Secure hotline with voice recognition
Swisscom is introducing Voiceprint, a new voice recognition software, at its hotline. The so-called voiceprint of the customer enables an even faster and more secure identity verification than before, the company writes. The system is already established in the banking sector, it says.
With the steadily growing availability and use of online services, it is becoming increasingly easy for potential fraudsters to obtain personal data on the Internet and impersonate another person (so-called "social engineering"). Swisscom is taking this danger into account: from the beginning of August, thanks to new software, customers can be identified clearly and quickly from the second call and no longer have to answer security questions. "With Voiceprint we offer our customers the best possible security standard at the hotline and can thus protect their sensitive data even better," says Pascal Jaggi from Swisscom.
How does it work?
While the caller is speaking, Voiceprint measures various voice characteristics (frequency, speed, pronunciation, accents, etc.) in just a few seconds. According to Swisscom, these features create an individual voiceprint, which means that the voice cannot be imitated. Conversation content is not stored. If the customer does not want voiceprint recording, he can have it deactivated or point it out to the customer advisor on the hotline. In the future, such customers would continue to be identified via the security questions.
