End State Vision

1
Bells Voice Identification Service
Charles Giordano Fred Mackenzie November 3rd,
2006 CACR Conference
2
Privacy Speaker Verification

• Identify theft is real and growing
• Often occurs without our knowledge.Once stolen,
  difficult to recover
• Marital break-ups, Mail stolen, Wallet stolen,
  Elevator conversations
• Pre-texting has resulted in numerous criminal
  incidences
• Identification is one of the larger
  vulnerabilities that companies operating call
  centres have

Informational Self-Determination The
information about an individual belongs to that
person, and is to be communicated, or not, as
the individual determines
3
High Consumer Acceptance of Biometrics
Acceptance of biometrics was 69 Voice
recognition had one of highest acceptance rates
at 84 Convenience was the 1 reason
cited Faster transactions and increased security
also scored high
Source Ponemon Institute
4
Speaker Verification Bell

• Bell is recognized for its leadership in the
  protection of the privacy security of our
  customers personal information
• To be used solely to identify/authenticate
  customers to enhance the customer experience
• Will only be used within the Bell family of
  companies
• To be launched only with permission
• Currently, CSRs ask customer for multiple forms
  of identification before serving customer

5
Voice Identification Service (VIS)

• Voice-based Authentication
• Addresses customer experience impact of security
  validation procedure
• Technology is currently installed in Morgan
  Stanley, ATT, Dept. of Homeland Security
• First time technology to be used on such a large
  scale
• Privacy protective highly secure use limited to
  identification
• Voluntary customer in control

6
Process

• Performance will vary with quality of audio
  signal variation between enrolment
  verification device
• Recommend enrolment takes place on device likely
  to be used for future verification
• Records frequency, cadence and duration of vocal
  pattern so will utilize distinctive aspects of
  voice to verify identity of individuals
  co-users
• Individuals will be asked to repeat a phrase to
  ensure a proper vocal print is capturedwill take
  approx. 1 minute
• One-to-one verification method
• Simple and user friendly but still provides the
  necessary security
• Once identified, will display on CSR desktop thus
  allowing reps. to know the customer was formally
  identified

7
Rollout

• Staff executive trials
• Phase I
• All Bell, Bell-Aliant (within Ontario Quebec
  territory) and Mobility calls
• Sympatico ExpressVu calls that originate in
  Emily and transfer to touch tone self serve
  applications.
• Phase II 2007
• Remaining ExpressVu Sympatico

8
Improving the Customer Experience

• Minimizes privacy concerns
• Reduces identification and length of call
• Consumers most often choose convenience over
  securitybut still expect security
• Expect identity management to be easy
• No complex passwords or access controls