How VA helps?
Voice Authentication (VA) scores very high in customer experience management. It is an excellent customer retention tool, as seen by the recent implementation by large BFSI customers. Instead of asking so called security questions for users to prove their identity, the customer can be authenticated using their voice, as they describe the problem to the agent. E.g. When a customer says “Hi, I lost my wallet and my credit card issued by your bank was in my wallet. I wish to ‘Hotlist’ the card and request for a replacement of the same”… this is good enough to authenticate a person. Hence, saves expensive human agent time and enables CC to improve production time of agents by saving at least 30-40 seconds per call, which is used for asking security questions from customers and irritating them.
“Enhanced customer experience with improved security is the key benefit of implementation of voice biometric based authentication. This leads to improved ‘Customer Satisfaction’ as well as ‘Customer Stickiness’.”