Use Voice Recognition Software to Reduce Fraud

Article Written By: Michiel Van Kets

Traditionally, anyone using audio services, such as telephone banking, to access accounts and financial details has been required to enter their account numbers, and a secret pin code. However, there is now a much more effective method organisations can implement to protect their customers' personal information, voice-enabled caller identification and verification solutions can authenticate callers, providing protecting to both the customer and organisation.

Voice recognition systems remove the need for call agents to ask the caller questions to confirm their identity, and additionally ensures the caller can't influence an agent into providing information the caller is not entitled to know. Who has access to a callers personal details is also restricted by only allowing the call agent that needs them to see them, meaning both the caller and call agent are protected.

Everyone's voice is unique, just as fingerprints are, so if you are interested in providing a higher level of security to clients and making your phone systems work much quicker and more effectively, then you should check out voice recognition software.

Voice recognition applications are used in all kinds of businesses and are particularly useful for those who receive thousands of calls a day where client identification is paramount. Not to be confused with speech recognition, it's a completely different system in the way it works. Speech recognition systems translate what a user is saying in order to direct them to the next step or correct department and are commonly used for telephone banking and information services. Voice recognition, on the other hand, identifies the caller by analyzing the distinctive aspects of their voice and confirms they are who they say they are.

Advances in technoogy means that these days voice applications are much better at being able to understand callers with different accents, tones, and level of fluency. New applications now have the ability to understand up to 160 words a minute and are extremely efficient and accurate, however there are exceptions to the rule and some callers will still experience problems due to the way they speak or the level of their voice.

Voice biometric software can save your company a lot of time, as well as minimize the need for a large number of staff to be available for answering calls. The caller can be identified before the call is put through to a customer service agent so the interaction is more personal as the caller can be referred to by name, it also does away with the usual verbal identity checking that has to normally be undertaken by the agent, thus saving valuable time and energy.

Voice recognition works by identifying the characteristics of an individual's voice that is then analysed, measured and stored, when the caller speaks the system rapidly locates the stored data and they can be identified. Your voice has more than 100 different characteristics, this is even more foolproof than using fingerprints for identification purposes and is a highly secure method of way of identifying and authenticating a particular individual by telephone or microphone.

It can be operated alongside various audio capture devices, such as mobile phones, landlines telephones, and PC microphones. When the user first registers for the service they are requested to repeat particular wording or numbers in a given sequence. This generally has to be repeated a few times to allow the technology to collect enough data on the voice which it can then use to identify the individual accurately.

Facilitating voice biometrics in your company will guarantee you have the safest and most secure method to identify your clients, albeit in a way that is not going to offend or irritate anyone. It allows the speaker to answer questions or say a phrase in a very normal and unassuming fashion. It can be very easy for someone to get details of another persons personal information, using voice recognition software can prevent this as it is immensely difficult for anyone to get hold of your voice print.

About the Author

Michiel Van Kets - VeCommerce, the best speech recognition software and ivr software Australia has to offer.

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