Like fingerprints, no two voice patterns are exactly the same. To the human ear, subtle changes are not easy to detect. However, technology has advanced to the point where these slight differences are detectable even in “identical” twins. Aspects such as vocal cord development, mouth positioning and even tongue movements when speaking can alter a voice pattern.
Thanks to biometrics technology, even the slightest of changes can determine the speech of virtually any person. Any party during any conversation can be scrutinized by identity simply because of the way they speak. This means this technology can easily fit become a part of strategies for call center operational improvements.
About Voice Biometrics
Voice biometrics is a signature that is unique to any one individual. It is a pattern created when people speak regardless of the pitch and volume of the voice. It’s similar to fingerprints and retinal scans, and is often just as difficult to bypass.
For authentication purposes, this technology eliminates the need for traditional passwords. Because every voice is unique, biometric data is more secure than trying to remember certain credentials. Essentially, the technology quickly analyzes vocal patterns of the person speaking. As a result, it is often seen as more secure because there is no need for trying to remember extensive strings of characters or changing the phrase should someone steal the password.
What makes this an excellent tool is how the technology is used to reduce fraud and identity theft. Form a call center’s perspective, a person’s voice is just as effective as being directly in front of the individual. Instead of relying on the caller being truthful bout his or her identity, voice biometrics can prove it.
Implementing Voice Biometric Technology in Call Centers
Collecting Samples of People
The first step is setting up the database. A person’s voiceprint is created from their physical characteristics of the throat and mouth. Because actual biological components, no two of these will ever be the same. Once this is done, the voiceprint is saved into a Customer Voiceprint Database.
Storing the Data for Use
The voiceprints themselves are what are actually saved. Samples and recordings are not stored, which eliminates the capacity for being stolen by a third-party. This means that no one can take a verbal sample and try to use it to defraud a call center. Because the database also holds voiceprints of known fraudsters, agents are informed when inbound calls trigger the fraud detection platform. This is what shields the call center from accepting fake calls.
Comparing to Data
When a customer contacts the call center, their voiceprint is captured during the conversation with the agent. The information is saved with other information relating to the individual’s identity. Should the customer call again, the system compares the current voiceprint with the one saved on file. If the prints match, the identity is confirmed. This all happens within 10 seconds of any futures calls from the customer.
What makes the data so accurate is the fact that biometric technology analysis compares more than 50 unique traits during speech. Elements such as the shape of the mouth, nasal passages and even behavioral patterns such as accents and pronunciations are scrutinized quickly by the system.
The best way to implement voice biometrics is by approaching it as an addition to multi-layered security. For example, voiceprint verification while including a PIN number creates an almost impenetrable blanket of protection. It also works well by increasing security without adding additional encumbrances for the caller or the agent.
There are two ways voice printing is used for added security: active and passive.
An active scan is when the system checks on a person’s identity explicitly when he or she calls. For example, an agent asking a caller to repeat a phrase or sentence gives the system a quick and immediate sample to compare. It’s a common practice in mobile applications or when used in interactive voice response systems.
A passive scan runs in the background during the conversation with the agent. It continuously monitors the natural speech patterns of the caller.
Voice Biometrics and Call Center Improvements
A primary benefit of using voice biometrics is the capacity to reduce fraud. Because of the extent in which voiceprints are created, fraudulent callers are far less likely to access personal data or other actions while speaking with an agent. It presents a far more secure platform than simply using a four-digit pin for identification.
Customer service is also enhanced through this technology. Instead of a caller trying to remember several answers to questions to confirm identity, the process can be reduced down to one simple sentence lasting just a few seconds. Voiceprint can also be used to sign electronic documents, reset passwords or gain access to other secure systems. All of this combined promotes a better user experience by making things much easier to complete.
Voice biometrics contributes to agent efficiency. Because of how quickly a caller is authenticated, the agent can then spend more time addressing needs and concerns. This is also helpful from the perspective of dealing with fraudulent calls. Time is a commodity that criminals can easily steal. Voiceprinting reduces the amount of time agents spend speaking with those particular fraudsters.
Overall, voice biometrics saves the company money. From improving handle time to reducing fraudulent attacks, this tech helps various aspects of the business as a whole.
Voice biometric technology is an effective way to deliver security that is extremely difficult to steal. It’s not like a pin number that can be remembered or copied by the criminal element. It’s a way to verify someone’s identity that is similar to the accuracy of fingerprints. By implementing this technology, call centers can deliver a better customer experience while protecting vital information.
Our company assess the facility and develop a plan for implementing technology such as voice biometrics. We teach your staff how to use these systems properly to give them the knowledge they need to be successful. Our knowledge of call center technology allows us to further improve efficiency and safety of your facility.