» jun 9, 2003 speaker verification secure and efficient, deployments in finance and banking...
TRANSCRIPT
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Speaker Verification
Secure AND Efficient, Deployments in Finance and
BankingJonathan Moav
Director of Marketing [email protected]
m
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•Founded 2000
• Verint (Comverse Infosys) (NASDAQ:VRNT) Spin-Off
•Technology being developed for the last 6 years for Military & Security applications
•Security and monitoring implementations.
Persay -The Company
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What is Speaker Verification
The ability to verify who you are in a Secure and Efficient way,using your voice.
Voice as a signature
Why use Voice? - Voice is Unique Voice is a biometric measure like fingerprint, Iris scan, etc
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First Direct Bank Contact Center
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The challenge
Current access process• Verification questions
- The X letter of:
• Your first school ?• Your best friend’s name?• Your mother’s name?• Your grandmother’s name?
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• Service Irritating the customers
• Cost 20-30 seconds of agent time every call
• Security Low level of security
• Business Spending time with verification rather
then the call reason
Issues with existing process
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The need:
A Secure and Efficient solution
The solution
Verification questions - The X letter of:
• Your first school ?• Your best friend’s name?• Your mother’s name?• Your grandmother’s name?
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Persay VocalPassword
Persay FreeSpeech
Secured Transaction
Customer
IVR Transaction
Transaction
Live Agent
ACD
Persay Solutions
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Authentication is performed while any natural conversation between people is being conducted
•Totally Language and accent independent
•Initial training for voice signature creation is seamless,natural and easy
• Continues authentication - The Ability to continuously authenticate the speakers during the conversation, without interfering with the call
NaturalDialog
Persay FreeSpeech
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• Do not want to change customer call flow
• Keep the process transparent to the customer
• Not add new process to agent (explaining enrolment)
Why choose FreeSpeech
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Numbers
•Working since July 2001
•86,000 voice signatures stored in the system
•Average call duration reduced by 17 seconds
•95% of callers authenticated only by their voice
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Transaction Verification
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Content + Voice matching Immediate Response Highly Robust – mobile / fixed line, voice
variations due to cold, etc. Simple enrolment – chose your V.Signature
and repeat it 3 times. Example: Customer: “John Smith 07631”
any language, any content!
Persay VocalPassword
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Authorized Directory assistance
Remote data access
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Other applications usingPersay Speaker Verification
• Customer / Internal Password reset– More then 30 % of calls are in regards to forgotten passwords,
this offers a automated process that’ saves time and money to the bank
• Internet banking access using Speaker verification• Time Attendance
– The ability to report time from remote using phone and voice as the biometric identification of the employee. Caller id or location based services
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Architecture
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The Persay Solution
Persay Authentication Platform
Persay FreeSpeech™
Persay VocalPassword™
Applications Transaction Verification
Time Attendance
SystemAccess
Password Reset
Voice Portal
Identity Verification
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System Architecture
Administrator
CTI / CRMServer
CTI Link
LAN
E1/T1
ACDIVR
Operator
Operator
Internet
VocalPassword
FreeSpeech
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Administration
Visualization
Reports
Alerts
Call CTI data
CRM info
Call business data
External info
Phone ,Cell
Persay Verification
Platform
Many info sources
Open Architecture Integratedinto Call center environment
VOIP
Many Audio
sources
WEB
IVR info
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Collecting a voice
signature
Collecting a voice
signature
Automated Training Automated Training Voice Print Creation
Verification
Verification
Comparison and
Decision
Enrollment
Initial training of voice print VocalPassword: 2-3 repetitions of pass phrase FreeSpeech:3 calls of ~ 1 minute long Any Language any accent