Always know exactly who calls: automatic voice recognition and voice authentication with software
Never before have you established and confirmed the identity of a caller so quickly and securely: Automatic voice authentication saves you time and money in accordance with GDPR.
- Companies whose employees deal with callers’ concerns (e.g. address changes, contract information) on a daily basis over the telephone.
- Companies with more than 100 employees in their call center
If you ask security questions such as “What is the name of your first pet” to authenticate callers, it takes an average of 50-60 seconds. This takes a lot of time for your employees and is therefore expensive. In addition, customers often find it annoying if they don’t have passwords immediately at hand and have to search for them first. Furthermore, this method is insecure and provides a gateway for fraudsters. NICE voice authentication uses biometric voiceprints to uniquely authenticate callers in approximately 10 seconds during the call. This saves costs and increases customer satisfaction.
Manufacturer of our voice biometrics software
NICE Systems is an international group specializing in IT security solutions and fraud prevention for call centers and customer service departments. The voice authentication solution is used very successfully worldwide.
How does it work?
- When a customer calls you, the software runs in the background.
- Your employee greets the customer and asks for his request.
- If the customer has agreed to the authentication of his voice, the verification starts directly: While the customer talks about his request, the software creates a voice image of the caller. It checks approx. 100 biometric characteristics such as pitch, frequencies and noise. It also recognizes whether the call is a recording or a live call, for example.
- If the caller is recognized, the software shows the employee within a few seconds that it is the right person.
- If it is another person calling, a red warning message appears and the employee can forward the call to a trained supervisor.
- If the person is recognized but not uniquely authenticated (e.g. because there is too much background noise), your employee will be prompted to ask traditional security questions or request a password.
- GDPR-compliant: You can deal with customer concerns over the telephone without fear of violating data protection regulations. Finally, you can complete service processes conveniently on the phone and inspire your customers.
- manipulation-proof: The steep rise in crime surrounding identity theft does not stand a chance with you. You and your customers are reliably protected.
- Cost reduction: A conventional authentication on the phone takes almost a minute. Callers often have to search for customer numbers and passwords and go to another room. This can take several minutes. Imagine how much money you can save per day, e.g. on your call volume!
- Higher customer satisfaction: Customers can deal with their concerns faster and easier by telephone than before. They also have the peace of mind that no one can hack their account over the phone.
- Innovative: Companies that use this technology are perceived by customers as pioneers in technology and customer service.
Yes, it’s accepted. We also had these concerns at the beginning. In our projects we have noticed that the introduction of the technology is very positively perceived by customers, especially in the sensitive insurance, health and banking sectors: Not only do you protect your business, but your customers can also be sure that their account cannot be hacked by fraudsters over the phone. In addition, your customers can deal with their concerns more quickly and easily by telephone than before.
It is important that you actively communicate the introduction of the technology: On your website, in mailings to your customers, send a press release to trade journals and newspapers. Television stations also reported on the introduction of the technology. (Example from CNN Money; Example from Switzerland (in german language)).
The system checks about 100 biometric features of the caller’s voice. This technology is therefore much more reliable than traditional single-factor or multi-factor authentication. Especially the authentication via a question list (name of pet etc.) has become extremely insecure due to available information in social networks. Your employees are supported in their work by information and warning messages for authentication.
The IT architecture also ensures that no one can view personal data: This data is stored in a separate server. Only the system has access to it via intended functions such as “Identify caller” or “Delete data”. It is not possible to query data manually, e.g. from stored voice images.
NICE specializes in anti-fraud technology used in large enterprises and a wide variety of IT environments. 19 of the 20 largest banks in Germany rely on it. Experience from our projects has shown that over 90% of all calls can be successfully authenticated.
In addition, the system supports your employees: In the majority of cases the voice is recognized directly. If this is not the case, your employee is prompted to ask further questions for identification, e.g. for a password, by means of a message on his screen.
We will make an announcement in advance in which the customer can indicate whether he agrees with a voice identification. Alternatively, this can also be done by your employees. Already saved voice profiles can be deleted by your employees at any time.
The data is stored in your computer centre in your house.
The system provides a configurable and programmable API. You need a developer who programs the API on your site and integrates it into your existing systems.
The system checks a large number of characteristics and works with threshold values: For example, if 80% of the available features are recognized, a caller is considered authenticated. You can define this value yourself, depending on the security requirements.
In these cases it can happen that the software can assign the voice of a caller to a certain person, but that too few characteristics are fulfilled for a unique, safe authentication. Your employee then receives a corresponding message (as a message in his user interface) and is prompted to ask additional security questions or ask the caller for a customer password, for example.
This post is also available in: Deutsch (German)