Nov 03, 2018
A recent survey indicates that around 70 percent of customers like to avail customer support through phone and feel it is the more convenient way of getting correct answers. Will a customer be more satisfied?, If he/she can access the services directly without entering a password or answering security questions. Technologies like voice biometrics lead to an increased customer satisfaction as it offers a secure and natural way of authentication.
The success stories of Alexa, Siri and google assistant tells how convenient and comfortable is voice-driven conversations. The voice of each person is different just like fingerprint, iris...etc. This makes voice to be used as a biometric to authenticate each person in a unique way. Voice biometrics technology identifies and models unique patterns (voice prints) in the voice that can be later used to verify the identity of the speaker. It offers an easy and hassle-free way of authentication without compromising the security. It lowers the risks associated with the traditional way of authentication that requires passwords or sharing of data.
Advancements in technologies like deep learning, coupled with a huge amount of data and computational resources, have made tremendous improvements in the field of voice biometrics. The state-of-the-art voice authentications systems are now matured enough for the day to day uses. Deep learning algorithms have the ability to identify and extract those unique patterns in the voice of an individual which makes it distinguishable from the voice of other people. If we put it in another way, deep learning algorithms can learn how a person sounds and how he/she sounds different from others. Typically voice biometric systems work in two phases, enrolment phase and verification phase. In the enrolment phase, a customer has to provide his/her voice sample so that voice biometric system can identify and models the unique pattern in the voice. During the verification phase, a voice from an unknown customer will be matched against a precomputed model to verify the claimed identity.
As the voice-based authentication has gained much attention recently, it has found its way to telephonic banking, customer support, voice driven chatbots...etc.