Pal, said: “This is the first step in a multi-product journey to deliver continuous value to our customers and partners. By embedding risk scoring into our Secure Payments Suite via an intuitive agent interface and a single API, we’re giving contact centres powerful tools to detect fraud early and authenticate their customers seamlessly — across agents and bots using digital channels as needed.”
