VoiceSign TM Solution. Voice Signature Overview

Transcription

1 Voice Signature Overview VoiceSign adds 'speak on the dotted line' to transaction processes. Both business and client benefit from convenient and secure transaction verification process. How it works At the point where a transaction requires a signature, the sales agent will conference dial the VoiceSign service with the customer on the line. The agent will be asked to enter their account ID and some basic state and product information. Following a legal script that is read to the caller, the system prompts the customer to say a series of four digit codes that samples their voice and creates a voice print digital signature that can be used to authenticate the person voice. The system would then a confirmation to the agent as proof of signature. The signature confirmation would also be available online via a voice services administration tool. VoiceVault stores both voice print and a call recording of the electronic signature permanently in case of attempted repudiation by the caller. The Mission: Improve service and quality to customers while reducing costs and increasing close rate. The Solution: Use VoiceVault to provide VoiceSignTM technology to replace a hand-written signature on enrollment applications, underwriting counter-offers, authorizations, or almost anywhere a signature is required. The Result: Increase customer satisfaction Increase close ratio Increase sales Decreased sales costs

2 Your voice is unique to you VoiceVault uses spoken words to calculate vocal measurements of an individual's vocal tract. Sophisticated algorithms convert these measurements into a voice print a unique digital representation of an individual's voice. A voice print is not a recording, set of words or a wave pattern of a voice. It cannot be played back or used for any other purpose than a comparison with subsequent voice prints.

3 Voice Signature Overview One-off enrolment process generates biometric measurement of the callers vocal tract The computer converts the vocal measurements of the caller into a unique digital voiceprint You cannot hear a voiceprint or play it back = voiceprint 243ddf333480w kk0l.

4 The VoiceVault online tool was developed just for WellPoint to support the voice services system including voice biometric signatures and voice recording. It provides users with the following key features: Voice Services user setup and maintenance Self service voice signature retrieval Self service call recording retrieval Underwriting replay of signature and recording Usage reporting Transaction monitoring

5 Case Study: Voice signature has become an incredible asset to my day-to-day sales. My clients love the instant gratification. Most people prefer to complete an application over the phone in five minutes rather than taking time to log in to complete it online. Inside Sales Representative, Individual Central Region

6 Call Flow 1 A customer shopping for coverage phones an agent. 2 Agent collects the enrollment application information then dials the voice signature number. 3 Agent follows the prompts and enters their account ID, product, and customer 4 information. Systems asks the customer to confirm they agree with the legal statement then has the customer voice sign the application. 5 Systems stores the voice signature and sends a notification to the agent with the confirmation ID.

7 Agent Action: The agent will follow the prompts at the start of the call in order to collect the agent and product information. The system verifies the agent has registered to use the system then begins to record the call and reads a legal statement to the customer. Customer Action: The customer will listen to the legal statement then hit the pound (#) key on the phone when prompted to affirm agreement. The system will then ask the customer to speak a numeric code which the system will verify and convert to a voice print.

8 Verification Over 100 different calculations and tests are used to compare a previously enrolled voiceprint with a voice print generated at the time of verification all in less than a second. This unique biometric verification process enables VoiceVault to deliver a range of ultra reliable and highly secure voice verified services. Robust for real world use Special filters and algorithms are used to eliminate background noise as well as to detect and reject any attempt to use voice recordings. Because verification is based on vocal physiology, accuracy is not affected by the caller having a cold. It even adapts voice prints over time to take into account the ageing effects on the voice. Works across all types of phones Unlike other voice verification systems, VoiceVault is a true 'cross platform' system. This means the same caller can be accurately verified again and again regardless of the phone they are using a mobile phone, fixed line, speakerphone or even the internet.

9 Contact your producer support unit or sales representative if you have any questions. If you experience any issues with using the system, call Anthem- 1 ( ) or [email protected]. System down problems may be reported directly to the vendor by sending an to [email protected].

10 Quick Start VoiceSign TM Solution