Voice Biometric & Why it is important

Hello there.

Well it’s not just your mom or your loved one’s who can identify you with your hello now. Your voice is now a digitised data that any computer equipped with voice recognition system can identify and authenticate your identity for you.

Today, as search for secure systems, convenience and ease of operations are being researched, voice is the latest human characteristic to be included as a biometric i.e. the physical and behavioural human trait that can be converted as digitised data to identify and use it for authenticating the person’s identity.

Voiceprints like finger prints have a uniqueness that is absolutely distinctive and advancement in this field. It not only deciphers your voice but distinguishes between different acoustic features of your voice to create that unique stamp for recognition.

The need to know your voice

Niche and high growth business sectors like telemedicine is one of the best examples for the growing need of voice recognition. It is observed that technological developments in healthcare pose new challenges in maintaining the security and confidentiality of health data.

Records are accessed by doctors from their homes, while checking patients on house visits or patients calling for information, insurers checking on phone, or virtual personal assistants providing patients on hones or on internet of things prove to be a challenge.

Thus a reliable and secure encryption to protect data and a simple and effective electronic authentication and identification is necessary especially in countries like UK &USA that have stringent regulations and require adoption of state of the art technologies to function online.

The importance of voice recognition

Voice recognition is also important because of the advantages it provides to businesses online and as a method for user authentication on mobile, IoT and other wearable devices. It’s well suited as a biometric authentication across wide range of IoT devices including wearables, PC’s gaming systems, smart TV’s, fixed lines and automobiles. It’s a natural fit for mobile authentication It is a popular choice for mobile authentication due to the availability of high-quality devices for collecting speech samples and one can easily integrate into flagship smartphones. Above all, its unparalleled in recognition and matching.

Advantage Voice Recognition

Reduction in cost

Voice recognition is a cost-effective and flexible choice when compared to other biometric solutions used for secure authentication. With automated access and use of other voice recognition options, businesses save huge investments on call centres to cater to their customers. This resulting in need for lesser equipments, lower staff and smaller offices, saving overall cost to an organization – without compromising customer service. Cost is definitely one of the biggest advantage of voice recognition.

Rise in call volumes handled

The need for voice recognition is higher when the call volumes are high. This system stores client information quicker, deal with clients faster, as speaking directly rather than having to type out your need is easier and quicker and thus helps you handle larger volumes of business calls increasing the bandwidth to serve more customers with speed in the same period of time.

Better Call Segmentation

Voice recognition helps you segment calls better and direct them to right department increasing efficiency in service and reducing wait time and adding customer delight. For eg, billing queries need not queue up at customer care and technical support can avoid customer service to effectively serve more customers with higher efficiency

Flexibility

It is important for businesses to reach out to its customers and employees alike across different means. Voice recognition system could help streamline and store information to cater to such flexibility. With this files could be retrieved and stored through mobiles, fixed lines and even emails.

Customer Delight

Voice recognition solutions not only help companies function efficiently but help delight customers. With this solution now every phone based support not only gains respite from long waiting queue, wrong department connects and delayed live agent support; but voice recognition has enabled them to directly pay bills, retrieve information on demand, improve customer service and significantly impact business.

It is important to note that voice recognition has innate limitations. Our inability to control the factors that control input systems like noise levels, a person’s physical condition like cold or bad moods that result in voice variation and thus poor results in identification does not make it a distinctive solution. Hence it’s often not recommended for large scale implementation.