What Is Voice Biometrics?

Voice Biometrics Software

Voice biometrics technology verifies the identity of a speaker.  It’s also known as voice recognition, speaker recognition, voice printing and voice authentication. At Plum Voice, we call this group of technologies “voice biometrics” in general.

“Voice biometrics is a technology that enables identity verification by analyzing a person’s voice as a unique, innate characteristic,”

as defined by CX Today

Speech Recognition vs Voice Biometrics

Speech Recognition

Automated speech recognition (ASR) is a key aspect of technologies such as interactive voice response (IVR), virtual assistants, in-vehicle entertainment and emergency services, mobile (e.g., smartphones) and computing. The technology identifies the words a speaker says so that an application can do something with them. For instance, when you ask a virtual assistant like Siri or Alexa to add an item to your grocery list, turn up the thermostat, tune in to a radio station or find a restaurant phone number, ASR is listening and identifying the words that you speak and then translating them into prompts for the device to take action.

Voice Biometrics

Voice biometrics identifies specific, identifying characteristics or traits of a speaker, rather than focusing on the words that they say to take an action. Each of our voices has distinguishing features that are determined by our anatomy and behavioral speech patterns. The shape and size of our mouths and throats and our language, pitch and speaking patterns (i.e., fast-talking versus slow-talking) all shape our voices. These attributes give us a unique voice that others recognize as ours.

Voice biometrics maps a speaker’s unique characteristics, and then uses this map to later identify us. A user provides one or more audio samples, which the system analyzes to create a unique voiceprint for the speaker. Whenever the user calls in, the software compares the speaker’s voiceprint to the voiceprint on file. Think of it as the imprint of each person’s voice that is as unique as their fingerprints.

Voice biometrics technology is key to speaker verification. Combining it with an ID and a password or a PIN, voice biometrics provides two-factor authentication to gain access to secure sites, buildings and materials. Researchers have even used voice biometrics to identify wolves in Yellowstone National Park by their howls.

Voice Authentication

Voice authentication is a type of security authentication that relies on a person’s unique voice patterns for identification to gain access. This type of authentication requires (1) a device that can capture a person’s voice very accurately, and (2) software that can recognize the patterns of the voice and compare it to already-recognized patterns.

Voice authentication is a security process that relies on a person’s voice pattern to identify them and give them access. “Voice authentication should not be confused with speech recognition, which is about recognizing what is said rather than who is saying it. Voice authentication relies on a person’s unique voice biometric, which is the digital or numerical representation of the sound, rhythm and pattern of a person’s voice, which is as unique as his/her fingerprints or iris patterns.” as defined by Techopedia.

Call Center Authentication with Voice Biometrics

Scammers have become increasingly sophisticated and many have mastered today’s common call center security measures, such as security questions and passwords. They’ve also mastered manipulating call centers and their agents by leveraging information gathered from sources like social media or conning helpful agents with weak secure authentication methods at their disposal. By implementing voice biometrics software technology, a call center can avoid these scammer tactics and provide a safer experience for their customers.

Learn how Plum Voice makes call center management easier with an IVR system such as Plum Fuse and Plum Fuse’s template center

Voice Biometric Companies

When looking for a voice biometric software company to partner with your contact center, call center or business to provide automated voice communication needs, make sure that they implement and maintain adequate security measures as well. 

Contact Center Security with Plum Voice Biometrics

Plum Voice has created a toolkit that gives developers the ability to recognize a caller’s natural voice pattern without first having the caller spend time registering their voice. Along with other improvements to voice biometric technology, Plum Voice offers a viable replacement for KBA authentication as it balances security and usability. This prevents fraud while giving customers an easy, simple way to get the information or services they need.

Passive Voice Authentication

Voice authentication is primarily used passively by contact center services when a customer interacts with an agent. The ‘active move’ is used with IVR technology and requires the customer to state a passphrase to enroll.

The phrase can be text dependent which requires the caller to say the exact phrase, or text-independent when the caller can say anything. Both practices provide a contact center with a very high level of security through voice biometrics analysis of each caller’s voice properties.

Common Uses of Voice Biometrics:

  • Telephone and Internet transactions
  • IVR-based banking systems
  • Remote access to websites, and networks
  • IVR-based health systems
  • Audio signatures for digital documents
  • Mobile workforces, including law enforcement and emergency services
  • Online Education
  • Clinical research

Plum Voice | Voice Biometrics

To learn more about our voice biometric solutions and customer platform security contact us below and request a demo, or start a free trial in minutes!