MMobile operatir Safaricom has introduced a dynamic voice biometrics system that will enable customers to access services through a quicker and less intrusive vetting process.
Safaricom’s Voice Biometrics system known as Jitambulishe allows customers to use their voices for authentication before accessing assisted services such as resetting M-PESA PIN, and PUK requests, significantly cutting down the steps a customer goes through before they are assisted. The use of a unique voiceprint for enrolled customers will further reduce fraud and identity theft.
To be functional, a pre-recorded registration process will be done. The encryption process will ensure no reverse engineering can be used to hack into the system and pose as another person. Voice recordings are not stored – which means Safaricom’s usual strict protection of customer data is upheld.
“We are redesigning our customer care approach to remain in line with shifting trends in the market and to take advantage of emerging technologies. The introduction of Voice Biometrics will be a major step towards reducing fraud and identity theft, providing us with ways to serve our customers even better.” said Joseph Ogutu, Director – Strategy, Safaricom.
SEE ALSO: Kenya’s growing 4G generation explodes
To activate the service, the customer’s voice patterns are captured and used to create a unique “voiceprint” (similar in concept to a fingerprint), storing it as a secure string of numbers and characters. These attributes help identify and verify callers when they call for customer care.
“Our contact centre agents spend a greater portion of their call time verifying customers over phone. The introduction of this service will ensure that customers get faster and more accurate services. We anticipate that the number of fraud incidents shall also reduce as a result,” said Mr. Ogutu.
Operating the biggest customer care operation in Eastern Africa, Safaricom call centres receive over 300,000 calls a day.
Over the last few years, the company has progressively invested in technology solutions that has improved the level of service provided to consumers.
A few years ago, the company upgraded their technical infrastructure to be able to accommodate even more customers at their call centres. Now over 50% of customers are getting through to customer care agents within 20 seconds. Safaricom has leveraged on digital channels to provide round the clock service to their customers online.
The company has also embarked on an aggressive capacity expansion plan to boost the number of call centre agents in order to enhance their ongoing customer care initiatives.
In addition to customer care services, Safaricom will also offer its products and services through the Voice Biometrics system. The first service to be made available on this system is the recently launched M-PESA for the Visually Impaired solution. By dialling 100 or 234, visually impaired customers can identify themselves by their voices before having their M-PESA balances read out to them. Safaricom plans to gradually introduce more M-PESA services through the system.
Ruto promises tough action of corrupt individuals
Deputy President calls on the Director of Public Prosecution and the Ethics and Anti-Corruption Commission to move fast and bring...
Shaving pubic hair increases STIs risk, survey shows
Pubic hair grooming has also been linked to an increased number of sexual partners, as people that frequently groom their...
Protests as police force bearded female tout to undress
The abnormal, excessive growth of thick hair in areas not commonly associated with women is as a result of hirsutism,...
Top Pipeline officials homes raided in Sh647m fraud probe
EACC CEO Halakhe Waqo said anti-graft detectives seized several documents and records from the raided homes, and would use them...
Law firm to appeal 15-year jail term for woman who slept with 16-year-old boy
In her defence, Judith Wandera said looking at his physical appearance, the boy did not appear a minor
CITAM signs deal to live stream church services to Gen Z
Church says network will enable it to faithfully live out its vision with this generation, which comprises the pre-churched, un-churched...
Kenya now blacklists Miguna Miguna
The move is seen as aimed at avoiding another ugly specter at the Jomo Kenyatta International Airport similar to the...
British pensioner guilty of Kenya ‘holiday ‘ rape charges
The Crown Prosecution Service (CPS) said Keith Morris, 72, befriended the young victims' families over the past 20 years, giving...
US surrogacy agency withdraws from ‘perilous’ Kenya
Sensible Surrogacy now recommends new lower-cost programmes in the United States, which it says are completely safe and have the...
Kenya to reform laws to enhance biodiversity conservation
Tobiko says the ministry of Environment has formulated and reviewed laws and regulations to implement the provisions of the constitution...