Swisscom to Use Voice Recognition for Customer Service Calls

Swisscom to Use Voice Recognition for Customer Service Calls Image Credit: Swisscom

Swisscom is launching another innovative product to provide better customer care service. The Operator is launching Voiceprint, a new software for voice recognition that enables an even faster and more secure identity check than before for its customer care service.

According to Swisscom, with the steadily growing availability and usage of online services, it is becoming easier and easier for potential defrauders to gain access to personal data on the Internet and to present themselves as a different person. 

The system which is already established in the banking sector and is being successfully used by the likes of Barclays and First Bank, can clearly and quickly identify a customer starting with the second call. With the system in place, customers no longer have to answer any more security questions. 

While the caller speaks, Voiceprint, in just a few seconds, measures different voice characteristics such as frequency, speed, pronunciation and accent. Customer conversation however will not be stored. If the customer does not want a voiceprint recording, he can deactivate it in the customer centre or tell the account executive on the hotline. These customers will continue to be identified using security questions.

Tongqing Pascal Jaggi, Head of Customer Care at Swisscom
With Voiceprint, we are offering our customers on the hotline the leading edge security standard and in this way we can protect their sensitive data even better..

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at)thefastmode.com, or reach him on LinkedIn @raysharma10, Facebook @1RaySharma

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