Use of passive voice biometrics enables authentication and enrolment to happen silently and accurately in the background of a call. This occurs without interrupting the conversation or requiring any action from the customer.
The Verint voice authentication and fraud detection module alerts agents, supervisors or third-party applications of:
- Identity confidence levels. This can be presented to the agent with a green, yellow or red indicator within a few seconds of a customer conversation. Organisational policies can then dictate the course of action based on each of the respective states. A security question might be asked with a yellow confidence level score, for example, whereas a green indicator could indicate that the agent can continue with the interaction.
- Known fraudsters. If the customer is identified as a known fraudster with a confidence level above a set threshold, then the supervisor and/or agent can be notified, and the correct procedure followed.