Authentication by using voice biometrics

Voice biometrics for identification, authentication and fraud prevention

Challenge

Until the end of 2022, ZKB customers had to be identified and authenticated by employees by answering three “security questions” when calling the Service Center. This cost customers and employees a lot of time.

Nutzen / Benefit

• No more “annoying” security questions
• Continuous authentication during the entire
• entire call.
• AHT is reduced and therefore
• more calls can be answered.
• Better customer experience

Solution

Customers are automatically identified and authenticated when talking to employees in the service center using passive voice biometrics from Spitch.