Amazon Connect Voice ID

Real-time caller authentication using ML-powered voice analysis

Amazon Connect Voice ID (preview), a feature of Amazon Connect, uses machine learning to provide real-time caller authentication to make voice interactions faster and more secure. Historically, contact centers have used a time-consuming knowledge-based authentication process where callers have to answer multiple questions based on personal details, like social security number, date of birth, and mother’s maiden name. Now Amazon Connect Voice ID allows customers to opt-in to streamline their authentication and Voice ID will analyze speech attributes to create a digital voiceprint. When callers call back, Voice ID matches their declared identity with the digital voiceprint and generates an authentication decision for the caller, creating a faster and a more secure customer interaction.

Easy opt-in, enrollment, and verification

When a customer opts-in, Voice ID analyzes speech attributes like rhythm, pitch, and tone to create a digital voiceprint, streamlining the authentication experience for customers on their next call. Customers don’t have to say any specific phrases or words, allowing them to maintain the natural flow of conversation.

Easy opt-in, enrollment, and verification

ML-powered caller authentication score

When callers call back, Voice ID analyzes their declared identity against their voiceprint. The agent is notified whether the caller is 'authenticated' or 'not authenticated,' based on the authentication score threshold you set, like 90 of 100.

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ML-powered caller authentication score

ML-powered caller authentication score

When callers call back, Voice ID analyzes their declared identity against their voiceprint. The agent is notified whether the caller is 'authenticated' or 'not authenticated,' based on the authentication score threshold you set, like 90 of 100.

Additional security screening

If the caller is not authenticated by Voice ID, the IVR or agent will verify the caller's identity by asking follow-up questions based on personally identifiable information like date of birth or social security number.

Additional security screening

Additional security screening

If the caller is not authenticated by Voice ID, the IVR or agent will verify the caller's identity by asking follow-up questions based on personally identifiable information like date of birth or social security number.

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Self-service IVR authentication

Voice ID can be used as an additional security layer in the IVR to authenticate customers without any human intervention. This empowers companies to offer fast and secure self-service authentication.

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Self-service IVR authentication

Self-service IVR authentication

Voice ID can be used as an additional security layer in the IVR to authenticate customers without any human intervention. This empowers companies to offer fast and secure self-service authentication.

Accolade

Accolade is a personalized health and benefits solution that serves employers across the country. 

“Amazon Connect has been a critical driver behind the modernization efforts to improve our customer experience. By using Amazon Connect Voice ID to streamline caller authentication, we want to make voice interactions more secure and help customers resolve their issues quickly without having to answer multiple security questions. Amazon Connect Voice ID is compelling because customers can enroll or verify their stated identity without having to say any specific words or phrases. Our contact center team is looking forward to using this new secure authentication feature of Amazon Connect.”

Stephen Murphy, Senior Director Cloud Engineering - Accolade

Pricing

With Amazon Connect Voice ID, you pay only for what you use. You are charged based on number of transactions completed on a monthly basis. Each use of Voice ID to enroll a customer or verify the identity of a caller is considered to be a separate transaction. Voice ID does not charge for capturing customer opt-out or deletion of historical voiceprints. However, if you decide to re-authenticate a customer during a call, it will result in an additional transaction.

AWS Free Tier

As part of the AWS Free Tier, you can get started with Amazon Connect Voice ID for free for 180 transactions a month, during your first year of usage. Amazon Connect Voice ID offers a 12 month Free Tier.

Pricing

Flat price of $0.025 per transaction.

Example
Let us assume you have enrolled 100 customers and invoked Voice ID to verify identity of 2,000 callers in a month, and you are in the second year of use of the service.

Total charge calculation:

Total monthly transactions = 100 + 2,000 = 2,100
Total cost = [Transaction Volume] * [Price Per Transaction] = [2,100] * [$0.025] = $52.5

FAQs

Q: How can I learn more about Amazon Connect?

To learn more about Amazon Connect, click here

Q: How do I get started with Amazon Connect Voice ID?

To preview Amazon Connect Voice ID, submit your request here. Our team will review your request and get back to you as soon as possible.

Q: Are there any specific requirements I should be aware of for using Amazon Connect Voice ID?

Please see the service terms related to Amazon Connect Voice ID.

Q: How soon can Amazon Connect Voice ID provide a response?

Amazon Connect Voice ID requires net speech of up to 10 seconds (excluding silence). It returns outputs for the authentication result immediately after it receives the required amount of speech.

Q: How will my data for Amazon Connect Voice ID be handled?

At AWS, customer trust is our top priority and we know that customers care deeply about privacy and data security. Amazon Connect Voice ID adheres to AWS privacy policies. More information can be found here.

Q: What are Amazon Connect Voice ID‘s outputs and how should I interpret them?

Amazon Connect Voice ID provides an authentication score of 0 to 100. A higher authentication score means that Amazon Connect Voice ID is more confident that the caller’s identity matches the declared identity. Businesses can use Voice ID’s authentication score to create their policies for providing a decision ('authenticated' or 'not authenticated'). When Amazon Connect Voice ID does not have the required amount of speech or historical voiceprint data to provide an authentication score, it will return "inconclusive". Businesses can choose to use other multi-factor authentication methods along with Amazon Connect Voice ID to authenticate the caller with a greater level of confidence.

Q: How and what information is stored in Amazon Connect Voice ID?

Voice ID stores a small portion of the enrollment audio along with the corresponding voiceprint for each end customer. This information is customer data and not accessed by other AWS customers.

Regions Available: US West (Oregon)