TalkTalk releases new voice tech for customer calls
Mar 21st 2016, 09:18 by Nathaniel Dalby
TalkTalk has begun the rollout of new technology which will further increase the security of its customer service.
TalkTalk customers will be able to access their accounts via voice recognition over the phone, with the new technology able to recognise who is talking.
This is in a bid to make customer service calls safer by removing the need for customers to hand over their details to prove who they are.
The tech also removes the danger of scam callers attempting to steal information via cold calling.
As well as security reasons, TalkSafe is also thought to reduce the time customers spend in a call on average as they won’t have to repeat their details when they are moved on to a different adviser.
Consumer Managing Director at TalkTalk, Tristia Harrison, said that TalkTalk aimed to a bring a simpler, more streamlined experience to customers.
"We’ve listened to what our customers have told us about wanting a simple, secure service. TalkSafe is an important and exciting step on that journey.”
"As the first UK telecoms provider to roll out voice biometrics as standard, we’re proud to be leading the way in making this advanced technology accessible to millions of homes across the country at no extra cost."
Customers will be able to choose whether or not they use the service, and will be given an option to set up a TalkSafe account the next time they call TalkTalk.
This process asks customers to repeat a phrase 3 times so that the software can create a voice print, which TalkTalk believes is one of the most secure forms of identification.
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