How does Voice Biometrics work?

Voice Verification Voice biometrics works by digitizing a profile of a person's speech to produce a stored model voiceprint or template The tones collectively identify the speaker's unique voiceprint. Voice prints are stored in databases like the storing of fingerprints or other biometric data.

Voice Biometrics is essentially a voice signature, allowing customers to “speak on the dotted line”.

Voice Biometrics software identifies a person through their unique voiceprint. In the same way that everyone has a unique fingerprint or retina, voice biometrics technology is used to identify a person through their voice patterns.

Each person’s voiceprint is created based on the physical characteristics of the throat and mouth and this is then used by the system to validate they're identified on subsequent phone calls.

No two voices are the same; even identical twins have different voice patterns.

After all, we can all recognize our partner’s and friends’ voices quickly and with a high degree of certainty. Most of us can probably also identify our boss and several work contacts within the first few seconds of a conversation.

To put it simply, because of its unique nature, voice can serve as a password, facilitating authentication processes and decreasing the risk of fraud for both organizations and their customers.

How does it work?

Voice Biometrics uses each customer’s voice as their spoken identifier, measuring characteristics such as pitch and rhythm to create a “fingerprint” unique to that voice.

These voiceprints are made using voice biometrics technology that analyses more than 50 unique physical traits of the vocal tract, such as mouth shape and size, nasal passages, as well as behavioral factors including pronunciation, emphasis, speed of speech, and accent.

This enrolment process is usually carried out automatically via a voice portal, where customers call a number and are guided through the process of providing enough speech to create a voiceprint.

The contact center uses their existing call recording systems to create a unique voiceprint for every customer and stores them in a Customer Voiceprint Database (this can be done through a process known as passive enrolment, meaning the customer is not required to do anything).

The system stores no actual voice recordings, so even in the unlikely event that someone gets access to the system, they are no closer to making fake calls.

Once a voiceprint is created, the system requires just a small sample of speech to identify someone, and this is usually provided by a normal initial meet and greet dialogue.

Therefore, when the customer calls again, a matching algorithm is used to compare new voice data with existing data on file. A decision process is then employed to make a system-level decision on customer authentication. If a match is verified then the customer is authenticated.

Their voice is usually matched with the voiceprint kept on record within 10 seconds.

The Voice Biometrics system also stores the voiceprints of known fraudsters in a database and screens incoming calls, proactively notifying the live agent and/or fraud management system upon detection.

The key to this new generation of voice biometrics is its “passive” operation. Calls are silently screened, and no additional questions are asked to match voiceprints. Agents proceed normally until they are alerted to any fraudster detection by the system.  

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