Amazon Connect Voice ID: User Authentication
As you have read in previous posts, AmazonConnect is a cloud-based, omnichannel, easy-to-use contact center solution. Among its benefits, it integrates powerful Artificial Intelligence and Machine Learning functionalities to improve the user experience.
Well, among the new features we can now use the Voice ID Amazon Connect 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 think about the usual customer authentication process during a call. The agent requests data such as date of birth, account numbers, among others that can sometimes take up a lot of time on the call. To do this, Voice ID is based on voiceprints obtained from different calls from the same customer, creating a safeguard that will allow it to be identified instantly.
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 through Amazon Connect's own contact flows. Its configuration does not require complicated tasks since the functionality es native to the Amazon Connect Control Panel.
What advantage does it have? Being native, agents can verify information and identity immediately during the call. On the other hand, you can register a new identity using the Enroll option in seconds. For future calls, this new contact will now appear as Authenticated or Non Authenticated in the agent's CCP.
Extra layer of security
Voice ID works like a additional layer to Connect security, for example, during fraud attempts. By recording vocal prints and counting calls from the same number, Voice ID is able to identify a fraudulent user. In turn, it will issue a risk score of 0-100 to the contact center administrators and add this user to custom watchlists.
On the other hand, you can rest assured about the security of your customers' data, as well as the GDPR compliance relevant, since when registering a new client in the identification database, the agent must ensure that he or she obtains the client's consent.
These are just some of the features of Voice ID, if you want to know much more do not forget to contact us or check the following link.
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