The AI in Business Podcast Operationalizing Real-Time Voice Intelligence for FinServ and CX - with Ken Morino of Modulate
12 snips
Apr 24, 2026 
Ken Morino, Director of Marketing and Behavioral Research at Modulate, explains real-time voice intelligence for fighting voice-based fraud in financial services and contact centers. He outlines where to start, how to tune alerts to reduce noise, and ways to integrate voice AI without ripping out existing systems. He also discusses building auditable workflows, ownership between teams, and why smaller specialized models often win in regulated environments.
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Episode notes
Define Clear Success Metrics Before Deployment
- Do define specific measurable success metrics before deploying voice intelligence.
- Measure outcomes like reduction in fraud losses, increase in customer satisfaction, or faster time-to-detection as Ken Morino advises.
Detect Recon And Microfraud Patterns
- Do analyze post-call trends and reconnaissance patterns to catch low-dollar fraud that evades single-call checks.
- Ken Morino suggests spotting testing behavior around monetary thresholds and scripted language to detect coordinated small-value attacks.
Bootstrap With Transcripts Then Upgrade
- Do use existing transcripts and keyword baselines at implementation to bootstrap detection, then add sophistication for targeted attackers.
- Ken Morino notes transcription keywords can catch low-hanging fruit but advanced threats need specialized models.