Service deliveryDigital Customer ServiceVoice ID tech to be rolled out by HMRC

Voice ID tech to be rolled out by HMRC

HMRC is making it faster and simpler for customers to confirm their identity to access its services through the introduction of voice recognition technology

HMRC is making it faster and simpler for customers to confirm their identity to access its services through the introduction of voice recognition technology.

Starting this month, some customers calling the tax credits and Self Assessment helplines will be able to enrol for voice identification (Voice ID), a move which will speed up the security steps customers are asked when calling HMRC.

The first time they call, a customer will be asked to repeat a vocal passphrase up to five times and then be passed back to an adviser to complete their call. The recorded passphrase will be securely stored and the customer can use their voice to confirm their identity in future, once the service goes live in the next few weeks.

This technology is well-proven and measures more than 100 different characteristics before determining a match, making it one of the most secure systems.

Director General for Customer Services, Ruth Owen, said: “Millions of our customers are choosing to use our digital services rather than picking up a phone or pen, with more joining them every day. But we know that not everyone can, or wants to, deal with us online, and so we’re continuing to improve our services across all contact channels.

“Voice ID is the latest example of the cutting-edge technology we are using to make it easier for people to manage their tax and tax credits.”

HMRC will be encouraging customers who call to take advantage of the Voice ID service, but they can choose to opt-out and continue to use HMRC’s services in the usual way if they prefer.

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