Inland Revenue surpassed 400,000 enrollments into voice biometrics early on its its first year of operation and the growth continues. Not only did it fly past 1M enrolments in 2014, it still grows and now well over 1 in 3 NZer’s now have a voice biometrics voiceprint. But even more importantly it is the volumes of people who then use this to verify with the IRD where voice biometrics represents well over 70% of all calls into the contact centre every day.
The initial work we assisted with (more details here), in building knowledgeable advocates across Inland Revenue’s business, has transferred into sustainable and significant adoption across the business, and is still evident today. There is no sign of it slowing and we’re happy to have been retained to continue to support Inland Revenue as we continuously seek to improve the system.
For customers this system does more than just confirm their identity as it also increases access to automated service and makes calls to human support faster and simpler.
About Flare Design: Flare are leaders in voice biometric customer experience and business process design. We bring a complete end-to-end view of the impacts, pitfalls and mitigating strategies of voice biometric implementations, change and the impact on staff.