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TalkTalk introduces voice biometric technology for passwords

James Pearce
March 17, 2016

Quad-play provider claims to be first telecoms firm to allow customers to use their voices for passwords when contacting call centres

TalkTalk claims it is the first company in the UK outside of the banking sector to introduce voice detection passwords in its call centres.

The biometric technology, called Talksafe, identifies customers by analysing over a hundred unique characteristics of their voice including the shape of larynx, vocal tract and nasal passage, alongside pronunciation, emphasis and speed of their speech.

The quad-play provider has now opened up Talksafe to its four million-plus UK customer base who contact TalkTalk’s call centres. The system can be used instead of a traditional password service, which TalkTalk claim’s will reduce the time customers spend on a call.

TalkTalk’s consumer managing director Tristia Harrison said: “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 who sign up to use Talksafe will be verified when ringing TalkTalk and saying an agreed phrase. The system then verifies the customers identity before transferring them through to a customer service representative.

The technology is supported by voice biometric technology made by Nuance Technologies.

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