At last week’s Voice Biometrics Conference, Daniel Hendling, International Program Manager, Sales & Customer Service at Deutsche Telekom, gave a lively presentation of T-Mobile Netherlands’ plans for its upcoming voice biometrics pilot. According to Daniel, complex methods of customer authentication, currently in place, can harm both customers and businesses. For example, customers may get annoyed having to remember different passwords and businesses may see an increase in call handling time – which can lead to customer satisfaction and loyalty issues.
T-Mobile Netherlands selected Agnito’s KIVOX voice biometrics product to achieve the following objectives:
1) Reduce the average handling time spent on caller verification
2) Provide an enhanced user experience
3) Enable reliable self service options in the short to mid-term
Enrollment
• The customer will be prompted to provide their PIN code and repeat three sentences, three times (i.e., “base” voiceprint will be captured and stored in the database)
Verification
• The customer will be prompted to repeat one sentence once (i.e., “sample” voiceprint is captured)
• If the “sample” voiceprint matches the “base” voiceprint, the customer’s identity is verified
T-Mobile Netherlands expects to realize the following benefits from their voice biometrics application:
• Improved customer satisfaction
• Decreased call handling time
• Increased level of security
• T-Mobile Netherlands will be perceived as an innovation leader
The pilot is scheduled to commence July 2010. Stay tuned!
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