Service deliveryDigital Customer ServiceThe power of voice

The power of voice

Voice recognition is a technology the public sector should be looking to embrace in contact centres – for a number of reasons – argues Brian Martin, Regional Director, UK&I at Spitch

In an age when customers are getting more and more familiar with using voice-activated apps and tools, voice recognition is emerging as one way for contact centres to give customers what they want. Consumers are already feeling the benefit of this technology in their daily lives with products and services like Orange’s digital assistant, which enables them to access a wide range of Orange services using voice alone, making it more seamless than ever to send a text, make a phone call, ask a question and get an answer, or even control their TV. As consumers get used to this level of seamlessness through voice, they’re coming to expect it everywhere, which includes the direct interactions they have with businesses.

Many organisations in the contact centre sector – and elsewhere – are already tapping into the potential of voice to deliver the seamlessness that’s increasingly demanded of them. Which is exactly why the rest of the sector should be quick to adopt voice recognition technology. Implementing this solution offers a unique set of benefits, like helping them to protect revenues through improving the products and services they deliver to their customers and harnessing the voice data they acquire in a way that drives business growth. Most notably, voice solutions are also emerging as a key tool in the fight against fraud, following research suggesting there are over 500 incidents of identity fraud.

Phone fraud has long been favoured by hackers as it’s notoriously one of the easiest channels to hack, but voice recognition technologies empower call centre businesses to better detect and deter this threat. They work by taking a recording of live speech, then creating a digital voiceprint which is then stored on the system. From that point on, whenever the customer speaks to the business on the phone their voice is analysed and verified against the digital voiceprint.

This aspect is what makes voice biometrics such a secure verification method. The system compares the customer’s voice and the digital voiceprint based on over 80 differentiating parameters, including tone, pitch, and depth, which makes the solution almost impossible to hack. This thoroughness is contributing to the emergence of biometrics solutions as the most secure means of authentication, with 81% of IT professionals suggesting biometric authentication can secure data better than passwords alone.

It’s not the case that a fraudster could do a good impression of the customer and gain access – the analysis is thorough enough to confirm whether a caller really is who they say they are. In fact, if a caller is identified as a fraudster, the system can create a voice profile for them which is added to a blacklist of known fraudsters. That way staff can always ensure they are dealing with the genuine account holder.

The onus now is on organisations to determine how much more secure voice biometrics will make them. As a means of ensuring only customers can access their information and make transactions, there are few solutions on the market as robust, and it goes without saying that reduced fraud means businesses benefit from healthier revenues and happier customers in the long run.

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