The new solution completely transparent for users & supports both fraud detection and seamless authentication of legitimate customers.
Thales has announced a new voice biometric solution for onboarding and authentication as part of the Thales Trusted Digital Identity Service Platform. It satisfies a rising need among mobile operator call centres to combat identity fraud whilst providing a seamless customer experience.
This new technology, developed in collaboration with ID R&D, a recognised industry leader in voice biometrics, strengthens to Thales’ Trusted Digital Identity Platform, which already includes sophisticated identity document verification and advanced biometrics like facial and fingerprint recognition.
In order to detect identity fraud efforts, contact centre operators are required to authenticate the identity of callers. As well as proving ineffective, current processes using Knowledge Based Authentication (KBA) create frustrating delays for legitimate subscribers, compromising the customer experience.
Thales’ automated voice matching system is entirely transparent and unobtrusive for callers and requires no input or training from call centre personnel. It allows to detect fraudsters trying to impersonate customers. This voice matching solution is a collaboration between Thales and ID R&D.Callers’ voices are compared rapidly with stored voiceprints of known fraudsters and individuals associated with suspicious call patterns. With strong performance in the 2019 NIST* Speaker Recognition Evaluation leading benchmark challenges, ID R&D’s technology is recognised as offering unprecedented accuracy, speed and reliability.
Thales voice matching also supports seamless authentication of legitimate customers. With the user’s permission, this opens the door to more secure access to personalised service offers. Thales voice biometrics proved so effective in identifying fraudulent callers after a recent implementation by a leading mobile operator that it is now being extended to new use cases with existing user authentication, to replace login and passwords, all while complying with local privacy regulations.
“ID R&D provides a new generation of voice biometrics that enables superior security and better user experiences. Partnering with Thales to detect and avoid fraud without imposing friction on customers and without giving any clues to fraudsters is exciting,” said Alexey Khitrov, CEO at ID R&D. “With this solution, we offer mobile operators a strong case for deploying voice biometrics to stop fraud during new subscriber enrolment and subsequently strengthen ongoing authentication.”
“Fraudsters are now targeting more and more remote channels like call centers to impersonate legitimate customers,” said Guillaume Lafaix, VP Mobile Connectivity Solutions at Thales. “But the unique characteristics of the voice therefore represent a powerful asset to fight those types of fraud. Captured effortlessly at enrolment, voice biometrics also establish a pathway for enhancing the long-term customer experience.”