As voice biometrics has been gaining mainstream awareness, more companies are convinced to use the technology. Although voice biometrics itself is a state-of the art technology which provides numerous business benefits, it has to be tailored carefully since the quality of an implementation determines the overall success of any project.
A successful implementation means a long process which requires coherent teamwork and focused efforts of various parties such as IT, security, and customer services/call center. For an outstanding deployment, there are some points need to be taken into consideration:
Everything starts with POC
POC process which can be defined as a rehearsal of the implementation can give an idea about the use and functionality of the technology. During this process, it is important to define goals of the project and apply various tests to measure the effectiveness. Using rich demographic data can help to create real world scenarios in a way that reflects customer usability. Continuous tests contribute to comprehensive evaluation which helps to see the probable bugs and find solutions to fix them. A successful POC paves the way for a smooth implementation.
Clarity in project goals and the expected results
Each project is a tool to serve achieving specific goals and setting realistic goals makes it easy to reach measurable outcomes. While setting goals it is also important to adopt a versatile approach which lets organizations to see the big picture. For instance, although having higher accuracy can be one of the primary goals, customer satisfaction must be considered as an important outcome that need to be reached which can be evaluated by setting goals regarding customer retention and customer acquisition. It is also possible to evaluate financial contributions of the technology by measuring its influence on average handle time and so on.
Continuous information with effective communication
Taking an easy-to-understand and clear communication approach speeds up the adaptation process of the technology. All parties in an organization need to be informed about the technology and included in the dialogue about deployment process. Continuous information must be provided in order to update people about ongoing steps of the project. A plain and simple language must be preferred instead of using voice biometrics jargon in order to make sure that each party clearly understands the benefits of the technology. Not only internal customers but also end users need to be informed clearly. By using various communication tools in an integrated way organizations can help users adapt to the technology easily.
Looking through users’ eyes
Since customer satisfaction is among one of the most indispensable goals of any project today, success of a voice biometrics deployment depends heavily on providing enhanced customer experience. Keeping this mind in all phases of the project, helps provide a better customer service. For instance selecting a simple and easy-to-speak passphrase would facilitate users’ work in enrollment process. Another point that needs to be considered is the threshold of the biometric score which is the main mechanism behind the acceptance or rejection of a user’s authentication. Setting an inappropriately high threshold for the sake of higher security may result in false rejections and calls which end up with customer representatives. Setting a convenient threshold however helps users to complete their transactions in an easy and secure way and contributes to a faster adaptation.
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