Voice Biometrics technology for speech impaired users
Aculab is pleased to announce that it’s Voice Biometrics technology, VoiSentry, can be deployed to broaden accessibility, enhance digital independence, and enable a high level of cybersecurity for those with physical and speech impairments.
Voice Biometric technologies are often created, designed, and targeted with a demographic of able-bodied users in mind, meaning AI Biometric technologies can have implicit barriers for other groups.
For example, when calling a contact centre all customers should be able to use the tools that enhance customer interaction. Selecting options through an IVR using a keypad is a barrier for many people with impaired motor function, however replacing these systems with a Voice Biometric system that relies on clarity of diction makes the service more accessible to users with a speech impairment.
VoiSentry calculates voice biometrics based on general characteristics of the sound of the voice, rather than specific words. This means that there are no barriers to the user regardless of their condition, allowing them to positively affirm IVR choices and complete identification and verification checks using their voice. This helps customers stay engaged with the organisation and gives them full accessibility to enable them to manage their accounts.
“I tested the VoiSentry demo to see if the software works for someone who is affected by cerebral palsy and has limited speech and paralysis in their left side. Honestly, I was impressed to find that the application was able to identify and verify me every single time. I made numerous attempts, making different noises to challenge the software. In the end, it demonstrated that it was able to pick up the nuances of my voice in order to get a verification. I’ve not had an experience like that with any of my current service providers which shows how cutting edge VoiSentry is, whilst being incredibly simple for an end user.” - Reece Wheeler, Aculab
As well as this, VoiSentry’s algorithm works by automatically tuning its behaviour to each individual user, and also allows each user’s voiceprint to be updated to track any gradual changes in voice over time, which often occur as a result of bodily changes. This enables VoiSentry to continue to stay aligned with the user following any changes in their condition.
The potential for Integrating VoiSentry for Identity as a Service (IDaaS), or as the first point of verification and identification for call centres means that companies and services can be safe in the knowledge that their identification and verification service is accessible to their entire user-base.
Further to this, providing truly unfettered access to public services and systems is not just a potential benefit to return on investment, it can also be a legal requirement (e.g. the Americans with Disabilities Act, and The Equality Act 2010 UK).