Adding Voice Biometrics to our Intelligent Virtual Assistant allows you to verify a customer’s identity using the unique characteristics of the human voice — giving your customers convenient access to secure information, while enabling personalization in everyday transactions.
Because voice biometrics enrollment occurs within the Intelligent Virtual Assistant, it reduces the risk of social engineering, making you less vulnerable to fraud.
Verify your customers using their voice to make authentication easier and improve the customer experience.
Voice biometrics reduces Average Handle Time for live agents by 30+ seconds per call on average, by handling the authentication. The service is hosted and managed by Interactions, so no IT deployment and support is required.
Interactions updates voiceprints with every call and the voiceprint is adapted for any changes in the caller’s voice, so accuracy remains high.
As part of the Intelligent Virtual Assistant experience, Interactions collects customer consent and creates voiceprints.The voiceprint is securely encrypted and stored, and updated each time the customer calls customer service.
We support both Passive and Active authentication. Passive authentication requires no specific phrasing from the caller for voice biometric authentication. Active authentication requires the customer to speak a specific phrase — such as “My voice will be my password” — as agreed upon during enrollment. Liveness detection is also available for additional security.
Interactions Voice Biometrics provides a third factor for caller verification. The Interactions Virtual Assistant can apply up to three different authentication factors for enhanced security.
Something you know, including password, PIN, or the last four digits of a social security number, etc.
Something you have, including a phone ANI match or a device ID match
Something you are, using the caller’s unique voiceprint for verification
Voice Biometrics is a convenient and secure method of authenticating a speaker’s identity using just a few words. For customer service, we can use Voice Biometrics to authenticate the identity of a customer when they are calling us by comparing the current call with a previous one. Learn how to build a business case for Voice Biometrics with our whitepaper.
Watch this webinar to learn how to identify responsibilities and stakeholders, how to find the budget for voice biometrics, best practices around voice biometrics, and how to anticipate the need to scale operations to accommodate multichannel environments.