GoResponse Telephone Answering Service Staff

Voice biometrics explained

In recent weeks, there has been a lot of excitement about the use of voice biometrics in call centres. This exciting technology will enable telephone answering services to authenticate callers within just ten seconds. However, many people have raised concerns about the software, including people’s voices sounding different and worries about biometric data protection.

Voice biometrics works by registering someone’s voice when they call, storing the information, and then matching the data against the voice when an individual calls for the second time. This can do away with security questions and prove people are who they say they are. One concern is that consumers won’t like having their biometric data held on file, although all that is held is a sound clip of an individual’s voice. It holds no crucial data and is simply there to be matched when a call is made.

In addition, some people are concerned that if they are ill with a cold or sore throat, the biometric matching won’t work. Meanwhile, others are worried that impersonators will be able to get around the system and access vital personal data. However, the complexity of voice biometrics means the technology can match traits such as speech speed, emphasis, accents and pronunciation. It is even capable of noting differences between twins, making it failsafe.

For many call centres, utilising voice biometrics will become a way of life. In time, it is hoped that consumers will realise the time saved by using such modern technology.

award winning