Aculab updates voice biometrics system with presentation attack detection and adds call center partner

Aculab updates voice biometrics system with presentation attack detection and adds call center partner

A new version of VoiSentry voice biometric system for call centers has been launched by Aculab, introducing extended presentation attack detection (PAD) functionality and other enhancements, the company has announced.

VoiSentry now categorizes suspected presentation attacks based on the technology they use, according to the announcement. The new release also features improved accuracy, due to continued algorithm development and integration of new voice biometric technology, as well as support for deployment with a Docker Container (to a Linux host), and a new API call to check the origin of audio recordings.

“The VoiSentry API provides a palette of functions: enrolment; verification; update; PAD; similarity; identification; and recognise. Using the API, the solution developer retains full scope to tailor their applications to the target businesses’ needs. That means they can implement unique services on a per client basis, with a return on investment across a range of measures, be that fraud mitigation, customer satisfaction (or NPS), ROI, or staff effectiveness – productivity, utilisation, engagement, etc.,” elaborates Aculab Product Manager Ian Colville.

The company says its “combination of machine learning (ML), artificial intelligence (AI), advanced Digital Signal Processing (DSP), and many proprietary and hand-crafted algorithms” yield industry-leading accuracy in real-world situations. Aculab also claims VoiSentry can be quickly and cost-effectively deployed to nearly any automated business or customer interaction solution, whether based on-premise or in the cloud.

“Regardless of the customer interaction channel, users want to present an unobtrusive and intuitive customer experience without having to compromise on security. At the same time, across all market sectors, businesses have to compete in terms of that experience, while fulfilling an overarching obligation to provide the highest levels of security of access to personal accounts and services. However, it’s not just about customer interaction as the technology of VoiSentry can be deployed for many use cases, such as workforce management, temporary employee placement, and the verification of exam takers,” states Alan Pound, founder and CEO of Aculab.

Aculab has also announced a partnership with a leading contact-center-as-a-service (CCAS) provider in the UK to provide VoiSentry into its platform via system APIs.

The CCaS provider will offer enhanced, self-service identification to contact center customers through VoiSentry to enable biometric customer identity verification to significantly reduce the time necessary for identity and verification (ID&V) processes, which take place within the inbound interactive voice response (IVR) call flow.

“The ID&V process is a ‘necessary evil’ on most calls into contact centres, whether for sales or service purposes. Everyone understands that it’s necessary, but no-one likes it, because for sure it’s a cause of frustration,” comments a senior representative of Aculab’s partner. “Now that we’re using Aculab’s VoiSentry, the process will be more secure and convenient, and our customers will benefit from the additional security and reduced call handling times.”

Implementing voice biometrics with a spoken passphrase can allow users of the CCaS platform to provide the highest level of security and convenience to users, and the functionality can be added on demand, Aculab says in the announcement.

“When we created our voice biometric system, we set out to make this advanced technology – usually the reserve of large-scale, big-budget contact centres – available to the mid-market contact centre space. VoiSentry does just that, for less than £1 per seat per day,” says Pound. “Our partner is a long-standing customer of ours, having been with us throughout the evolution of our API-driven platforms from hardware and software to cloud-based. I certainly expect them to deliver a best-in-class CCaaS offering to their customers.”

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