To distinguish themselves as pioneers in innovative customer services, many leading organizations have recently enhanced existing telephone-based services with speech recognition capabilities to improve customer satisfaction, while increasing productivity and revenue, and reducing costs. Most customers can and do use a telephone to transact routine business and gather needed information. Speech brings a natural flow to more complex transactions. The more complex the need, the longer, more tedious and costly the interaction will be. Many can recognize multiple languages, offering a total solution for conversational transaction processing.
Callers can simply vocalize requests, providing a more natural interface to telephone services.
This, combined with the additional revenue that can be generated, results in significant financial benefits. New technologies are also available to address the security needs of the high-volume call processing marketplace. With the ability to recognize a person s characteristic voice patterns, voice verification can significantly reduce the risk of fraud by requiring callers to prerecord a spoken password and identify themselves by speaking the password each time they wish to access secure information and services. As the frequency and value of telephone-based commercial transactions increase, organizations are increasingly concerned with fraud security. When used in place of, or in conjunction with, existing means of authentication, voice verification can dramatically reduce unauthorized access to secure data.