How Will You Enroll Users?
If you have selected a use case, then you understand the basic requirements that are needed to perform voice biometrics. However, have you given thought as to how you will enroll them?
For active use cases, you will need to somehow notify users that they need to create a voiceprint (can be optional or mandatory). Will you have any opportunity to educate them first, perhaps with a website, or via an insert in a monthly statement, or some other manner? Or, if a call center scenario, will you have your agents introduce the voice biometric system to callers personally? Or, will you use an opt-in option in your IVR system?
There are many possibilities, but if you are actively enrolling users, you should try to educate them as to the benefits of their participation. You should also give them guidance about where they should be speaking, the types of devices that work best, etc. A little up-front education and planning can provide many positive benefits to all parties.
And don’t forget legal and compliance-related issues when considering enrollment. For instance:
How will you authenticate your users prior to enrolling them? You want to make sure that you are dealing with a good and valid user before accepting speech samples from them, so make sure you have a good process in place with integrity.
Will you be asking your users for consent? Many new laws and regulations now require companies to notify users that Personally Identifiable Information (PII) such as voiceprints is going to be collected. And in some cases, there is a requirement to have written consent before continuing. Have you determined if this is necessary for your application or not?
Another activity-related consideration is the daily usage patterns of your users. Do you follow a standard U.S. business day, or do you have global, 24/7 traffic, or do you have highly “spiked” request traffic, such as might occur when checking-in shift workers? If you have any usage histograms that show likely traffic patterns, workdays and weekend days, this can be very helpful to capacity and scale planning.