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17 Νοε 2013 (πριν από 3 χρόνια και 9 μήνες)

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Bell’s Voice

Identification Service


Charles Giordano

Fred Mackenzie



November 3rd, 2006

CACR Conference

Privacy & Speaker Verification


Identify theft is real and growing


Often occurs without our knowledge….Once stolen,
difficult to recover


Marital break
-
ups, Mail stolen, Wallet stolen, Elevator
conversations


Pre
-
texting has resulted in numerous criminal
incidences


Identification is one of the larger vulnerabilities that
companies operating call centres have










Informational Self
-
Determination:

“The information about an individual belongs to

that person, and is to be communicated,

or not, as the individual determines”

High Consumer Acceptance of Biometrics

Acceptability of Biometrics
69%
12%
19%
Yes
No
Unsure
Acceptance of
biometrics was 69%


Voice recognition had
one of highest
acceptance rates at
84%


Convenience was the
#1 reason cited


Faster transactions
and increased security
also scored high


Acceptability of Biometric Types
84%
45%
46%
85%
57%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Voice
recognition
Facial scan
Eye (iris)
scan
Finger print
Hand
geometry
% of Respondents
Source: Ponemon Institute


Bell is recognized for its leadership in the
protection of the privacy & security of our
customers’ personal information


To be used solely to identify/authenticate
customers to enhance the customer experience


Will only be used within the Bell family of
companies


To be launched only with permission


Currently, CSRs ask customer for multiple
forms of identification before serving customer

Speaker Verification & Bell


Voice
-
based Authentication


Addresses customer experience impact of security validation
procedure


Technology is currently installed in Morgan Stanley, AT&T, Dept.
of Homeland Security


First time technology to be used on such a large scale


Privacy protective; highly secure; use limited to identification


Voluntary: customer in control

Voice Identification Service (VIS)

Process


Performance will vary with quality of audio signal & variation
between enrolment & verification device


Recommend enrolment takes place on device likely to be used for
future verification


Records frequency, cadence and duration of vocal pattern; so will
utilize distinctive aspects of voice to verify identity of individuals &
co
-
users


Individuals will be asked to repeat a phrase to ensure a proper
vocal print is captured…will take approx. 1 minute


One
-
to
-
one verification method


Simple and user friendly but still provides the necessary security


Once identified, will display on CSR desktop thus allowing reps.

to
know the customer was formally identified


Staff & executive trials


Phase I:

o
All Bell, Bell
-
Aliant (within Ontario &
Quebec territory) and Mobility calls

o
Sympatico & ExpressVu calls that
originate in Emily and transfer to touch
tone self serve applications.


Phase II: 2007

o
Remaining ExpressVu & Sympatico

Rollout

Improving the Customer Experience



Minimizes privacy concerns



Reduces identification and length of call



















Consumers most often choose convenience
over security

but still expect security

o

Expect identity management to be easy

o

No complex passwords or access controls