The pandemic has changed the way many businesses operate, adopting a global shift to remote work. The shift in work culture has propelled organizations to focus more keenly on bolstering their data security. It is because cybercriminals are increasingly using technologies and digitalization to perform fraudulent activities. In recent years, companies are manufacturing devices and gadgets equipped with voice biometrics. So, it is no surprise that voice technology, among other means of biometrics authentication, is now coming to the forefront as a powerful security solution and enhanced customer experience mechanism.
Voice Biometrics is also referred to as speech recognition or voice authentication or voice recognition. The speech recognition software is a tool that streamlines interactions with virtual assistants such as Siri, Amazon Alexa, Google Home, Microsoft Cortana, etc. With wearables, vehicles, IoT, and other devices equipped with speech interfaces, voice biometrics play a vital role in securing data and access and getting new application opportunities.
The article focuses on the basics of voice biometrics and the benefits this technology can bring to various industry players. Furthermore, it discusses the different vital considerations when implementing the technology and successfully voices biometric deployments.
Market size and Key Drivers
With the increase in the number of security breaches, the ultimate cost is also escalating. Businesses are turning to voice biometric solutions for improved fraud identification and prevention. The global voice biometrics market is increasing, and it is predicted to expand from $1.1 billion in 2020 to $3.9 billion by 2026.
Also, the number of exposed records has increased as compared to before. What’s crucial to note is that the type of data most frequently exposed are passwords and email addresses.
Employees and customers often struggle with remembering multiple passwords and PINs. Thus, they may use the same password for multiple accounts. Some passwords are much easier to crack as they contain simple numbers, date of birth, name of the person, or his close family member. All such data becomes highly predictable and insecure. Cybercriminals quickly access such personal information via social media accounts and hack credentials by guessing or cracking them.
And while attackers increasingly leverage passwords or PINs to steal their target's identity, many organizations still use them. This is where voice biometrics come in handy. Voiceprint technology can turn employees' and customers' voices into unique passwords, enhance security, and improve user experience.
The rising number of fraudulent activities has also accelerated changes in authentication techniques. Despite being more effective than a single-factor authentication system, two-step authentication approaches are still open to cyberattacks, especially to so-called friendly fraud committed by users' family members, friends, and other acquaintances.
Hence organizations have started prioritizing Multi-factor Authentication (MFA) systems that combine the following three factors:
- Something the user knows – the user should provide an answer to a shared secret, for example, the first country or city they visited. This factor can also be referred to as knowledge-based authentication.
- Something the user has – the user should link the account to something they have in their possession, like their email address or phone number.
- It also includes one of the user's biometric traits, such as fingerprint, iris scan, or voiceprint.
While the first two factors can be known and accessed by people who know or interact with the user, introducing a biometric element to the authentication process significantly reduces the possibility of impersonation.
What is Voice Biometrics?
From the earliest biometric authentication, including fingerprints and handwriting, to the most recent, such as face scans and voiceprints, the methods are based on unique personal traits, physical and behavioral, which can establish the users' identity and grant them access to different systems.
The term "voice biometrics" describes a sophisticated system that can identify a person by their unique vocal traits. This is possible because each person has particular behavioral and physical characteristics, including the speed of speech, pronunciation, accent, vocal track, mouth shape, and others,
Thus, a user records a voice sample, and it is processed through the engine. The system can generate the individual's voiceprint using algorithms– a unique digital representation stored in the database. Once the system creates an algorithm-powered voiceprint, it can be used for verification, recognition, or both.
Voice verification
It is the process of validating a specific identity. It uses the enrolment data, namely the voice sample recorded by the user stored in the database, and compares it to the utterance. It's a one-to-one (1:1) matching process; thus, the comparison can be conducted quickly.
Voice identification
It is the method of authenticating a person. It uses the current speech sample and compares it against all of the voiceprints stored in the database. Since this is a one-to-many (1:N) matching process that depends on the database size that has to be analyzed, which may take some time.
Types of voice-based biometric systems
There are three main types of voice-based biometric engines:
- Text-dependent (active voice authentication) – the user has to read some text aloud or say a phrase already known to the system. In such a case, the systems recognition rate is higher, but so is the possibility of cyberattackers recording the user and replaying their voice later to bypass the security system. This is known as a replay attack.
- Text-independent (passive voice authentication) – the user can pronounce any randomly selected text or phrase. This approach is more adaptable than a text-dependent one but is not as accurate. Thus, the more the user speaks, the higher the chance of the system identifying them correctly. The risk of a replay attack is still relatively high because fraudsters can pre-record any sentence said by the user.
- Text-prompted (active voice authentication) – in this situation, the user has to read aloud some text or a phrase randomly generated by the system. This approach offers both sufficient accuracy and a higher level of security. Intruders cannot identify the exact text or term in advance; it minimizes the chances of a replay attack.
