Safaricom has introduced a dynamic voice biometrics system that will enable customers to access services through a quicker and less intrusive vetting process protecting them against identity theft and reducing fraud.
The new system dubbed “Jitambulishe” meaning identify yourself allows customers to use their voices for authentication before accessing assisted services such as resetting M-PESA PIN, and PUK requests, significantly cutting down the steps a customer goes through before they are assisted.
The new voice update comes after Safaricom launched an Interactive Voice Response platform for visually impaired customers under its MPESA service.
The platform will initially allow them to query their M-PESA balances, with additional M-PESA services gradually being introduced in coming months.
To be functional, a pre-recorded registration process will be done. The encryption process will ensure no reverse engineering can be used to hack into the system and pose as another person. Voice recordings are not stored – which means Safaricom’s usual strict protection of customer data is upheld.
To activate the service, the customer’s voice patterns are captured and used to create a unique “voiceprint” (similar in concept to a fingerprint), storing it as a secure string of numbers and characters. These attributes help identify and verify callers when they call for customer care.
The overall objective of jitambulishe is to increase customer’s convenience for authentication and to enhance security in a less intrusive manner. Jitambulishe eliminates the need for PINs, passwords or security questions, and makes it possible for customers to speak a simple voice pass phrase for secure authentication.
