Case Study: Waystar reduces IVR bot attacks by 94.3% with Pindrop

Waystar cuts IVR bot calls 94.3% with Pindrop

The customer, a Fortune 500 healthcare organization, was facing a significant challenge from AI bot attacks targeting its IVR system. Thousands of automated calls probed member accounts to collect sensitive data, validate account existence, and map system vulnerabilities, putting millions of dollars in HSA balances at risk. Their existing controls were unable to detect and stop these sophisticated, non-human callers in real time. To combat this, they turned to the vendor Pindrop and its platform, which includes Pindrop Protect and Pindrop Pulse for Calls.

Pindrop's solution involved deploying real-time detection to score every call upon arrival, identifying synthetic and bot-generated voices using audio analysis and broader fraud signals. When high-risk calls were detected, the organization could immediately restrict IVR access. This approach made bot attacks unproductive, leading to a 94.3% drop in monthly bot calls. The results for the customer were substantial, with over 30,000 bot calls neutralized and more than $73 million in HSA account balances protected from exposure.

Waystar