Introduction

Voice biometrics for contact centers is a technology that verifies a person’s identity using their unique voice. It enhances security, reduces fraud, and speeds up customer service. With this technology, customers are easily verified by their voice, making the process smoother and safer for both businesses and customers. Keep reading to explore voice biometrics more.

Voice biometrics can identify customer’s voice - Source: Needpix.com

What Is Voice Biometrics For Contact Centers?

Voice biometrics is a technology that identifies a person by listening to their voice. It picks up on unique features like pitch, tone, and how someone speaks and uses those to create a "voiceprint," similar to a fingerprint.

For call center technology, the application of voice biometrics simplifies user operations. Customers do not need to create passwords or look for biometric systems other than their own voices. Thus, they can verify their identities regardless of their locations or devices used to connect. Contact centers experience faster calls and enhance the security level.

Types Of Voice Biometrics

Voice biometrics is classified into active and passive types. Both these methods use a person's voice for identification, but they function differently.

In the active type of voice biometrics, you need to complete a specific phrase designed for them, such as 'My voice is my password.' The system records and analyzes the voice and checks it with various voice prints stored in it. This method is helpful for extra security because it combines a specific phrase with the person's voice, making it harder for anyone to fake or impersonate them.

Passive voice biometrics is a system that operates in the background without asking for the users' permission. If a user does not have to say a special phrase, what should they do? Indeed, the company only accepts the sound of the customer's voice supplied during a conversation, which it then utilizes as a match for the stored voiceprint. 

Customers benefit from not having to do anything extra; this is why it is the most convenient solution. It is particularly applicable in customer service because it is easy for the user to understand and operate.

If you need support for customer service, StringeeX brings a powerful omnichannel contact center that allows you to control every communication channel.

What Are The Benefits Of Voice Biometrics?

Faster Authentication

One of the most useful applications of voice biometrics is that it allows customers to verify themselves based on voice only. In other words, you don't need to answer the prompted security questions or any other tool, such as a credit card, password, etc. 

As such, it reduces the average call handling time, which contributes to more effective customer service delivery. According to estimates, voice biometrics save valuable seconds on every call. It adds up to 25 to 45 seconds, and more sometimes, at the end of the day.

Enhanced Security

Voice biometrics offers high security because each person's voice is unique, just like a fingerprint. This makes it difficult for fraudsters to duplicate or fake a voiceprint. 

Even if a fraudster obtains other personal information, they cannot replicate a customer's unique voiceprint. Thus, it can reduce the risk of identity theft and unauthorized access.

The voice biometrics software offers significant customer experience improvement by eliminating customers needing to remember their passwords or answer security questions. Consumers enjoy the practical and less time-consuming process of this certain method.

This results in better customer service and a stronger bond between customer service and the company whenever needed.

Cost Saving

If an enterprise decides to use voice biometrics, it will lead to a great deal of cost conservation. Voice biometrics are faster. So, it makes employees go through the proof of the person they are talking to less time, lowering labor costs.

Besides using voice biometrics, you need special hardware to authenticate. It brings down the cost of purchasing and maintaining authentication device hardware.

Time-saving

The identity verification process will not only be fast and effortless for contact center representatives, but they will also spend their time-solving customer questions without the verification issue that has been handled previously. 

The solution offers the solving of customer questions and already handles the issue of slow customer service. Also, it makes the whole center work at a high level and brings other advantages to it as well.

Effortless Integration and Natural Interaction

By using voice biometrics widely, organizations can easily adapt because it scales well. This technology works with various communication methods, like phone calls and online chats, without needing extra equipment.

Voice biometrics technology works seamlessly in normal conversations, so customers don't need to do anything extra. This improves the overall experience at the call center.

There is no need for extra steps or conversation with special equipment for customers. This non-intrusive approach maintains the natural conversation flow and prevents the customer from making unnecessary efforts.

5 benefits of voice biometrics technology - Source: Pexels

Voice Recognition Biometrics Process

Enrollment

Initially, the system captures a voice sample from the person. This can be done during a regular call or through a certain recording where the person says certain phrases. This sample helps the system to gather enough data to create a unique voice profile.

Extraction

The system then examines the voice sample to determine its main characteristics. In addition to the physical features of the vocal tract, such as its shape and behavioral traits like speaking style and accent, this category also includes how someone speaks.

Processing

The recognized features are employed in constructing a digital voice print that is one of its kind. This voiceprint is stored and serves as a pattern for future comparisons.

Verification

The system records the live voice sample once the individual attempts to verify their identity. Then, it compares this new sample with the stored voiceprint. If they are very similar, the person's identity is verified.

Common Problems When Using Voice Biometrics

When using voice biometrics, there are some common issues to be aware of:

Less Accuracy Compared To Other Methods

Voice biometrics may not be as reliable as other biometric methods like facial recognition. Variations in a person's voice, such as illness or stress, can affect voice recognition accuracy.

Need For Liveness Detection

The system must ensure the voice comes from a real person and not a recording to stop fraud. This makes the process a bit more complicated.

Impact Of Background Noise

Noisy environments can interfere with the system's ability to capture and analyze a voice sample accurately. It can result in errors or failed attempts to match the voice.

Not Suitable For Some Locations

Voice biometrics may not work well in busy, noisy areas or public spaces, where background sounds can disrupt the process.

Some problems when using voice biometrics - Source: Free SVG

Conclusion

Voice biometrics for contact centers offers a secure, efficient way for contact centers to verify customer identities. It improves both security and the customer experience. This technology enhances customer satisfaction and streamlines operations, making it a valuable tool for modern contact centers. But if you want to enhance your customer service quickly, StringeeX can help!