With the development of AI, it now correctly identifies all the nuances of human speech and does not need any manual help to identify a person who is talking. This accuracy is the aim of voice biometrics which allocates a voiceprint for each consumer and stores it. When required later for voice authentication, the AI matches the consumer’s voice to the voiceprint. This significantly reduces the effort that customers have to put in for identity and verification stated Bahaa Abdul Hussein.

What is Voice Biometrics? It is a technology used for identity verification where the analyzing of a person’s voice is done for authentication. Similar to fingerprint authentication, a voice input sample is stored in place of a fingerprint. It is an advanced technology that call centers can use for the authentication of customers and stopping fraudsters.

The effectiveness of Voice Biometrics:

This technology has certain characteristics which make it extremely effective. These are:

  • It assists in preventing identity thefts and fraud
  • It identifies who is speaking and not what is being spoken
  • It is a reliable tool that customers can use for identity validation or authentication by interacting with the system
  • Voice biometrics compares all the nuances and unique voice characteristics against the voiceprint that has been previously stored

The advantages of voice biometrics in call centers

Voice biometrics impacts the customer experience positively by enhancing self-service adoption and decreasing call durations. It also mitigates potential fraud risks that customers can face if a hacker tries to access confidential information by trying to impersonate them. When a business sets up voice biometrics, its customers can only do the authentication process without the need for any agent.

Call center customers can use Voice biometrics to verify themselves. They don’t have to share personal information and answer security questions used for identity verification as done in traditional authentication processes.

Voice biometrics increases customer satisfaction by improving customer interaction. They know there is negligible risk of fraud, and they do not have to remember any login passwords. Also, there is faster resolution and identity verification. When call center authentication is done faster, customers get quickly connected to agents without having to be on hold for longer. The average handling time reduces considerably.

Moreover, voice biometrics can also increase IVR self-service, as customers would feel safer. This in turn will also lessen call queues. Voice biometrics is the future of call center authentication. It is one of the most secure customer authentication tools and provides an enhanced customer experience.

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