When asked about their key issues when dealing with contact centres, consumers often quote the need to provide complex account details to access information as a special grievance. This is especially the case when the process involves giving serial codes, account numbers, passwords and software version numbers etc., requiring the caller to have complex information to hand. This can be difficult at the best of times, and even trickier when that person is on-the-move.
That’s why we believe speech technology is set to take over as a standard method for caller verification. Organisations would firstly collect and store unique ‘voiceprints’ of their customers instead of PIN numbers and passwords. To verify the customer’s identity, they would then ask them a simple question each time they called. That may still be a security question such as “what’s your mother’s maiden name?” but now it’s just as much about the voice print as the correct answer in validating a caller’s identity.
Biometrics records the intricacies of the human voice – from picking up on the size and shape of the mouth to the tension of the vocal cords – and it’s much harder to replicate the human voice than it is to steal facts about a customer. It’s therefore not only a quicker and less complicated process, but also a more secure method of verification.by