Voice Biometrics And Speech Recognition
Both voice biometrics and speech recognition are contactless, software-based technologies that rely on the human voice; they are considered the same. However, they are two distinct biometric modalities.
As described above, voice biometrics powered by sophisticated software identifies a particular user through vocal modalities. This technology recognizes unique biological factors, such as cadence, pitch, and the shape of a person's larynx or lips.
On the other hand, voice recognition software uses natural language processing (NLP) in conjugation with artificial intelligence, allowing technology to understand what a user is saying and responding. This technology simulates real human interaction and gives the user control over technologies by speaking to them.
Critical Challenges in Adopting Voice Biometrics
The introduction of any new system has its challenges, and voice biometrics is no exception. Here are some of the challenges still to be overcome:
- Legal issues and compliance. Users are often reluctant to try something new, and this technology cannot be used without users' consent. So companies should optimize obtaining consent and ensure that users can make informed decisions by providing them with the necessary data.
- Operational difficulties. External factors, such as noise or a medical condition that temporarily impairs the user's voice, may lead to complications in voice authentication, resulting in customer dissatisfaction.
- Data enrolment and maintenance. Once a user gives consent to implement voice biometrics, the company should organize seamless voice sample enrolment. If not optimized, this can be a lengthy and complex process. Moreover, the company must ensure that users' voiceprints are stored securely in the encrypted form once the database is created.
The Benefits Outweigh the Hurdles
The primary advantage of a voice-based system is that people are increasingly comfortable speaking to computers. Most tech devices are equipped with a microphone, so there are no additional deployment costs. Beyond that, the implementation of voice biometrics is cost-effective than other biometric systems, such as iris or palm recognition. Let's check out the key benefits.
Improved Security and Protection
Audio deepfakes have a comparable potential drawback: they can trick AI into believing the authenticity of a voice sample. Even though voiceprints alone cannot eliminate fraud, mimicking or obtaining them remains challenging for fraudsters. Thus, voice biometrics in tandem with passwords and PINs are more challenging to compromise and significantly increase security levels.
Moreover, users prefer and trust companies that encrypt their sensitive information in the digital environment and prevent data leaks. If a company fails to do so, clients can sue for breach of confidence and transfer to similar services offered by their competitors.
Improved User Experience
Memorizing a password or answering a secret question can be difficult for users, leading to a temptation to write them down, introducing additional risk. Users devote a lot of time to the welcome, identification, and verification processes.
There are higher chances of users not passing traditional authentication processes, meaning that the number of users' complaints increases. Voice biometrics remove the stress of remembering passwords and speed up authentication processes.
With their voice as the identifier, users are able to access any services they need instantly. Companies can also leverage voiceprints to connect clients with their support specialists rather than chatbots.
Lower Operational Costs
Companies can reduce costs by introducing self-service features through voice biometrics, when available. Moreover, if users need helpdesk support, companies with voice-based technology can save by decreasing the number of steps involved in the authentication process.
Increased Productivity
In traditional authentication models, helpdesk support specialists usually concentrate on repetitive tasks, like helping users change passwords or unlock their accounts. Deploying a voice biometrics solution with a help desk system frees time for the helpdesk team to focus on more critical studies.
Remote Authentication
People using other biometric security systems such as iris scanning and facial recognition, need to be physically present to be authenticated or to use specific scanners or readers. In contrast, voice-based security is very accessible and perfect for remote authentication.
For example, if a user calls their bank, they use a phone. Now, suppose the bank offers voice authentication for verification and access to services. In that case, the user has the equipment they need and can repeat a phrase or keep talking, depending on the type of voice biometrics used.
Omnichannel Interactions
Voice biometrics can be deployed into communication channels like contact centers, messaging platforms, and mobile applications. An omnichannel experience that seamlessly connects multiple networks allows users to start on one track and continue where they left on the other. It is beneficial for users to get what they need quickly and businesses to increase their user satisfaction and, potentially, their bottom line.
Seven Questions to Answer Before Starting to Implement Voice Biometrics
Companies that want to achieve the best possible outcome from voice biometrics should consider the following seven questions.
What is the business objective?
Before adopting the technology, define the issues you want to address. For example, do you want to add a layer of security, prevent call center fraud or minimize authentication costs? Make sure you define specific metrics that can be used to measure the success of the project. In addition, consider the consequences of not implementing the technology.
How to collect voice samples?
To implement voice authentication, you need to get voice samples from the users. You have to find a way to verify each user's identity before gathering voice samples from them. Think about the optimal way to authenticate your users.
Another step in the process of collecting samples is getting consent from users. According to some laws and regulations, a company gathering and storing personally identifiable information (PII) should notify their customers about it. In some cases, a company needs written consent from users before moving forward.
It's essential to ensure high-quality voice samples. Clear utterances from your users without additional sounds, including other people's voices or background noise, are crucial. The prevailing method of obtaining samples is using a smartphone, landline phone, or VoIP phone that uses the Internet to transmit calls. You can also use tablets and laptops to get voice samples. Since such devices are usually equipped with microphones, it is easy to implement voiceprint in web or mobile apps.
