Great Place to Work - Certified

Benefits of Implementing Voice Biometrics in your Call Center


With the passage of time, voice has become a practical authentication method, because a person’s voice is unique just like his/her fingerprint or iris. Voice Biometric is a numerical representation of the sound, pattern and modulation of one’s voice Voice biometrics doesn’t mean more security; rather it results in much better security. It brings benefits to both the consumer and also for the corporation. 

Voicing the Customers

Knowledge centric security can be considered futile. When one level turns out to be ineffective, another level gets added. The PIN becomes a password which then gets backed by security questions. For the customer, it becomes a stressful experience. Therefore, they take a longer time to complete the task.

When it comes to voice metrics, all such complications becomes a thing of the past. It utilizes customers’ unique voiceprint to authenticate. The action can be passive and the user could say anything to get the voice matched to a voiceprint. It can also be active action where the caller gets a request to recite a particular pass-phrase. Whatever the way, the action is effortless and natural, and represents a much accurate way to authenticate.

Strengthening the Corporations

Knowledge centric security can be easily compromised. The PIN consists of four digits and it is considered a weak credential as it is frequently shared. A brute force attack can also compromise the pin without any knowledge of the actual and legitimate account holder. Security questions and passwords can be correctly answered through a simple web search of the concerned account holder.

However, it is extremely hard to compromise voice biometrics. Since a voiceprint is essentially a hashed string of characters and numbers, the compromised voiceprint represents no value to hackers. The security is not restricted even in the event when a criminal speaks to the IVR, mobile app or call center, their own voiceprint is left behind. This can be used to actively bar them from the system. Thereby, the law enforcement can also be alerted.

Game Changing Technology

Voice biometrics has truly disrupted the world of security authentication. It is easy to see the reasons:

  1. Customers can save valuable time: No person likes to be glued to the phone. Any standard procedure of questioning utilized to verify the identity of a user can take a lot of time. It is frustrating for customers to repeat such answers. In contrast, the moment a voice biometric system possess a unique voiceprint, the verification could be performed in a passive manner. What matters is what is being said-and not who is voicing it. Rather than asking painful questions, a few seconds of easy conversation in voice biometrics lowers the call times in a non-invasive manner. It saves time for all the people involved in the conversation.
  1. Prevention of fraud: With the increasing wealth of personal information, criminals can do considerable harm. Knowledge centric authentication is reliant on personal details which can be accessed without many hassles and potential fraudsters can easily gather it. Since human element is involved, the procedures can be manipulated. On the contrary, voiceprints cannot be impersonated or replicated, and noticeably ups call centers’ security standards.
  2. Cost savings: Time equals money. By slashing call times and reducing quantity of attacks, call centers can save money, and boost convenience and security at the same time. For those call centers who engage a larger number of customers, savings from lower operating costs ratchet up fast. The increased efficiency makes voice biometrics a sure win for call centers who have taken advantage of such technologies.
  1. Easier implementation: Voice authentication, unlike other types of biometrics technology, does not need special equipment. Customers just need their telephones to register themselves and the technology can recognize the voice characteristics of any user from that time on.
  2. Accuracy: Biometric authentication is extremely accurate. A number of international banks are already using it. For example, Barclays UK introduced this technology for its dedicated wealth contact centers, and reported that an overwhelming 93% of its clients gave voice biometrics a nine out of ten approval rating. Call times were also reduced by 15%. Report by other banks mirrored the Barclays experience. Many banks tested the reliability by themselves and did not rely on vendor feedback or industry data.
  3. Experience of the customer: The main aim of any call center developing customer experience. Voice biometrics permits call centers to keep a better level of service sans compromising security. There will also not be any interference with the principal aim of assisting the user.  The presence of automated verification will enable the agent to shift concentration and solve the requirements of all legitimate users, and not of criminals. Client feedback concerning voice biometrics experience has also been broadly positive.


Interesting Insights