Call centre authentication with Matt Smallman, Founder, SymNex Consulting

Call centre authentication with Matt Smallman, Founder, SymNex Consulting 1747 1241 Rebecca Christie

Hear from best selling author and voice biometrics expert, Matt Smallman, on how to utilise technology for voice authentication.

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Presented by Deepgram and Symbl.ai

Presented by DeepgramDeepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform. This AI architectural advantage means you don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit:

Presented by Symbl.aiSee how easy it is to add simple but powerful call coaching and call tracking functionality to your customer experience solutions with Symbl.ai’s customizable Conversation Intelligence APIs. From calls to videos to text conversations — apply best in class contextual AI in no time by getting started for free.


Unlock your call centre

Voice AI has come a long way in the last few years. Why, then, do we still get asked to provide secret passwords, shoe size and your mother’s pet fish’s maiden name before anyone at any company will speak to you about your needs?

The scope and quality of AI-mediated interactions that are now possible is incredible, but there remain fundamental security challenges that are difficult to overcome. For many interactions, we need to know who the user is claiming to be and be confident that they are that person. Most of these challenges keep companies stuck asking silly quiz questions to validate who you are, instead of using technology to make it easier.

Matt Smallman’s new book Unlock Your Call Centre: A proven way to upgrade security, efficiency and caller experience covers these challenges in forensic detail and lays out an approach to resolving them using modern technologies such as Voice Biometrics and Network Authentication that is as applicable to Voice User Interfaces as it is to the Call Centre.

Matt’s book is launched today and he will be joining me live (5pm BST, 12pm EDT, 9am PDT) on the VUX World podcast to discuss the book and it’s implications for Voice AI. You can join us live and be able to ask questions


00:00 Intro and welcome Deepgram and Symbl.ai
04:08 Introduction to Matt Smallman
05:58 About Matt’s “Unlock your call centre” book
10:51 Current authentication in call centres
15:50 How accessible voice security is
26:34 How the voice AI technology has been improving
29:58 What is involved in onboarding voice biometrics
35:09 Other forms of call centre authentication
40:36 Agent authentication
42:15 Who flags up security, the computer or worker
45:14 Verifying common phone numbers
50:00 Fraud prevention
1:00:03 Centralised verification
1:03:07 Outro


Download Unlock Your Call Centre on kindle US

Download Unlock Your Call Centre on kindle UK

Buy Unlock Your Call Centre

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