Infrastructure is ripe for voice-recognition, claims VeCommerce

A voice-print can identify an incoming caller more securely than a fingerprint, says voice specialist vendor

Voice recognition is a real answer to the forgotten password problem that accounts for a large proportion of calls to a typical organisation’s help-desk, says Paul Magee, managing director of voice specialist vendor VeCommerce.

With the latest technology, he says, a voice-print can identify an incoming caller more securely than a fingerprint.

“DNA is the nearest to a unique identifier, then an iris pattern, then voice and after that fingerprint and face recognition is the least accurate.”

It may be necessary to ask the caller to repeat a standard phrase, say to count from one to five, but this can be handled automatically.

Rather than provide voice recognition from every workstation, an econom-ical solution is to use it to automate the password reset process. VeCommerce has provided this facility to a number of users.

New Zealand users of the VeCommerce technology include Inland Revenue, which uses it for standard form requests: the caller just has to say “IR3” at the appropriate prompt and the form will be sent out.

“We’ve recently installed a dialler at Coca Cola Amatil (NZ),” Magee says. This automates the task of finding the right person in a company: “The caller just has to say “put me through to John Brown” and the system will dial the right number.

The system can incorporate records of changes — when someone goes to work for a different department, for example — and even synonyms for departments “some people might call it radiology; others would say ‘X-ray’ and you have to be able to handle that.” If all else fails there should always be the option to press zero for a live operator, he says.

Join the newsletter!


Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags voice recognitionvecommerce

Show Comments