The concept of biometric speaker identification or verification may, at one stage, have seemed like a technical nightmare. The reality is somewhat different. All the sophisticated algorithms and voice processing have already been developed; deploying the application is actually the simple part.
Adoption of voice biometrics, particularly within the contact centre space, is still relatively low. Around one in twenty contact centre operators have implemented some form of voice biometrics to date. It’s possible that the preconception of ‘complexity’ is acting as a barrier to adoption.
Voice biometrics will require significant changes to my existing contact centre technologies; we need a bespoke application to meet the specific needs of our business. We will need a different solution for each language we support and the technology will not scale to the call volumes we receive.
Those are all misconceptions that we hear on a regular basis, which are simply not true.
A voice biometrics solution like VoiSentry from Aculab is provided as a VM image and can be easily installed on your platform of choice, whether that be on-premise or in the cloud. It does not require you to swap out your existing contact centre or self-service technology and allows you to implement and get going quickly.
You leverage voice biometrics within your existing contact centre and self-service applications by making simple calls to the API. In the case of VoiSentry, this is a feature rich REST API that utilises HTTP-based requests to exchange data and services for speaker verification.
A single voice biometric application can support multiple modes of verification, ensuring it meets your specific needs without requiring bespoke development. For example, VoiSentry provides options for multi-factor authentication and liveness detection and also supports the implementation of active passphrase, prompted or passive verification methods.
Solutions such as VoiSentry are designed to support multiple use cases of speaker verification or identification, not only across multiple channels, such as self-service and the contact centre, but also across multiple functions where there are different requirements for the mode of voice biometrics.
With voice biometrics focused on the voice pattern, it is inherently language independent and can support multiple languages from a single deployment, as well as taking regional accents in its stride.
Designed to be highly responsive, even during periods of peak volume, voice biometric applications like VoiSentry are highly scalable. It’s suitable for smaller contact centres or small pilots while also delivering the performance required for large-scale deployment across virtual contact centres. Architected with database replication, it also provides greater resilience and persistence compared to single, back-end databases.
All of these factors make it easy for organisations to reduce costs and improve customer experience through the use of biometric-based speaker verification. However, if you still need help, our specialist team will guide you through every step of the process, enabling you to build a high-performance, voice access interface that delivers the best results and meets the objectives of your business.
If you are thinking of introducing voice biometrics for identification in your business, and would like to discuss your requirements, contact one of our consultants today.