SecuritySecurity is one of three key measures of Call Centre Security process performance. It is usually expressed as the likelihood that the process allows someone who isn't who they claim to be to access the service (False Accept). is crucial in the digital era, particularly for safeguarding sensitive data and delivering a smooth customer contact centre experience. Voice BiometricsVoice Biometrics uses the unique properties of a speakers voice to confirm their identity (authentication) or identify them from a group of known speakers (identification). is an effective security solution, providing a convenient and more secure method to verify callers' identities than traditional Knowledge Based AuthenticationAuthentication is the call centre security process step in which a user's identity is confirmed. We check they are who they claim to be. It requires the use of one or more authentication factors.. At a recent Modern Security Community roundtable, industry professionals discussed various aspects of implementing voice biometrics. Their conversation highlighted increasing concern of the risk from synthetic voice attacks, ways to increase adoption rates, and methods to enhance security for all customers.
These sessions are very useful. It's reassuring to hear others talk about similar challenges and find ways to address them together.
Voice Biometrics Authentication Lead - Big 4 Bank
Confronting Synthetic Voice Attacks
One of the primary challenges discussed during the meeting was the rising threat of synthetic voice attacks. These attacks involve the creation of artificial voices that mimic real individuals, posing a significant theoretical threat to voice biometric systems. The attendees acknowledged the media hype surrounding this issue risks exaggerating the threat and emphasised the importance of educating stakeholders about the relative risks of synthetic voice attacks compared to traditional authentication methods. By providing a clear understanding of the risks and implementing robust countermeasures, organisations can effectively detect and prevent such attacks. Collaboration among AI vendors was also highlighted as a crucial requirement to share solutions and best practices, ensuring a united front against this evolving threat.
Driving Adoption of Voice Biometrics
The meeting participants delved into the challenges of promoting voice biometrics to customers and agents. They shared their experiences and strategies to improve adoption rates, emphasising the importance of providing support and best practices to agents. The key requirement remains obtaining explicit consentConsent is a step in the registration process where a user provides permission to process their biometric data before enrolment in a Voice Biometric system in a way which complies with applicable data protection and privacy legislation. from callers but by clearly explaining the benefits and addressing any concerns, organisations can increase acceptance rates and drive adoption. Leveraging data and statistics to drive behaviour was another effective approach discussed during the meeting. By analysing the data and identifying patterns, organisations can refine their strategies and tailor their approach to different customer segments. Separating the offerOffer is a step in the registration process where a user is introduced to and offered enrolment in a Voice Biometric service. and consent process steps was also highlighted as a way to make the enrolmentEnrolment is a step in the registration process where specific utterances are requested from the user or previously acquired audio is used to create a Voice Biometric template (Voiceprint) for subsequent use in Authentication/Identification. process more customer-friendly and increase overall acceptance.
Enhancing the Security Experience for All Customers:
The meeting participants engaged in a lively discussion on strategies to enhance the security experience for customers who are not enrolled in voice biometrics. They emphasised the importance of targeting the right customers for enrolment and implementing multi-factor authentication for non-enrolled customers. This approach ensures that even customers who have not enrolled in voice biometrics can still benefit from enhanced security measures. Alternative tokens, such as PINs and app-based methods, were also discussed as a way to provide secure access for non-enrolled customers. By streamlining security processes and exploring emerging technologies, organisations can continually enhance the overall security experience for all customers.
Conclusion
The roundtable on Voice Biometrics provided valuable insights and perspectives from leading practitioners. The attendees shared their experiences and engaged in a thought-provoking discussion emphasising the importance of education, collaboration, and continuous improvement. By addressing the challenges surrounding synthetic voice attacks, driving the adoption of voice biometrics, and enhancing the security experience for all customers, organisations can harness the power of modern security technologies to provide enhanced security and a seamless customer experience.
As the world continues to evolve, so too does the field of customer security. It is crucial for organisations to stay informed and adapt to emerging threats and technologies. By participating in discussions like these and joining our community dedicated to modern security practices, professionals can stay ahead of the curve and contribute to the ongoing development of these technologies. Together, we can unlock the full potential of powerful technologies to create secure, efficient and seamless customer experiences.