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Getting started with voice biometrics - Nuance - ContactCenterWorld.com Blog

Getting started with voice biometrics

Are you interested in, or planning to launch, a voice biometric solution within your enterprise? You’re not alone – as businesses are increasingly realizing how this solution benefits both customers and agents. But it’s important to keep in mind that deploying a successful voice biometric application isn’t just about the technology. It’s about planning ahead and educating your end users. Here are three important strategies to effectively deploy voice biometrics.

#1 – Communication strategy

A successful deployment requires upfront communication. Communicating the benefits of using voice biometrics will help increase the enrollment rate and create enthusiasm around the new service. During this process, explain the technology in easy-to-understand terms – inform users that biometrics allow people to use their voice to identify themselves. Additionally, be sure to highlight the key benefits, such as quick and secure authentication, and never having to remember a PIN, password or answer security questions ever again.

In addition to communicating with customers, businesses must also communicate to agents how deploying voice biometrics will affect them. Agents need to be prepared to help customers with questions. I’d recommend providing an FAQ document with pre-written answers so that quick, informative responses can be given. Agent training should be given approximately 1-3 months prior to system launch.

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#2 – Enrollment strategy

Getting as many customers as possible to enroll is the key to a successful deployment. Generally, callers are most receptive to offers after the issue motivating their call has been resolved. However, with voice biometrics, the most effective time to pitch enrollment is immediately after authenticating the caller. This way, the offer can be positioned as helping the caller avoid the troublesome authentication process in the future. When offering enrollment, lead with the convenience benefit – specifically time savings. Let users know they can use their unique voiceprint to get information more quickly. Additionally, reinforce the idea that voice biometrics offers enhanced security – but do so without casting current approaches in a negative light.

Agents have a significant impact on the enrollment process as well. Since enrollment requires multiple steps, they should be trained on the overall process – including what happens after the call – so they can set customer expectations and maximize completion. For many customers, this will be their first exposure to voice biometrics, so agents should be prepared to address common questions.

#3 – Customer experience strategy

Understanding the challenges presented by traditional authentication methods will help determine whether you will deploy voice biometrics in the IVR, call center or both. Regardless of where the application is deployed, the customer’s experience should be streamlined and consistent.

Voice biometrics can differentiate your business by making the authentication experience natural and effortless. 49 percent of customers say authentication is time-consuming. Voice biometrics improves the customer experience by making authentication quick and easy. Additionally, this technology offers the added benefit of heightened security, as each person’s voice is unique. However, if any failures or missteps do occur, handle them gracefully with informative prompting and fall-back strategies.

By tapping into the power of voice biometrics, enterprises offer simplified and secure experience for customers, while saving agents valuable time and resources. And by following these simple strategies, your voice biometric deployment will off the ground in no time!

Source: http://whatsnext.nuance.com/customer-experience/getting-started-voice-biometrics/

Publish Date: October 20, 2016 5:00 AM


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