Salmat Voice IVR and Voice Biometrics

Capita has acquired Salmat’s UK operations – a specialist provider of natural language IVR and voice verification solutions.

Salmat UK provides consultancy, design and implementation services for the new breed of intelligent speech recognition, verification and self-service solutions which enable contact centre operations to lower their costs whilst delivering outstanding customer service and greater security.

Read the Capita press release here

Natural Language Self-Service

The latest advances in speech recognition have led to a new type of solution called ‘open menu’ which allows customers the freedom to say exactly what they want.

Asking the customer to explain the reason for their call (in their own words) provides a much more intuitive experience and extremely accurate understanding of need, thus enabling intelligent routing to the most appropriate resource.

Voice Biometrics

Voice Biometrics is a simple and highly secure method to identify and verify claimed identities across telephony, web and other contact channels.

Similar to a fingerprint where the various ridges, troughs and curves on a finger provide a distinct method of identification, the differing physical components of a human throat and mouth produce a unique sound which can be analysed, measured and stored. This is known as a voice print.

Voice Biometrics is a secure and unobtrusive method of verifying identity. It does not require any unusual behaviour during either the enrolment or verification stages - speaking is a natural process that we do every day!

The next time you are asked to provide a PIN, password or your mother's maiden name as a form of identification, think about how easy it would be for someone to obtain this information (especially someone who knows you) and then think about how hard it would be to obtain your voice print.

Read more (Brochure, Salmat Voice Biometrics PDF)