Voice Verification System for Contact Centres

What is Voice Verification System?

Voice Verification is the ground-breaking technology that enables a customer’s voiceprint to be used as the key to their account. Also known as voice biometrics, it works on the premise that – like a fingerprint - every person’s voice is unique and once enrolled in the system can be used to verify their identity in future calls. The simple act of them saying their account or phone number is all that is needed to confirm their identity against their voiceprint.

How does voice verification work in a contact centre environment?

Almost every contact centre interaction starts with two questions – “How can I help?” and “Who are you?” – followed by a request: “Prove it”. While customers were traditionally forced to prove their identity by answering a series of knowledge-based questions such as date of birth or address, Voice Verification technology confirms their voice against a voiceprint. Removing the need for agents to validate a customer’s identity not only saves companies time and money but means the experience is faster and more convenient for callers. Add in the fact it improves security and it’s little wonder Voice Verification is a win-win for callers and agents alike.

What makes Oration different?

Oration enables contact centre staff to embed and maintain Voice Verification technology without the need for significant involvement by IT departments. A simple and easy-to-use solution, it is guaranteed to save time for both callers and agents in one product. Convai has deployed voice biometric technology into Australian and New Zealand contact centres for more than 20 years and are excited to now be embedding the technology into Oration.

Discover our features

Advanced Speech Recognition

Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.

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Ongoing Supervised Learning

By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers.

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Intelligent Call Routing

Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.

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Contact Centre Agent View

With contact centre agents able to see what a caller has said before they pick up a call, they’re well prepared to quickly resolve queries without asking callers to repeat information.

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Graphical User Interface Dashboard

Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.

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Reporting Insights

The Reporting Insights feature offered by Oration allows contact centre professionals to view and analyse call statistics to gain deeper insights such as top caller intents and AHT.

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CX Platform

Your Customer Experience (CX) platform brings together the agent telephony, CRM, and all the digital tools you need to interact with callers either via phone or chat.

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Voice Verification

By simply saying their account or phone number, customers can use their pre-enrolled voiceprint to securely access their account or self-service over the phone.

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Automated KYC Verification

Oration can automatically ask and confirm identification questions without agent involvement and can integrate Voice Verification technology to match callers with their stored voiceprint.

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Transcription

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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Identify

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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