What is voice recognition?

Voice recognition is the ability to recognize the vocal print of an individual and compare that against a series of other prints to confirm the voice identity of the customer. It is not to be confused with speech recognition which transfers the spoken work into text.

Voice biometrics can be passive, where the user can say anything whilst in a call to a customer service agent and the voice is then matched during the call. Or it can be active where the caller is asked to recite a phrase or a set or randomly generated numbers or keywords.

Password reset

In order to save the need for a lengthy conversation with an agent, the customer can self serve and create a new password if forgotten by using their voice as a confirmation of their identity. By simply repeating a set of randomly generated numbers, the customer will be able to reset their own password.

Caller authentication

Agents can serve their customers quicker as there will not be any need for a lengthy investigation. The caller will have already verified themselves via voice recognition before they are put through to the agent. Alternatively using passive recognition the voice will be recognized while in a conversation with the agent and verified naturally.

Proof of life

Within a self service authentication, to avoid fraud attakcs it is necesssry to generate random numbers to confirm that the person is in face a real person. Using our unique random generation technique, we can confrimt that the customer is real.

Cross platform

The customer can use their voice on all devices, so they can log in on a pC and then use their voice to reset their password on their mobile.

Use cases

Financial services

With the significant increase in Vishing attacks, where fraudsters call the call centre and pretend to be a different customer, voice recognition plays an important role in helping to prevent this. One customer requested that Facebanx add a voice verification tool to prevent this type of fraud from occurring. The customer is requested to speak out loud six randomly chosen numbers up to two times before they are put through to an agent. This confirms that the customer is in fact who they are supposed to be.

Not only does this help to prevent fraud but it also speeds up the time spent with the agent confirming their identity.