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[This article is prerelease documentation and is subject to change.]
Important
You're responsible for configuring and using this Biometric authentication and enrollment functionality in compliance with applicable law, including but not limited to biometric and privacy laws (for example, BIPA and the GDPR), including: (i) providing notice to data subjects, including with respect to retention periods and destruction; (ii) obtaining legally sufficient consent from data subjects; and (iii) processing and deleting the biometric data and biometric identifiers. Biometric data and biometric identifiers will have the meanings set forth in applicable biometric and privacy laws and include equivalent terms set forth in any applicable law. You will defend and indemnify Microsoft against any claims made by a third party related to this biometric functionality, including but not limited to the adequacy of consent.
Biometric authentication is a voice-security service that verifies a customer's identity from their voice during a natural conversation. Alongside knowledge-based questions, PINs, passwords, or one-time passcodes, biometric authentication combines voice biometrics, synthetic-speech detection, and anti-spoofing signals to confirm that callers are who they claim to be. Because verification happens passively as the customer speaks, biometric authentication reduces friction for the customer and shortens the identity checks that customer service representatives (CSRs) perform on every call.
This article shows you how to enable voice biometrics for human-to-human, third-party Contact Center as a Service (CCaaS) interactions. After you enable and save the configuration, you can deploy voice biometrics to a voice channel.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Prerequisites
- Administrator access to the Contact Center Intelligence portal.
Enable voice biometrics
Enable voice biometrics from the Contact Center Intelligence portal, and then review or adjust the authentication policy before you save.
Sign in to the Contact Center Intelligence portal with administrator privileges.
Go to the Voice biometrics section, and then turn it on.
Review the Authentication Policy configuration. The default configuration is fully functional, so you can keep it as-is. To change the default behavior, update the configuration. For details, see Configure Biometric Authentication in Contact Center Intelligence.
Save the configuration.
After you save, voice biometrics is ready to deploy to a voice channel.