Voice biometrics to improve the customer experience in insurance

As technology advances and is increasingly present in our lives, our behavior as users also changes. At present, a new one is bursting with force in many professional sectors recognition system: the voice biometry. This state-of-the-art system allows the identification of customers through voice and is a tool that insurance companies such as Santalucía, in the midst of digital transformation, have already been tested and implemented in their services.

La voice biometry Or the Vocal imprint It is one of the most secure recognition systems today compared to other traditional authentication methods such as fingerprints, security keys, captchas or ID cards, and has experienced significant growth since 2014.

The vocal imprint is a unique, non-transferable and differentiating element of each of us. It is based on analyzing different characteristics in people's voices, which are determined by physical aspects (nasal cavity or size and shape of the larynx) and behavioral aspects (rhythm of speech or intonation). Through the uniqueness of the voice, which the user or customer has previously registered, we can verify and identify the identity of the speaker in real time, without waiting and with absolute certainty.

Among the advantages offered by this identification technology, it should be noted:

• the convenience and speed of authentication
• access from anywhere to the signing of legal documents or contracts
• the reduction of cases of fraud by impersonation
• streamlining processes
• the reduction of costs
• saving time
• increasing customer confidence
• a better user experience
• a better brand image

In addition to an important sales pitch for the business world, this service is already a reality that allows us to improve the user experience, adapt to the specific needs of a business and significantly increase the security and warranty at the time of carrying out procedures or procedures that require identification.

For Santalucía Seguros the voice is your password. This immediate care service is another example of a company that is already incorporating new disruptive services to its business model, which generates more competitiveness and greater trust among consumers.

Within this scenario of digital transformation, disruptive technologies and greater connectivity in companies, Santalucía Seguros He won one of the awards in 2019 between The 100 Best Ideas of the Year thanks to this voice biometric customer recognition system, highlighting “the ingenuity of this vocal imprint that replaces tedious identification questionnaires (name, surname, policy number or ID)”.

Also, in 2019, the group was recognized in the awards Platinum Contact Center Awards Best Customer Experience in Insurance, awarded by the magazine Contact Center annually, for the voice biometry service, considered one of the best practices in Customer Service.

In short, we are evolving towards voice interfaces and this is where the role of vocal biometrics is making a major breakthrough in the market, as an essential and necessary commitment that provides companies with a more secure, faster and easier authentication service. Therefore, we must prepare our voices for what is to come: What is important will not be what we say, but how we say it.

If you are a customer of Santalucía and don't want to wait on the phone for questions or incidents, don't hesitate to call 900 24 20 20 to register your voice.