The Voice Authentication process in Talkdesk Identity™ involves capturing the caller’s voice and analyzing it.
The captured audio captured constitutes Personally Identifiable Information (PII) data, so before enrolling a caller, you need to obtain the caller’s permission to opt-in to voice authentication.
The caller can ask for their voiceprint to be deleted at any time.
Is the granted consent considered for performing active and passive voice authentication?
Yes, the request for consent applies to both active and passive voice authentication.
Can the consent (opt-in) be triggered by an agent?
Yes, an agent, while on a call, can trigger the opt-in of the user into voice authentication in the Identity tab inside Talkdesk Conversations™.
Can the consent (opt-in) be triggered programmatically?
Yes, using the externally facing endpoint Voice Biometrics Opt-In API.
Can the system be instructed to delete (opt-out) a caller’s voiceprint? What does that mean?
Yes, once triggered, the system will delete the caller’s voiceprint. The system deletes active and passive voiceprints for the respective caller.
The action is non-reversible, meaning the caller can be enrolled again into voice authentication, but new voiceprints will have to be created for both authentication types.
Can the delete action (opt-out) be triggered by an agent?
Yes, an agent, while on a call, can trigger the opt-out of the caller of voice authentication in the Identity tab inside the Conversations app.
Can the delete action (opt-out) be triggered programmatically?
Yes, using the externally facing endpoint Voice Biometrics Opt-Out API.