Amazon Connect Voice ID is a Machine Learning (ML) powered voice authentication feature for Amazon Connect that makes voice interactions in contact centers more secure and efficient. Historically, contact centers have used a time-consuming knowledge-based authentication process where callers have to answer multiple questions based on personal details, such as social security number or date of birth. Amazon Connect Voice ID analyzes caller’s unique voice characteristics using machine learning to verify identity in real-time without changing the natural flow of conversation. This helps improve agent productivity and contact center operating costs. Amazon Connect Voice ID also detects fraudsters in real-time from a custom watch-list for a contact center instance, improving security of contact center operations.
Source:: Amazon AWS