Jarosław Sosnowski, Business Owner of Customer Verification at Orange, explains that the company was looking for a method to verify customers they wouldn’t have to remember, i.e. without having to enter a password. or a code. – So it was natural to use the voice of the customer, without the need to speak artificial sentences and build a special conversation script – says Jarosław Sosnowski, adding that now it is enough to simply start settling your case by contacting Orange .
It should be noted that Orange was the first telecommunications operator in Europe to introduce voice verification and opted for such a biometric solution. So far more than 50,000 have used it. customers.
The voice is unique and sure
Everyone’s voice is unique – it is made up of characteristics such as pitch, timbre, timbre, speed of speech, accent, or the way individual sounds are pronounced. The wide variety of these characteristics makes the voice impossible to imitate.
If such a simple form of authentication suits us, it is enough to give consent and when calling the hotline with Max, positively check one of the methods used so far. Max works on the operator’s hotline and is very good at understanding and interpreting user voices.
Who is Max?
Max is an artificial intelligence based voice assistant. Now, when we call Orange, instead of clicking on the numbers on the phone that indicate the subject choice, we just talk to Max and tell him what we need.
Max has very wide possibilities:
He can paraphrase and repeat what has been said
He waits calmly when we’re looking for something – then he’ll say, “OK, I’m waiting”
If necessary, he asks for patience. He will really do anything to help
Can extract multiple statements from one
He can express his appreciation and congratulations, for example for a quick payment
Max is able to help in many areas, incl. will give you invoice amount and payment date, send bank account number, extend payment date, give you PUK code and more. Check out exactly how it can help you.
Verification successful, then only “hello”
Based on positively verified historical conversations or an ongoing conversation with an advisor, the system creates a so-called voiceprint. This is an individual and unique voice business card for each user. Thanks to this, when we call the hotline in the future, our voice will be analyzed in the Orange database to compare it to the voiceprint we left earlier.
The result is great: on subsequent calls, you just need to say what the call is about to go through the biometric authentication process. The system does not require saying artificial phrases – natural conversation is enough.
This type of biometric verification is very efficient and fast, and at the same time safe. – Biometric data of our customers are not shared on the network – they are stored on specially secured servers for this purpose – points out Jarosław Sosnowski from Orange. – It should be noted that we do not use the customer’s recordings for verification, and the digitally written key of his voice is a sequence of many digits that will not be read and used by anyone without our system – he adds . So there’s no reason not to switch to this convenient mode of contact.