Arise Uses Voice Biometrics to Authenticate Remote Customer Service Agents

Arise Virtual Technologies has released a new Arise Digital Companion that automates certain call center procedures. The Companion is part of the broader Arise Platform, which allows businesses to outsource their call center operations to Arise’s team of work-from-home customer service professionals.

According to Arise, the new Digital Companion will make the service more secure, and help brands deliver a better customer experience for those who do call in. On the security front, the Companion uses voice recognition to verify the identities of employees during calls. The platform matches a Service Partner’s voice to a registered voice print to make sure that the person taking each call has indeed been authorized to represent the company.

The Companion will also analyze calls in real time to generate actionable performance insights. To that end, the platform will try to determine a customer’s goal when they call in, and suggest a best course of action based on those context cues. The tool allows employees to be more responsive during a call, and helps businesses refine their approach to service more generally.

Other features include the new Robotic Process Automation (RPA) and After-Call-Work (ACW) automation tools, which automate key administrative tasks during and after each call. Most notably, the platform will automatically generate a summary of each call, and automatically process orders and update customer information.

In doing so, the tools minimize busywork for employees, and free up more time for calls with actual customers. Arise has indicated that the automation features reduce handle time by as much as 20 percent, while the amount of after-call work goes down a full 80 percent (customer wait times go down as well). Finally, the Arise Companion will monitor calls to watch for suspicious behavior, and can escalate in cases of suspected fraud. 

“Service Partners on the Arise Platform are handling more intricate call-types,” said Arise CEO Scott Etheridge. “They need to be prepared to handle emotionally fraught, complex interactions. The Arise Digital Companion ensures the customer’s needs are quickly and efficiently addressed, helping to promote greater trust in the Brand.”

The number of people working from home has increased during the COVID-19 pandemic. Arise is one of several contact center operations offering voice-based security, though providers like Nuance and NICE are usually trying to authenticate customers rather than remote employees.

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September 28, 2021 – by Eric Weiss