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The passive test happens quickly enough callers may not even notice that it happened, according to Amazon. If there seems to be a mismatch, the agent will go through the standard screening system to check. If they match up well enough, the call is transferred to an employee who can jump into the reason for the call without having to ask questions about the maiden name of the customer’s mother. The next time the person phones the call center and gives their name, Voice ID can pull up the voiceprint and compare it to the current voice. Those bits are then saved and marked as an individual’s voice file for future reference.
AMAZON VOICE RECOGNITION SOFTWARE SOFTWARE
When an agent or a customer agrees to use Voice ID, the software uses a few seconds of the call to break down their speech biometrics and label elements like pitch, tone, and rhythm.
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Voice ID is designed to skip the often tedious process and make it harder to steal an identity on a call. Usually, businesses rely on asking identifying questions like birthdays, social security numbers, or previous addresses to check if a caller is who they claim. Voice IDĪWS provides the call center platform to clients as a tool for interacting with customers while collecting and analyzing data on those conversations. The goal is to improve security without all of the extra steps usually required to determine who someone is on the phone. The call center service provided by Amazon Web Services will soon use artificial intelligence to analyze an employee or customer’s voice and quietly confirm their identity. Amazon announced plans to integrating voice recognition technology into its enterprise call center platform at its yearly re:Invent conference.