New Zealand Government

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PROJECT SUMMARY

The New Zealand Government was seeking to introduce voice biometrics technology to residents for all telephone services, to verify residents safely and securely with their voice. Vodafone NZ, in collaboration with Salmat, delivers the biometric voice verification project as a managed service for the government. Auraya was chosen as the voice biometric technology supplier for the managed service and provided high level consulting services for security and usability issue. The NZ Government and has actively engaged in marketing and promotional activities during implementation of the solution to ensure user acceptance and accelerated adoption.

SOLUTION DESIGN

Auraya's voice biometric technology uses tokens based on IRD number and date of birth for the enrolment and verification process, making it easy, convenient and secure for customers.

Customers are asked to repeat their IRD number and date of birth – and the utterances were captured to build a voice print. The voice print then gets assigned to the customer’s identity.
Most customer utterances are captured in the IVR. The agent in the call centre is notified by a pop-up on the desktop that a caller has enrolled a voice print. He then goes on to ask two knowledge based questions and authenticates the customer based on the response to the questions. The agent then upgrades the voice print security status to authenticated. When authenticated customers call, they don’t have to answer identification and verification questions as the agent is automatically informed of their ‘verified status’.

NEW ZEALAND GOVERNMENT: PROJECT OUTCOME

 

CURRENT PRACTICE

Since the initial design, a passive biometric mode is available so that customers can be verified as they speak to the call steering and self-service application. The next phase will see Auraya's technology extended to digital channels.

AURAYA SYSTEMS

Auraya, a world leader in biometric voice verification technology empowers people and organizations to interact and engage with security and convenience.  As a specialist voice biometric technology developer, we have a track record of delivering unparalleled security performance that is simple to deploy, integrate and maintain whilst delivering the most delightful customer experience.

Auraya’s biometric voice verification engine – ArmorVox – is speaker adaptive, which means it constantly learns about the customer’s unique voice and optimises the voice print performance with each use. This means we not only protect the privacy of the individual and the security of the organisation, but also deliver a truly differentiated experience for the customer. ArmorVox is the perfect voice verification engine that includes passive, active and background enrolment and verification options. It also provides eight different text dependent tokens, two text prompted tokens and a text independent token.

At Auraya, we are constantly pushing the boundaries of cutting-edge research and development in voice biometrics to pioneer new capabilities that maximize value for you and your customers. Our talented team puts you in command to choose features that work for you. So you decide – whether you want to implement an active or a passive system and you choose the biometric spoken token that is right for your customers. You can choose to deploy in your phone, digital, social media or face-to-face channels. The best part is – you will be offering your customers an entirely new experience in six weeks – that’s how easy and fast it is to deploy our technology. You can deploy with your own in house team or you can use any of the experienced and trained solution partners that are part of the Auraya ecosystem.

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