Improve Contact Center Efficiency with Voice Biometrics
According to LiveAgent, the average agent handling time is 6 minutes. For some call centers, the time taken to verify the caller's identity can account for 30% of the handling time.
One example of improving contact center efficiency using AI is integrating voice biometrics for secure and frictionless identity verification. Organizations can verify caller identity by asking them to say their phone number when they are interacting with the IVR, then matching their voice with the claimed identity’s voiceprint. If the caller is verified, then additional personalized self-service can be offered in the IVR reducing agent workload and providing higher satisfaction for many callers who can get the outcome they need without needing to wait for an agent.
Voice biometrics provides a significant advantage when the caller needs agent assistance. With voice biometrics, caller identity is established before they reach the agents, saving agents the time it would have taken to verify callers manually. This also means that callers don't need to share personal and sensitive information with agents every time they call the contact center. A simple voice sample stating their phone number or account number is enough to satisfy identity verification requirements.
Verifying a caller's identity in the IVR also allows organizations to expand their self-service capabilities to include more services that would have first required manual identity verification. Ozonetel’s 2022 Call Center Performance Report states that the average waiting time for call centers to answer a call was 46 seconds. Many customers call the contact center and find their issues resolved within minutes. With the power of AI and automation, these types of calls can be offloaded from agents and into the IVR and help eliminate waiting times for many customers. Customers can also access more services such as resetting their passwords or checking account balances, which would often take a long time when done with an agent.
For organizations interested in integrating secure and frictionless voice biometric identity verification in their contact centers, check out Auraya’s EVA voice biometric suite! EVA for Contact Centers provides voice biometric identity verifications in contact centers, whether it’s during the IVR sequence or whilst talking to an agent. EVA also expands into other platforms with EVA Web, allowing organizations to integrate voice biometrics into their web browsers, chatbots, and mobile applications. Organizations interested in fraud management and analytics can integrate EVA Forensics to manage and flag suspicious and known fraudster voiceprints.
