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Talkdesk Identity: Overview

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Talkdesk Identity enables your contact centers’ callers to securely authenticate using their voice.

It is aimed at addressing phone fraud detection and providing a more secure authentication solution. 

Through a General Data Protection Regulation (GDPR) compliant sign-up process, a speech voiceprint is created, encrypted, and stored for future voice verification when the user opts in.

 

How does Identity work? 

When a caller reaches your contact center and the call is assigned to an agent, the agent can see, in Conversations, whether the caller has already been enrolled for voice biometrics. If the caller hasn’t been enrolled yet, the agent will ask whether the caller would like to opt into the feature. If the caller accepts, the agent can click a link and flag the call in Conversations, which will then take the caller to the voice enrollment step that will imprint the voice into the system.

The next time a call from this person reaches your contact center, it is routed to the validation step, where the caller supplies the voice passphrase. It is this passphrase that will be validated against the pre-registered voiceprint. When the call is assigned to an agent, Conversations will display a successful or failed authentication status message, which will help the agent know how to proceed with the call.

At the same time, the agent will be able to verify if the caller’s phone number has been spoofed, and potentially even if the person speaking is actually a scammer. Other phone number insights, like if that number has been part of recent abuse or is associated with a possibly fraudulent caller.

 

Configuring Identity

The Identity authentication feature consists of the following steps: 

  1. Configuration of the Voice Authentication and enroll voice components in Studio.
  2. Voice enrollment through Conversations (only for first-time users that decide to opt in to the feature) and subsequent monitorization of the caller’s authentication in the next calls.
  3. Live supervision of enrollments and authentications in the Identity app.

To configure the Spoofing detection and Phone validation features in Identity, it is necessary to configure the Validate phone component in Studio. Thus, both the Conversations and Identity apps will display the insights corresponding to the callers' phone numbers.

Please check the Identity configuration articles for more information on the features' setup.  

For more information on this product, please contact your Customer Success Manager or Talkdesk Support.

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