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Voice biometrics is an identification tool that identifies and verifies users by analysing their voice and comparing it to a voiceprint on file.
Voiceprints and the use of voice biometrics creates business risks in a number of areas. The need for explicit consent from customers to use voice biometrics creates new risks for customer experience, privacy and data security. HMRC (the UK’s taxation authority) was forced to delete 5 million voice recordings after its voice biometrics solution was found to have breached data protection rules. And the BBC has demonstrated that voice biometrics can be fooled by mimicry.
An alternative to voice biometrics is conversational ID&V – a more affordable way of automating customer identification and verification through natural conversation. It integrates seamlessly into existing security practices of call centers, avoiding the security risks of voice biometrics.
