How voice recognition is keeping vital processes secure
Huge developments in voice recognition technology are set to change the way we interact with the organisations we deal with on a regular basis and are revolutionising some of the most security conscious customer service processes around, according to Cisco's CRM specialist Alex Noble...
For example, one high street bank has introduced passive voice identification to identify callers as they talk to agents just by analysing the intricacies of their voice.
Although the process requires powerful voice recognition technology, it offers massive security benefits when compared to passwords and pin numbers.
This is particularly good for security because the system is all about proving who you are, not what you know.
The drawbacks of things like memorable words, mother's maiden names and pass codes is that they can all be learned by other people and are therefore vulnerable to identity theft.
In contrast a unique 'voice-print' is much harder to replicate and, as long as the technology works, is much more secure.
This passive system of voice authentication is a great way of tackling one element of the threat of identity theft and impersonation. It is not, however, the whole answer to the threat of fraud in contact centre and this type of approach needs to be supported by rigorous risk assessment and other security processes.
One big problem when it comes to voice recognition is the issue of regional accents — something that's particularly pressing in a country like the UK where there are so many accents and they can change so dramatically across even small distances.
There have been some high-profile embarrassments for organisations adopting voice recognition which has then backfired because of the accents of the people meant to use the system.
But despite all that, as technology grows and problems are ironed out it will start to make sensitive processes more secure than ever, and improve the customer service for everyone.
Alex Noble, CRM specialist, Cisco
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