The use of Voice Recognition Software in banks has helped its customers get faster access to service by making the IVR process smoother and more reliable. Such biometric devices are based on the distinctiveness of person’s speech pattern comprising of a physiological component called the voice tract and the behavioural component called the accent.
The combination of the two makes it impossible for two individuals to have the same voice pattern. Even twins sharing the same gene pool would have different voice patterns, making voice authentication a perfect platform for biometric access control. The robustness of this technology makes it effective in all conditions, allowing a person suffering from a bad case of cold to use this system without any errors. However, voice authentication does not work when the vocal tract is damaged due to a case of laryngitis.
The major advantage of voice recognition system is that it can be seamlessly incorporated in the existing communication network consisting of telephones and VoIP to implement an effective Biometric Access Control System. However, the system performance of the voice recognition system depends upon the quality of the audio signal.
Use of Voice recognition in banks
A normal IVR system used in banks is based on a four or five digit pin number. The user has to speak the pin number to get access to information or service. However, this system is cumbersome at the best of times as the customer has to change the pin number at regular intervals in order to prevent data theft.
Voice recognition or speaker recognition, uses a pre-recorded voice sample to identify whether a person is who they claim to be. A biometric based IVR is quicker and more efficient compared to a normal IVR which is based on a pin number. In this system the user is prompted to speak a random phrase, which is then analysed and compared with a pre-recorded sample. Once the customer has cleared the authentication procedures he can be guided through the proper channels without wasting their time.
The IVR based on voice recognition has several advantages. The customer is spared from answering a number of questions as all the required information is pulled from the customer resource management once the authentication protocol is cleared. The process also quickens the process; therefore the customer can get quicker service, freeing up the IVR for the next customer.
Many customers struggle to remember their pin-numbers. Moreover, they feel frustrated at having to change the pin number at regular intervals. But with the voice recognition system the customer does not have to remember the pin-numbers as authentication is now possible by uttering a phrase. Voice Recognition technology has helped banks improve their service and their reach by reduce cost and increasing productivity.