Amazon Connect Voice ID: User Authentication
As you've read in previous posts, Amazon Connect is an easy-to-use, omnichannel, cloud-based contact center solution. Among its benefits, it integrates powerful Artificial Intelligence and Machine Learning features to enhance the user experience.
Among the new features, we can now use Amazon Connect's Voice ID for real-time voice call authentication and integrate an additional layer of security that helps validate customer identity, detect fraud attempts, and thus improve the security of operations.
Do you want to know which services you can integrate with Amazon Connect? Don't miss this post.
How does Voice ID work?
Let's consider the typical customer authentication process during a call. The agent requests information such as date of birth, account numbers, and other details that can sometimes take up a significant amount of call time. Voice ID addresses this by using voiceprints obtained from different calls made by the same customer , creating a record that allows for instant identification.
Amazon Connect Voice ID can be enabled from the AWS Management Console . It allows you to configure interactive voice response sequences, which in turn helps detect fraud using Amazon Connect's own contact flows. Its configuration is straightforward, as the functionality is native to the Amazon Connect Dashboard.
What are the advantages? Because it's a native feature, agents can verify information and identity immediately during the call. Furthermore, a new identity can be registered in seconds using the Enroll option. For future calls, this new contact will then appear as Authenticated or Non-Authenticated in the agent's CCP.
Extra layer of security
Voice ID acts as an additional layer of security for Connect , for example, during fraud attempts. By recording voiceprints and counting calls from the same number, Voice ID can identify a fraudulent user . It then provides a risk score from 0-100 to contact center administrators and adds the user to customized watchlists.
On the other hand, you can rest assured about the security of your customers' data, as well as compliance with the relevant GDPR , because when registering a new customer in the identification database, the agent must ensure that they obtain the customer's consent.
These are just some of the features of Voice ID. If you want to know much more, don't forget to contact us or check the following link.
At Apser, we hold the Amazon Connect Service Delivery certification , which recognizes us as specialized partners who can help you implement this solution quickly and cost-effectively. Let's discuss your project!
