Frictionless voice authentication to elevate security and efficiency
Amazon Connect Voice ID, a feature of Amazon Connect, uses machine learning to provide real-time caller authentication and fraud risk detection to make voice interactions faster and more secure. Historically, contact centers have used a time-consuming knowledge-based authentication process where callers have to answer multiple questions based on personal details, like social security number, date of birth, and mother’s maiden name. Amazon Connect Voice ID analyzes caller's unique voice characteristic to provide agents and self-service interactive voice response (IVR) systems with a real-time decision on caller's identity for faster and more accurate verification at a very low cost. Amazon Connect Voice ID also screens for fraudulent actors in real-time, based on your contact center’s custom watchlist, reducing potential losses from fraudulent attacks.
Simple to setup and configure
You can easily setup and configure voice biometrics for your Amazon Connect Instance. First, enable Voice ID in the AWS Console for your Amazon Connect Instance and then easily configure authentication and fraud risk detection using the drag-and-drop functionality of Amazon Contact flow blocks.
Build a highly efficient and secure IVR
Add Voice ID to your IVR to deliver secure customer access to self-service requests such as checking refund status or changing contact information. This optimizes agent time and lowers contact center costs.
ML-powered real-time fraud risk detection
Voice ID analyzes incoming audio and compares them with recordings of known fraudulent actors in your contact center's custom watchlist. During an active call, Voice ID will automatically flag suspicious callers to the agent with a risk threshold (e.g. 'High Risk or 'Low Risk,') — resulting fewer fraudulent attacks on your contact center.
Easy customer enrollment and verification
When a customer agrees to enroll, Voice ID analyzes speech attributes like rhythm, pitch, and tone to create a digital voiceprint, streamlining the authentication experience for customers on their next call. Customers don’t have to say any specific phrases or words, allowing them to maintain the natural flow of conversation.
Customer stories
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Labcorp
Labcorp is a global life sciences company that provides vital information to help doctors, hospitals, pharmaceutical companies, researchers, and patients in more than 100 countries.
Labcorp Diagnostics is looking to improve our call center experience while also improving efficiency. With Amazon Connect, we will be able to better manage our agent queues spanning clinical questions, billing activities, and appointment scheduling; provide end-to-end visibility into tasks; increase agent performance; and produce actionable analytics for us to advance our customer service experience. The cloud contact center’s seamless integrations with other AWS-hosted applications and services will improve agent workflows and decrease training time by allowing us to provide the right information to the right agent at the right time. Additionally, Amazon Connect Voice ID will deliver real-time voice authentication for our clients and agents to provide a frictionless experience that’s more secure, saves time, reduces fraud, and improves customer satisfaction.
Lance Berberian, Chief Information and Technology Officer - Labcorp
Blog posts and articles
New for Amazon Connect: Voice ID, Wisdom, and Outbound Communications
Sébastien Stormacq, 9/27/2021