Voice
Voice biometrics are commonplace in customer authentication systems for government agencies, banks, and other financial institutions – largely due to the significant volume of customer service interactions delivered over the phone.
The unique characteristics, variability, and types of passphrases used in these types of systems provides significant challenges in performance, vulnerability, and usability.
Voice biometrics are used:
Typically, in over-the-phone service delivery, where traditional authentication methods such as knowledge-based verification fail to provide satisfactory results.
Sometimes in support of digital services such as in-app experiences.
With fixed wording, such as universal passphrases, user-selected phrases, or phrases related to distinct customer information (such as their mobile phone number).
With arbitrary wording, such as might be observed in conversation between a customer and a contact centre agent.
In conjunction with other identity security measures such as risk scoring for particular transactions or interaction types.
For investigation of fraudulent activity in which a small set of bad actors attempt large-scale attacks on customer service facilities.
What Could We Provide?
BixeLab provides testing, analysis, and tuning services for voice biometric systems that increase usability and security, investigate fraud potential, and identify performance problems. Ensuring ongoing analysis of operational data is of increased importance for voice biometric systems. We can provide in dependent periodic analysis and reporting against performance targets and service level agreements.
Our services provide a full understanding of matching accuracy, quality problems, and potential system vulnerabilities. Understanding these factors ensures that targets are met, quality is appropriately tuned, and fraud cases can be identified. Knowledge of this will equip you with the information to confidently make decisions regarding system upgrades and apply new tuning or configuration models to your system.
Services applicable to voice recognition systems:
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Algorithmic performance, ISO/IEC 19795 ‘Technology’ style
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System performance including e.g. capture processes, ISO/IEC 19795 ‘Scenario’ style
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Operational performance assessments
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Presentation Attack Detection systems for protecting against vulnerabilities
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Bias testing, for fairness across all target demographic groups