There is a lot of mystery surrounding voice biometrics, particularly in relation to performance. Unfortunately what dominates most anecdotal stories is the enrolment numbers. While these are obviously critical to the end result, the true value is only realised from the verification success. The more we work with clients the more we see that the focus is often in the wrong area.
Flare’s emphasis is on smart enrolment strategies and equally pushing verification success as high as possible. Yes, growth is critical but targeting the right callers (or these users may be described differently depending on the channel targeted) even more so, as, like any model, certain caller groups are always over-represented in the volumes of people making multiple calls each year.
Once enrolled (passively or actively) then you need to ensure the tools for ongoing performance during verification. i.e. In the same way businesses often want to increase share of wallet from a sales perspective, often targeting the same “high potential” callers, in a verification world we want to spend more time ensuring a regular caller always succeeds ahead of potential enrolment of another. These details simply don’t seem to appear in any literature on voice biometrics.
We believe in the technology, passive, active, text dependant, text independent and a mix of all of these. But, our advice is to dig deeper into your design, the impact on your contact centre, and integration with key growth areas such as voice biometrics as a 2nd factor authentication for online/smartphone apps etc.
Putting a couple of the published enrolment figures in perspective sheds some light on differences (but remember these are not where the benefit is directly derived, it is the verifications that really matter)…
Global Bilgi’s Voice Biometrics, launched in 2010, is quoted as shortening the authentication time by approximately 20 seconds. It uses a text dependant phrase to verify. It has well in excess of 4m (as at end of 2011, story here) enrolled customers or around 11% of the customer base in 2 years. In comparison, Inland Revenue launched in 2012, and by July 2012 had 400,000 enrolled (story here), or 10% of the customer base in 6 months. It uses text dependant tokens and is able to identify and verify the caller with several navigation options.
Our guidance (just in the contact centre context here) is that any business considering voice biometrics should be targeting that by the end of year 1, around half of all callers should be navigating fully verified. Now that really does provide a convincing ROI!
Flare Design are passionate about combining many of these enabling technologies (biometrics, speech recognition, IVR, queueing, self-service, contact centre operating model, etc) into a succinct customer experience so both the customer and business benefit. Let us know if we can help you.
Oh, and Hayley would shoot me if I didn’t mention the critical “people” side to a successful design. So don’t forget these tips…
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.