Not that long ago, if you made a call to a business, you identified yourself to the person on the other end of the line by stating your name. Today, thanks to an innovative technology called voice biometrics, the patterns of your voice can be used to instantly identify and direct you to an appropriate support agent or menu of options.
And while voice biometrics can be used in virtually any industry, it is especially useful in the business world, including banks and credit card bureaus, where companies must keep strict tabs on customers’ personal and financial information.
To determine how biometrics can benefit your business, let’s start off by examining the evolution of this technology.
During the pioneer days of voice biometrics, consumers had to contend with articulating their support requests and preventing any background noise from being picked up by interactive voice response systems. Fortunately, advancements over the years have eliminated most of these issues, allowing consumers to have a rather seamless user experience.
For companies that employ cloud contact center solutions to answer incoming support calls, they can now benefit from a technology that has evolved to become a simple and effective tool from which to conduct business. And while users of voice biometrics systems have experienced their fair share of challenges over the years, companies like Aspect have partnered with firms to make the implementation of voice biometrics as simple as possible.
In fact, partners like the Voice Biometrics Group have developed a state-of-the-art voice biometric engine to better support natural human speech, making these systems a more user-friendly and reliable technology for cloud contact centers.
Beyond the ability to quickly determine customers’ identity, one key advantage of voice biometrics is its ability to detect and prevent fraud. In particular, the pinpoint accuracy of this technology to detect the nuances in people’s voices means only voice verified users can gain access to their account information.
Unlike PIN numbers and security questions that can be stolen and used by hackers or forgotten by users, respectively, voice biometrics help to ensure the person on the other end of the phone is truly them.
Oftentimes, calling or emailing customer service departments can be a long and frustrating experience. In most cases, customers want to quickly resolve an issue — with or without talking to a live support rep. Thus, due to the ability of voice biometrics to quickly identify users and direct them to the appropriate agent or list of menu options, this technology can also provide customers with a better overall experience when contacting a company.
For example, instead of the time-consuming process of inputting PIN numbers and answering a host of security questions, a customer’s voice can be used to quickly verify their identity, allowing them to have their issue resolved more efficiently.
Additionally, if a customer needs to speak with support reps from a number of different departments, their voiceprint can be stored within company systems, eliminating the need to constantly reverify users’ identities.
Voice Biometric Technology Will Only Improve
As time marches on, voice biometrics will no doubt continue to evolve and provide even more resources to better streamline business operations. From its ability to prevent fraud and improve the overall customer experience, voice biometrics features a number of benefits that may be too good to pass up.