Speech recognition technology – Set up once, and use it every time
VoicePrint is voice recognition technology that allows us to use your voice – as unique to you as your fingerprint – to validate your identify whenever you call our Customer Care Department.
Like your fingerprint, your voiceprint is based on your unique voice. It's composed of over a hundred different characteristics that uniquely represent you (e.g., the shape and size of your vocal tract). No one else has a voice just like you.
For you, this is a layer of additional security that will help you feel more secure and confident whenever you talk to us on the phone. For us, voice recognition helps us to verify your identity and allows us to help you faster over the phone.
Ready to Enroll?
Research shows that a voice is just as unique to an individual as a fingerprint. VoicePrint is a voice recognition system that captures a voice sample from a live caller, compares it to a previous recording, and determines if there is a match.
By signing up for VoicePrint, the authentication process when you call in becomes faster and gives you an added layer of security. VoicePrint eliminates the need for PINs, passwords, or security questions, and makes it possible for you to speak a simple voice pass phrase for authentication.
Voiceprints are encrypted and stored in a secure database behind a firewall, just like any other sensitive data.
VoicePrint has several measures in place to prevent access to your accounts by a recorded playback of a person’s voice. Multiple levels of technology are able to flag whether the spoken voice coming into the system is recorded or live, or whether speakers have changed.
Although newer methods of synthetic voice technologies are able to create a voice rapidly, they do so at the expense of quality. These artificial voices have robotic tones that can be identified by our system, even when the human ear cannot identify them.
There are more than 100 characteristics being measured when it comes to evaluating someone’s voice and matching it against a voiceprint. This includes both physical characteristics – the size and shape of the larynx or nasal cavity, for example – and behavioral characteristics – rhythm of speech, pitch, accent, etc. While behaviors can be easily mimicked, physical voice characteristics cannot, and this prevents impersonators or identical twins from “tricking” the system.
Normal fluctuations in a person’s voice won’t cause the system to fail. However, if someone has a physical ailment such as cold, or the system is not able to identify you due to a high level of background noise, VoicePrint may not be able to authenticate you. In this case, your Customer Care Representative is able to authenticate you through a series of authentication questions.
No. VoicePrint is an optional service to simplify the verification process. If you choose not to participate, or opt out of participation, you will go through our manual verification process when you call in.
Yes. If you enroll in VoicePrint, you have the option to opt out at any time. To do so, please ask your Customer Care Representative to remove you from this service.
No. The voice pattern is recorded only for the purpose of verifying your identity and will not be used for any other purposes.
Not at this time. Currently, VoicePrint is only able to verify your identity through a phone call.