s to verify a caller’s identity. In the case of knowledge questions, an agent will ask for information such as the caller’s address, phone number, birth date or mother’s maiden name. If the caller answers correctly, the agent will consider the caller’s identity valid.
However, the vulnerabilities of such systems include database hacking, internet searches for personal information and social engineering. The last of which, social engineering, is where a fraudster uses tricks and psychological manipulation in order to gain sensitive information from a customer service agent. Call centres are particularly vulnerable to this type of attack because, instead of being rewarded for preventing fraud, call centre agents are encouraged to minimise Average Hold Time and deliver a quick and easy customer experience.
As of 2011, about 67 per cent of social engineering attempts at Australian bank call centres were successful. This is because call centre agents often lack the training and incentives to detect social engineering attempts. Additionally, organisations that have required agents to comply with stringent security procedures often see disastrous impacts on customer care. As such, organisations tend to implement security procedures that impose the minimum amount of inconvenience to the caller. However, this creates an important security vulnerability that fraudsters can leverage with increasing frequency.
A benefit of voice biometrics is that voiceprints can be verified quickly during a call to confirm identity and let the caller complete their enquiry or transaction. However, the same technology will also flag if the voice and voiceprint do not match, keeping fraudsters out and ensuring security for customers.
An improved customer experience
The final key factor influencing this trend is the use of voice biometrics not just for security, but also to provide improved and more personalised experiences for the customer. With voice biometrics, customers no longer need to answer intrusive security questions or remember passwords in order to verify their identity. By simply speaking with an agent, a customer’s voice is verified, making the authentication process quick, secure and transparent. This starts the conversation with the customer off on the right foot, with a conversation, as opposed to an interrogation.
Additionally, with the ability to easily and efficiently verify a customer, businesses can create personal experiences through the call centre, mobile apps and even the customer’s own personal devices. Picture a Siri-style customer service app that is able to recognise you by your voice and instantly.
Michael Steinmann is the director of regional technology at Nuance.