Voice biometrics for CX detects customer age, fraud

Your voice improvements as you age, finding a tiny rougher each and every year. Nuance Communications Gatekeeper voice biometrics technologies analyzes that and one,000 other “micro-traits” that can’t automatically be read by human beings to ensure an elder customer is on the line.

The corporation created the senior age-detection voice biometrics, unveiled very last thirty day period, for its customer Telefonica, to help with improved make contact with centre quantity throughout the pandemic. The Madrid telecom makes use of it to route seniors to priority customer support, with shorter hold out times and protocols to avoid fraudulent account takeover.


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