Advances in Speaker Recognition technology and increasing acceptance of conversational interfaces are allowing organisations to authenticate callers using the short utterances now obtained in natural language and speech driven self service applications, without the overhead of traditional active enrolment processes. This approach will significantly increase the overall benefits of deploying Voice Biometrics for Speaker Recognition, and we expect it to make these solutions relevant to a far wider range of end users.
Voice Biometric Adoption challenges in the Call Centre Industry
The three key challenges to wider Voice Biometric adoption and emerging opportunities to increase significantly in the near future.
How Speaker Recognition significantly improves the security of Call Centres
Voice Biometrics if used effectively can have a wide range of effects on imposters, fraudsters and other bad actors attempting to compromise the telephone channel.
Making the Business Case for Voice Biometrics in the Contact Centre
Nearly all implementations of voice biometrics are driven by promises to make it easier for customers to gain account access, reduce the time spent by front-line agents in authenticating customers, and making sure customers’ personal data and services are secure.
