Voice Biometrics and ID Management in Call Centers

Voice Biometrics as a Fraud Fighter (Bank Info Security)

The biometric technology analyzes voice characteristics, such as dialect, speaking style and pitch. By collecting and archiving voice characteristics of customers, banks, in theory, could authenticate customers' identities when they call in.

Call center fraud has been escalating. U.S. banks have reported upticks in call-center schemes that rely on social-engineering tricks. The attack: Convince customer service representatives to share or change account details.

The installed base of telephone technology pretty much guarantees that there will be huge incentives for voice recognition technology companies to develop better and better products and for financial companies to adopt them.

This article does a great job with the incentives and challenges of ID management by telephone.

See also:
The Con is Mightier than the Hack
Up to 20% of voice biometric samples could be fooled by ‘wolves’ (UK Register)
Phone 'Line Noise' As ID Management Technique
Voice Recognition ≠ Speech Recognition