The challenges in the Security industry often go beyond the software. One important issue is finding a way to integrate voice biometrics efficiently and securely. Providing a fast, reliable biometrics software solution presents its own set of challenges. It is also essential to educate clients with the knowledge they need to maximize the business benefits of their biometric solution deployments.
The Security industry is in urgent need of sophisticated voice biometric technologies. Spitch is a leading provider in this domain.
Spitch is a global provider of B2B and B2C Conversational AI solutions, headquartered in Switzerland since 2014 with a presence in many countries across Europe and North America. At its core Spitch helps enterprises to better understand and serve their customers through the use of Natural Language Processing (NLP), Artificial Intelligence (AI) and Machine Learning. This is taken to market in the form of end-to-end products such as virtual assistants, voice biometrics, speech analytics, chat platform, knowledge base, and agent assistant suite. These conversational AI products can process customer interactions automatically, support contact center agents in delivering a higher quality service and improve customer and employee experience.
The text-dependent, text-independent or hybrid approach for voice biometrics by the firm leverages live and impromptu speech to authenticate and identify callers. It merely takes a few seconds to authenticate a party in a conversation and the solution can run in background during the entire conversation (human to human or human to machine) to ensure continuous identity verification.
“We use biometrics in three main scenarios. The first one is a verification during a human to human conversation, for example in a call center. Significant cost savings as well as customer and agents experience improvement are involved here. The other one lies with the implementation of the solution in an ‘IVR’ or a Virtual Agent. Here both text-dependent or hybrid approaches can be used to ensure the authenticity of the client within the first interaction. Finally, the third application is to use voice biometrics to identify one party among many, detecting fraudsters for example” informs Alexey Popov, CEO.
Regardless of the approach chosen, voice biometrics also allows a company to provide personalized services to its customers, once their voice is uniquely detected by the solution. Spitch solution can be installed on Premise as well as on Cloud or hybrid.
A characteristic feature of Spitch is that they have invested substantial time and money into developing their own solution. This solution is part of their complete conversational platform that massively changes the way contact centers work with customers. The reliance on third-party solutions is eliminated with this focused approach.
The feature gives Spitch high levels of flexibility to fulfill the demands of customers. “We are always on the cutting-edge of technology. We are uniquely positioned to function as a one-stop-shop solution provider for B2B and B2C Conversational AI solutions,” adds Alexey.
One of the largest Swiss Banks, Migros Bank, has over 70 branches in Switzerland, 1700 employees and in 2022 made a profit of 240 million CHF. This Bank is well known for its customer-oriented approach. In Migros Bank Spitch integrated a voice biometrics solution that runs in the background during the conversation between the customer and the agent, allowing agents to see the outcome of the identity verification after only a few seconds from the start of the call. Active opt-in (prior consent) is required from customers to start using voice biometrics. The system also does authentication ‘Human to Machine’. This means that customer’s authentication is done on the call while talking to the Virtual assistant.
Spitch’s voice biometrics system was integrated into the bank’s customer centre infrastructure seamlessly. Identity verification by voice biometrics meets all the regulatory and legal standards, including active opt-in, accepted by the majority of our customers. This solution really helps in improving customer experience while reducing call handling time,” says Antonio Zullino Head of Customer Centre Consumer Credit Migros Bank.
“Voice biometrics is language agnostic. We have these implementations from central Asia, to the Middle East and the US. Big partnerships with premier organizations help as go to market for these clients. What we are going to develop further, on the one hand, is the agent’s interface because all AI-related applications tend to play major roles in an agent’s routine business,” continues Alexey.
Spitch will also continue to focus on both online and offline Voice Biometrics use cases, as well remain vigilant against spoofing attack strategies. Alexey concludes, “Our approach differs compared to providers that utilize a platform-based strategy. We continue to offer the greatest possible flexibility, resilience and security.”