Is this the end of Speech Recognition in the Call Centre to mitigate risk?

Speech recognition is already in place in many call centres and is used to identify certain pre-programmed words, phrases or numbers, often used to prompt callers through an automated response system. In contrast, voice recognition systems recognise the voice of the caller to identify them. This is done by mathematically modelling the caller’s vocal cords to create a voiceprint; the vocal equivalent of a fingerprint.

Contact centres could increase their security by introducing a biometric-based system in conjunction with call recording systems, making a voiceprint of a genuine customer and recording this with their file. Whenever the customer calls back, the system will create a new voiceprint and compare it to the one stored on file. If the prints match, the caller is genuine.

The reality of voice recognition

There are a number of benefits associated with the use of voice recognition technologies in the Call Centre:

  1. The prints do not change with language, nor can they be disguised with regional accents. Although age does have an impact, the change is gradual, and the voice recognition system should incrementally update the caller’s voiceprint in the background every time the caller returns. This ensures that the caller’s voiceprint remains up to date.
  2. Unlike speech recognition technologies, voice recognition is text independent, so print-matching can take place through the course of normal conversation. There is less chance of recorded messages being used to defraud the call centre as a result – and the whole process is non-invasive and does not detract from the convenience of the call centre.
  3. Voice recognition can also be used to validate the identity of the call agent as they log in, so providing additional reassurance to customers. Best of all, it comes with existing call recording systems, making it relatively straightforward to install.

Obviously, there are limitations to what can be used in a call centre, where any identity validation methods jeapordise slowing down the call-handling process, and reduce the centre’s cost-effectiveness, convenience and efficiency. Validation needs to be unobtrusive and invisible to the customer if they are not to be deterred from using cost-effective telephone-based services.

Find out how TrustCall On Demand and TrustCall Identity can keep your customer and your contact centre secure. Contact us now.


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