Voice Check

Identifying the voice of customers

Around the world, organisations are streamlining verification processes to maximise efficiency and enhance the customer experience. Increasingly, voice biometric data is being used as part of interactive tools and processes to authenticate customers.

Verification of existing customers can be a time-consuming and expensive process, with organisations having to balance customer expectations around security, efficiency and customer service in a profitable process.

Overview

Using individual voice biometric data, Voice Check can authenticate customers by confirming that ‘today’s’ voice print matches with the individual’s previously registered voice print. Experian’s Voice Check is designed for organisations that handle repeat business from their customers. The system replaces the time-consuming manual verification process with a fully automated system.

Utilising voice biometric data for identity confirmation can greatly increase the security of customer interactions. With the increase in account takeover and identity fraud, fraudsters are growing more and more persuasive, and successfully deceiving call handlers. Even incorrect answers can be manipulated to support deceptions by fraudsters who are aware of the traditional systems and processes. Typically, fraudsters who may not be detected in a manual check would be detected by the Voice Check system, as the voiceprint would not match.

As well as increasing efficiency and operational savings, the system also provides a valuable contribution towards satisfying the Anti Money Laundering, KYC and other compliance requirements.

Automating confirmation of the identity of customers can not only improve protection for both the organisation and its clients, but also serve to increase the positive perceptions of customers. Through the use of Voice Check, an organisation can demonstrate and promote a proactive approach to ensuring that their customers’ identities are protected and that processes are secure. 

Using manual systems requires internal call handlers to have access to personal data, which in many cases, is not associated with the actual transaction the individual has called to initiate. This can be an unnecessary risk to the organisation and can be eliminated with an automated process.

Voice Check can also be configured to provide a populated screen of the customer’s data on an agent’s workstation. This uses the organisation’s identifier associated with the voice print as a matching key and can allow an organisation to tailor responses to individual clients.