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A major telecommunications company with over 20 million subscribers wanted to keep customer data safe. However, requiring people who called the organization’s contact center to answer multiple security questions hurt customer satisfaction rates and drove up the average call duration (ACD).
The telecom company turned to a solution in our portfolio – AI-powered voice biometrics – to enhance the speaker authentication process. The new technology allows customers to verify their identity with a pre-defined passphrase. Subsequently, their ACD has dropped by 15 seconds, and the business is saving $400,000 annually in contact center operations expenditures.
If you want to contain costs while enhancing customer experiences, you should consider implementing the same voice biometrics solution. Here’s a brief overview of the product’s features and advantages to help you make a well-informed buying decision.
Voice biometrics for contact centers: Key features and benefits
With this conversational automation solution, you can authorize callers by voice in seconds, eliminating the need to take up agents’ and customers’ time with security questions. The human voice is as unique as our fingerprints, and this AI-supported technology can detect an individual vocal signature regardless of language, dialect, or background noise.
Other key capabilities and features include the following:
Passive authentication (i.e., real-time verification as the caller speaks naturally)
Overlay options for existing cloud and on-premises platforms
IVR integration
Able to support multiple isolated tenants
OpenAPI standard support for easy integrations
Continuous voice print adaptation with each successive customer identification
Blacklist identification ability based on imported lists
Synthetic voice detection capabilities
Monitoring of over 100 unique voice parameters
98 percent accuracy rate for speaker identification and verification
Average call duration reduction of 30 seconds
In addition to enhancing customer data security and preventing fraud, this solution can produce a significant return on investment by reducing the verification process from minutes to seconds. For example, if your contact center handles 100,000 calls per month at a cost of $1 per minute, and the solution shaves off 20 seconds per call, you’ll save approximately $400,000 per year.
A virtual customer service agent, powered by AI, can improve customer experiences.
In addition to customer authorization, businesses leverage this technology for agent authorization to verify the identity of remote workers. This voice biometrics and identification system is also incredibly useful for organizations in insurance and finance with high security standards.
To further enhance customer and employee experiences, you can deploy a virtual agent to handle routine customer requests via texting or calls. This AI agent leverages capabilities like language detection and sentiment analysis to understand and resolve your customers’ issues.
If you want to explore contact center solution options, our technology advisors would be happy to help. We have over 20 years of experience in the IT industry and can leverage our experience as well as access to exclusive research, niche solutions, and detailed comparison matrices to identify products and services that align with your pain point, requirements, and objectives.
Once you’ve selected a solution, we can maximize your ROI with white-glove implementation and product management services.
Call 877-599-3999 or email sales@stratospherenetworks.com to start exploring your CCaaS options.
