Secure your sensitive
customer data with
voice biometrics

AI-powered voice biometrics help to better secure your contact centers in an increasingly unsafe world.

Generative AI – a powerful new tool for cybercriminals

Identity theft is a real and present danger. Cybercriminals have used cunning phishing techniques for years: learning about their victims so they can impersonate them – and commit further acts of fraud.

Contact centres are on the front line, expected to identify fraudsters, stop them in their tracks and protect their customers’ sensitive personally identifiable information (PII). For most companies, that’s a daunting responsibility – and, as more data becomes digitised, one they’re increasingly ill-equipped to take on.

Failing to meet these responsibilities can result in your organisation being hit with hefty financial penalties if your data privacy safeguards don’t line up with an ever-growing number of security regulations, such as GDPR, PCI-DSS, NIC2, or HIPAA. Worse – the reputational damage suffered by your company as a result of failing to protect your customer’s data can cause longer-lasting consequences than any fine you’re forced to pay.
Perhaps most alarmingly of all is that identity theft and data breaches show no signs of slowing down. In fact, the AI revolution we’ve entered into in recent years means the threat to your company’s sensitive data is growing significantly.

With Generative AI, cybercriminals have a new powerful tool. By capturing a sample of someone’s voice, they can use it to create a deep fake: a near-perfect replica they could use to access privileged information.

How to Protect Your Contact Center from Cybercriminals

AI will arm cybercriminals with more diverse and dangerous means of attack – but it also offers your company stronger and more sophisticated measures of defence: voice biometrics are an excellent example of the new AI-assisted tools that will protect your company from fraud and data breaches.

Powered by advanced machine learning algorithms, voice biometrics are always learning and capable of continuously adapting, allowing you to stay one step ahead of cybercriminals attempting to breach your organisation and steal your sensitive data.

Combating deep fakes

Voice biometrics verifies a speaker’s identity based on specific, nuanced behavioral characteristics, including intonation and pacing, that deep fake replicas struggle to replicate.

This technology can also incorporate liveness detection to ensure the voice is coming from a person speaking in real-time rather than a pre-recorded or synthesized voice.

With continuous authentication, you can monitor entire conversations so no sudden shifts in voice characteristics go unnoticed, such as speaker change detection. In other words, advanced security measures are active at all times.

How Do Voice Biometrics Work?

Voice biometrics allow your customers to bypass traditional authentication measures, avoiding the need to remember answers to security questions they might have forgotten. More importantly, they won’t need to recall details that malicious actors may easily guess or obtain from tracking their activities, such as their mother’s maiden name or first pet’s name.

Once a caller agrees to use their voice as a means of authentication, their unique vocal patterns are recorded and turned into data. 

The analysis happens in the background, to either welcome legitimate customers - or prevent fraudsters from successfully committing identity theft.

Subsequently, every time they call, advanced algorithms will analyze their voice to verify their identity.

Legitimate customers are authenticated as they speak. Access is quick and seamless.

If a fraudster attempts access, the system will swiftly identify deviations or abnormalities. At this point, additional security measures can be applied - or access denied entirely.

Comprehensive Security

Your best defense against data breaches comes from combining “Who You Are” authentication measures, i.e., voice biometrics, with other Omilia security services:

Spoof risk analysis

inspects and analyzes phone numbers to determine their authenticity.

Known fraudster list

checks incoming calls against a blacklist of known fraudster voices

User behavior monitoring

 follows the breadcrumbs – determines if someone calls in too often or attempts to gain access to multiple accounts

To discover how voice biometrics can better protect your company’s sensitive data, book a demo of our solution