Does Speaker Verification Work When Customers Are Sick?
Author: Roger Sumner
A few months ago, I posted a blog about speaker verification. One of our readers sent me an email asking whether or not speaker verification works when a customer has a cold or another ailment that changes the sound of their voice. Great question!
While voiceprints are rather reliable, there are a few important factors that can impact customer authentication using this technology. These include severe colds, stress and medication, among other items. In cases where the customer’s voice does not match the print on file because of illness or some other reason, the customer can be automatically transferred to a live agent where they will instead be qualified using other, more traditional methods, such as social security number, account number, most recent transaction, and mother’s maiden name.
Think of it another way – how does your contact center handle forgotten PIN numbers? You probably give the customer three chances to log-in to your automated system. If they are unable to provide the correct information, do you disconnect them? No. You immediately transfer them to an agent where they are fully qualified. The agent most likely resets the customer’s PIN number, provides the information the customer needs, asks the customer if they would like assistance re-establishing their PIN, and possibly walks the customer through the process. This same general procedure should be used to back up your speaker verification system.
Don’t let this scare you. Speaker verification is very dependable but, like most technologies, the results are only as good as the inputs. In most circumstances, speaker verification systems save valuable agent time – shaving 30 seconds or more off the interaction, and provide another means of protecting valuable/secure information from potential identity thieves.
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