How best to use voice biometrics in the contact centre
Hila Lamm · Biometric Technology Today · 2016
A leading American bank with over 20m customers, 12 markets in the Asia-Pacific region and offshore and outsourced operations, recently implemented a real-time voice biometrics-based customer authentication system. Within a few months, the bank had over 1m voiceprints, creating about 1,500 new ones every day. After seeing a 90% successful customer verification rate, it scrapped its manual authentication system entirely.