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 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.

Introduction to Amazon Connect Voice ID (4:24)

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.

Easy customer enrollment and verification

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.

ML-powered real-time fraud risk detection

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 Amazon Contact flow blocks.

Simple to setup and configure