Voice Biometrics and Voicebots
One obvious approach to automate authentication is to implement an active voice biometric, such as RandomPIN™, just like in a traditional IVR in front of a call center. Active voice biometrics adds an extra layer of security. It is faster than a typical agent KBA interrogation. But on the other hand, it requires explicit enrollment and verification by the caller.
Another less obvious but clever approach is to leverage passive voice biometrics, such as VBG's NaturalSpeech™ technology with a voicebot. A voicebot attempts to engage the caller in more of a natural way. If you capture natural, conversational utterances from the caller as the caller interacts with the voicebot, you now have the makings for a NaturalSpeech voiceprint. By using VBG's model update capability, you can add new utterances, whether on the same call or subsequent calls, to your voiceprint until you have created a sufficiently robust voiceprint. Then on a future interaction, you use one or more utterances for verification.
Several critical success factors exist for a real-world deployment:
You must be able to update the voiceprint with additional speech samples over time and not rely on a single submission to create or verify a voiceprint
You must keep track of whether you have collected enough speech for a robust voiceprint
You need to know whether you have accumulated enough speech for a reliable verification, as it may take more than one utterance to capture several seconds of speech
Fortunately, VBG's RESTful API gives you all this information for each user identity as you make enrollment and verification requests. You don't need to keep track on your end, simplifying your development effort. Your application can stay focused on the user dialog. And only when you have a conclusive result do you need to take action.