Customer Identification & Verification

Technology Portfolio 

Customer Identification & Verification

Datapoint provides automated caller identification and verification (ID&V) which allows a call centre customer to be identified and their identity validated through the use of an automated speech recognition self service system.  When combined with “intelligent call routing” which uses speech recognition technology to identify the reason for the customers call, the total solution can provide organisations with a completely automated “Customer Front Door”. 

In an automated ID&V system, the caller provides identification in the form of a customer or account number. This is used to identify the caller and then verification of the caller's identity can be performed either by using speech recognition to recognise the caller’s password/answers to security questions, or by voice verification to authenticate the caller’s voice. 

Voice Verification
Voice verification is the process of employing a voice biometric engine in conjunction with application business logic to produce a pass or fail response by matching a caller’s voice print with their claimed identity. 

The voice biometric engine uses physical (unique traits of the individuals vocal tract) and behavioral characteristics of the caller’s speech (the harmonic and resonant frequencies such as accents, the speed of the caller's speech and how words are pronounced and emphasised).   

Together these factors combine to produce unique voice patterns for each caller.  The voice biometric engine then uses the speech utterance to calculate more than 100 measurements of an individual’s vocal tract including the caller's diaphragm, vocal chords, soft palette, nasal cavity and lips. Operational Uses
Voice verification has many uses in the call centre which includes: 

Caller Authentication

• Automates caller identity verification

Payment Verification

• Digitally signing phone and web based credit/debit card payments

Voice Sign

• Digitally signing phone and web orders and contracts

Web Authentication

• Verification of user's identity and physical presence when accessing a web or remote access system

Helpdesk Password Reset

• Automated resetting of PINS and passwords

Voice Track

• Tracking attendance and compliance management

Key benefits of voice biometrics include: 

• Eliminates weak security practices
• Can’t be forgotten, lost, stolen or susceptible to social engineering like a PIN, password or other private information
• Can improve customer experience by reducing the time and complexity of authenticating your customers i.e. removes requirement for cumbersome passwords or security questions
• Can provide significant ROI in terms of reducing agent time required to authenticate caller’s identity

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