Amazon Connect Voice ID

Real-time caller authentication and fraud risk detection using ML-powered voice analysis

Amazon Connect Voice ID, a feature of Amazon Connect, uses machine learning to provide real-time caller authentication and fraud risk detection 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. Amazon Connect Voice ID analyzes caller's unique voice characteristic and carrier network metadata to provide agents and self-service interactive voice response (IVR) systems with a real-time decision on caller's identity for faster and more accurate verification at a very low cost. Amazon Connect Voice ID also screens for fraudulent actors in real-time, based on your contact center’s custom watchlist, reducing potential losses from fraudulent attacks.

Easy customer enrollment and verification

When a customer agrees to enroll, 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. 

ML-powered real-time fraud risk detection

Voice ID analyzes incoming audio and compares them with recordings of known fraudulent actors in your contact center's custom watchlist. During an active call, Voice ID will automatically flag suspicious callers to the agent with a risk threshold (e.g. 'High Risk or 'Low Risk,') — resulting fewer fraudulent attacks on your contact center.

Simple to setup and configure

You can easily setup and configure voice biometrics for your Amazon Connect Instance. First, enable Voice ID in the AWS Console for your Amazon Connect Instance and then easily configure authentication and fraud risk detection using the drag-and-drop functionality of Contact Flow blocks.

Build a highly efficient and secure IVR

Add Voice ID to your IVR to deliver secure customer access to self-service requests such as checking refund status or changing contact information. This optimizes agent time and lowers contact center costs.

Labcorp

Labcorp is a global life sciences company that provides vital information to help doctors, hospitals, pharmaceutical companies, researchers, and patients in more than 100 countries. 

“Labcorp Diagnostics is looking to improve our call center experience while also improving efficiency. With Amazon Connect, we will be able to better manage our agent queues spanning clinical questions, billing activities, and appointment scheduling; provide end-to-end visibility into tasks; increase agent performance; and produce actionable analytics for us to advance our customer service experience. The cloud contact center’s seamless integrations with other AWS-hosted applications and services will improve agent workflows and decrease training time by allowing us to provide the right information to the right agent at the right time. Additionally, Amazon Connect Voice ID will deliver real-time voice authentication for our clients and agents to provide a frictionless experience that’s more secure, saves time, reduces fraud, and improves customer satisfaction.”

Lance Berberian, Chief Information and Technology Officer, Labcorp

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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 start using Amazon Connect Voice ID, you can go to the AWS Console for Amazon Connect and enable Voice ID for your Amazon Connect Instance.

Q: How much does Amazon Connect Voice ID cost?

To review the pricing information for Amazon Connect Voice ID please visit: https://aws.amazon.com/connect/pricing/.

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

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

Q: How quickly can Amazon Connect Voice ID authenticate a caller??

Amazon Connect Voice ID requires net speech of up to 10 seconds (excluding silence). It returns results for authentication and fraud risk detection after receiving the required amount of speech. You can configure this threshold down to 5 seconds to get a quicker response.

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. All Amazon Connect Voice ID data that you provide is encrypted with a customer managed key through the AWS KMS service. More information about AWS data security can be 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 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 a result of "inconclusive". Businesses can choose to use other multi-factor authentication methods along with Amazon Connect Voice ID to further authenticate the caller. Amazon Connect Voice ID returns a fraud risk score between 0 and 100. A higher risk score indicates that Amazon Connect Voice ID is more confident that the caller’s audio carries a high risk of the call originating from a fraudster in your watchlist. Businesses can use Voice ID’s fraud risk score to create policies for providing a decision ('high risk' or 'low risk'). When Amazon Connect Voice ID does not have the required amount of speech or historical voiceprint data to provide a fraud risk score, it will return a result of "inconclusive".

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

Amazon Connect Voice ID stores a small portion of the enrollment audio along with the corresponding voiceprint for each end customer. This data is encrypted with the master key provided by you, as the owner of your data.

Regions Available: US West (Oregon), US East (N. Virginia), Europe (London), Europe (Frankfurt), Asia Pacific (Sydney), Asia Pacific (Singapore), and Asia Pacific (Tokyo) regions.