As technology advances and the world shifts more and more towards electronic and online platforms, new means of digitally identifying individuals are constantly being introduced.
One such digital identification tool which has been experiencing a surge of use over the last three to five years is voiceprinting—technology which authenticates individuals with voice alone.
In fact across the globe, several organizations including banks, credit unions and government agencies are already making use of this technology.
In 2016, for instance, Citi was reported to have launched a project to automatically verify a customer’s identity by voice within the first few seconds of the conversation. Citi’s adoption of voice printing was presented as a means of reducing time to service by eliminating the manual authentication process—potentially cutting a typical call center call by a minute or more.
Yet while voiceprint technology is being lauded as a security game-changer and a customer-service home run there are undoubtedly privacy and data protection concerns.
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