Using Voice Biometrics to Transform Customer Support

Voice Biometrics is a numerical representation of the sound, pattern, and rhythm of an individual's voice.

It is as unique to an individual as a palm or fingerprint.

Voice Biometrics technology is increasingly being used in customer support environments, removing the need for a manual validation process.

This, in turn, improves the customer experience and reduces the costs of providing customer support. 

But it's not just the cost savings. 

Contact centre employees also love the voice biometrics technology as it saves them the repetitive component of having to validate a customer on every call. 

And probably most importantly of all, customers also love it! It saves them the frustrations of having to be manually verified on every call and also reduces the amount of time they need to spend talking to a contact centre. 

Benefits of Using Voice Biometrics in a Contact Centre

Voice Biometrics offers some exciting opportunities in the contact centre that can deliver a range of benefits, including: 

1. Enhanced Security

Reduced Fraud Risk: Voice biometrics adds a strong layer of security by ensuring that the person on the other end of the line is who they claim to be. It reduces the risk of identity theft and fraudulent activities, which are common in call centres.

No Passwords Needed: Customers don’t need to remember or provide passwords, PINs, or security questions. Voice biometrics uses unique voice patterns to verify identity, making it more secure than traditional methods.

2. Improved Customer Experience

Faster Authentication:  Voice biometrics can authenticate customers in seconds, significantly reducing the time spent on identity verification compared to traditional methods. This leads to quicker call resolution and a smoother customer experience.

Convenience: Customers appreciate the ease of using their voice for authentication instead of answering multiple security questions. It simplifies the process and reduces friction during the call.

3. Operational Efficiency

Reduced Call Handling Time:  Faster authentication means that agents can focus on addressing customer inquiries or issues more quickly, reducing overall call handling time.

Cost Savings:  By automating the authentication process, voice biometrics can reduce the need for manual verification, lowering operational costs associated with longer call times and training staff on complex security protocols.

4. Compliance with Regulations

Adherence to Security Standards: Voice biometrics can help call centres comply with industry regulations and security standards, such as those mandated by the Australian Prudential Regulation Authority (APRA) or the Payment Card Industry Data Security Standard (PCI DSS).

This ensures that customer data is protected according to the latest requirements.

5. Personalised Service

Seamless Customer Interaction: By recognising customers immediately through their voice, agents can access relevant customer data and offer more personalised service. This can enhance customer satisfaction and loyalty. 

Consistency Across Channels: Voice biometrics can be used across different communication channels (e.g., phone, mobile apps), ensuring a consistent and secure experience for customers, regardless of how they contact the call centre.

6. Scalability and Flexibility

Adaptable to Call Centre Size:  Voice biometric systems can scale with the call centre's size, accommodating growing numbers of customers and calls without compromising performance.

Integration with Existing Systems: Voice biometrics can be integrated with existing call centre systems and workflows, making it a flexible solution that enhances current operations without requiring significant overhauls.

7. Deterrence of Fraudsters

Deterrent Effect: The implementation of voice biometrics serves as a deterrent to fraudsters, who are less likely to target a call centre that uses advanced security measures. This can result in a decrease in fraudulent attempts.

Australian Examples of Using Voice Biometrics in the Call Centre

There are several public and private sector contact centres using voice biometrics technology in the call centre, including: 

Australian Taxation Office (ATO)

The Australian Taxation Office (ATO) contact centre already uses Voice Biometrics and an Australian Bank using the technology saves 45 seconds off every single call with the removal of having to manually identify the customer when they call. Those 45 seconds results in significant reductions in the operating costs of a contact centre and it has delivered millions of dollars in savings to the ATO and other businesses using the technology.

ANZ Bank

ANZ Bank was one of the first major banks in Australia to implement voice biometrics for customer authentication.  ANZ uses the technology to verify the identity of customers during phone interactions, eliminating the need for passwords and security questions.  ANZ has reported a significant reduction in call handling times and an improvement in overall customer satisfaction due to the ease and speed of voice-based authentication.

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