Posted On: Dec 1, 2020
Amazon Connect Voice ID (available in preview) provides real-time caller authentication that makes voice interactions in contact centers more secure and efficient. Voice ID provides an additional security layer that doesn’t rely on the caller answering multiple questions (such as birthdate and mother’s maiden name) and makes it easy to enroll and verify customers without changing the natural flow of the conversation.
If a customer opts-in to streamline their identity verification, Voice ID uses machine learning to analyze the caller’s voice characteristics like speech rhythm, pitch, intonation, and loudness and creates an unique digital voiceprint. When this customer calls back in, Voice ID compares the caller’s voiceprint with the enrollment voiceprint and then provides a real-time result of “authenticated” or “not authenticated,” based on the confidence score threshold you define (the default score threshold being 90 out of 100).
If the caller doesn't meet the minimum authentication score set by the organization, they can authenticate by providing additional personally identifiable information, like date of birth or social security number, during their interaction with an agent.