There are two main approaches to obtaining voice samples:
Active Method
The user who is speaking should repeat a specific phrase. Thus, they know that they are involved in the biometric security process. The active method can be sub-divided into three types:
- Static text passphrase – the user is asked to repeat the exact phrase two or three times to create a voiceprint and then one additional time to validate. You can use any phrase you like. Moreover, you can select the exact phrase for all users or a unique word for each one.
- Many voice biometrics providers choose static passphrases because of their simplicity. However, this active method is open to replay attacks.
- Static number passphrase is similar to the static text passphrase, but the user is asked to repeat numbers. Often, companies ask their users to say their mobile phone numbers because most people already know their number, and it's familiar data that rarely changes.
- Random numeric passphrase – the user is required to repeat several digit strings in random order. For every verification attempt, the system generates a new number. Users often favor this type of passphrase because it decreases the risk of replay attack, and there is no need to remember anything.
Passive Method
With this method, the user does not have to say anything in particular. A short sentence, a word, numbers – almost anything will work. Furthermore, the user may not even know about the biometric voice process. The advantages of this technique are that the company does not have to conduct user training, and the user has a frictionless experience.
In contrast to the active approach, creating a solid voiceprint using the passive method may be slightly more complex. Users' enrolment samples consist of a few seconds of phonetically diverse speech. It results in the passive approach being time-consuming both when obtaining samples and when authenticating the user. A company should ensure that all of the behavioral and physical patterns of the user are appropriately captured.
How large and active is the end-user community?
Take into account how many voiceprints you need to capture. Does your user community change regularly (for example, educational institutions have high turnover), or does your database remain relatively stable for a significant period (for example, financial institutions have low turnover)
Capacity and scalability planning is crucial to understand how often you enroll new users and how frequently you have to identify or verify them. Take a look at the daily activity patterns of your users or traffic patterns, if available.
What environment is the system likely to be used in?
Do most of your users need to authenticate from a quiet environment, such as their home, or an environment with a lot of background noise, like a city mall? Assess the likelihood of background noises that could interfere with the use of voice biometrics.
What languages does the system support?
List the languages your system supports and ensure you have the necessary data to create separate models for each one.
Where will the system be installed?
Are you using a cloud provider or your data center for system deployment? In addition, consider whether you need 24/7 availability of operations and a fallback site in case of a data center collapse.
What does enrolment in voice biometrics look like in your organization?
There are three common ways in which voice-based systems are used throughout companies:
- Customer authentication is the authentication of users via an Interactive Voice Response (IVR) system, after which they can make a transaction or acquire data about their account. If a user wants to be transferred to a helpdesk specialist, they are already authenticated, so no additional questions from the specialist are needed. The user can be served immediately.
However, if IVR is not possible, the helpdesk specialist can verify the user’s identity. In such a case, the system uses the passive method of authentication.
- Mobile app authentication involves getting access to a company's app or confirming high-risk transactions by saying a passphrase. The use of typed passwords containing numbers, letters, and special characters typically consumes time, and app usage decreases. Voice biometrics offers a seamless solution that enhances app security and boosts its use rate.
- Employee authentication uses voice biometrics to automate and secure internal processes, from resetting passwords to validating employee identities remotely. Although this use case of the technology is less common than user authentication, its implementation can help companies increase productivity and reduce internal fraud.
Applications of Voice Biometrics Throughout Industries
Voice biometrics offer a helpful solution that can be applied in many industries, including:
- Online learning – even though voice biometrics cannot guarantee that a student is taking their exam without others nearby can ensure that the student is in front of the screen.
- Hands-free interface and authentication – powered by voice biometrics and speech commands, interaction with connected vehicles and devices can also enable biometric identification.
- Parolee monitoring – ankle bracelets are not socially desirable. A parolee can instead use a phone with a GPS chip-enabled. To ensure the phone is not given to any other person, authorities can use voice biometrics to validate the parolee's identity.
- Bank account security – together with passwords or other biometric recognition technology, a voice-based identification system can be used as an additional level of security for making bank transactions.
Conclusion
Voice Biometrics is growing in popularity because of its excellent user identity recognition and robust anti-fraud detection. The convenience and security it provides make it an authentication method applicable in a broad range of industries. The system can align with speech recognition software solutions to offer automatic transcriptions, multi-lingual support, speech-to-text analysis, and appropriate voice recognition.
If you plan to mitigate all types of cyberattacks and augment customer experience, investing in voice biometrics technology and free and open source speech recognition software becomes more than crucial. The popular choices include Dictation Bridge, Kaldi, Simon, Mycroft, Mozilla, and others.
Plus, if you want to gain more knowledge about this unique software tool, don’t hesitate to read the buyer’s guide, where everything related to this technology is discussed in detail.
