The integration of artificial intelligence (AI) into call centers is revolutionizing the way businesses interact with customers. AI-powered contact centers leverage intelligent automation, natural language processing, and biometric technologies to deliver seamless experiences while reducing costs.
Among these innovations, voice biometrics stands out as a powerful tool to enhance both security and user experience. Veridas, a global leader in digital identity and biometrics, offers a cutting-edge voice authentication solution that transforms AI call centers into secure, efficient, and intelligent environments. In this article, we explore how Veridas’ certified voice biometrics solution supports the development of intelligent contact centers, reduces average handling time (AHT), improves return on investment (ROI), and combats fraud.
The Rise of the AI Call Center
AI call centers, also known as intelligent or AI-powered contact centers, incorporate various artificial intelligence capabilities to streamline operations. These include automated chatbots, predictive analytics, sentiment analysis, and speech recognition systems. The goal is to enhance customer interactions by minimizing friction and enabling faster, more accurate resolutions.
The traditional call center model often suffers from long wait times, high operational costs, and inconsistent service quality. By integrating AI, organizations can automate repetitive tasks, support agents with real-time assistance, and offer customers 24/7 service. This leads to shorter wait times, higher customer satisfaction, and improved agent performance.
Key Features of AI Call Centers:
- Automated self-service and intelligent routing
- Sentiment and intent analysis in real time
- Virtual agents that handle routine queries
- Real-time analytics and reporting
- Integration with CRMs and omnichannel platforms
Transforming Customer Experience with AI-Powered Contact Centers
Customer experience (CX) is now a primary competitive differentiator. AI call centers contribute significantly to CX by providing real-time assistance, personalized responses, and consistent service across multiple channels. AI call center agents, or virtual agents, can manage a wide range of inquiries using natural language understanding, thereby freeing up human agents to focus on complex or sensitive cases.
Veridas enhances this transformation through its voice biometrics technology, which enables seamless authentication during interactions. Rather than answering tedious security questions, users verify their identity simply by speaking. This not only streamlines the process but also adds a layer of personalization.
CX Benefits with AI and Voice Biometrics:
- Faster and more natural authentication
- Reduction in repetitive tasks for agents
- Consistent service quality across channels
- Personalized user interactions
Cutting Average Handling Time (AHT) with Voice Biometrics
Reducing average handling time is a major performance metric in contact centers. Every second saved in a customer interaction can translate into substantial cost reductions and resource savings over time. Traditional authentication methods, such as asking for date of birth or account number, consume valuable time and often frustrate customers.
Veridas addresses this challenge with a voice biometric authentication system capable of verifying users in just 3 seconds of natural speech. This eliminates the need for manual verification steps, allowing agents to quickly resolve issues or move to the next caller. Learn more about this in our case studies.
Impact on Operational Efficiency:
- 3-second user verification using natural voice
- Up to 95% reduction in time spent on authentication
- Improved call throughput and customer satisfaction
- Higher agent efficiency and morale
Real Results: Voice Biometrics in Action
Many leading organizations have already adopted Veridas voice biometrics to optimize their contact center operations. Deutsche Telekom, for example, implemented Veridas’ solution to authenticate users in just three seconds, reducing call time and enhancing customer satisfaction. The shift from conventional methods to biometric voiceprints made the process both more efficient and secure.
Similarly, Mutua Madrileña, a major Spanish insurance provider, integrated Veridas voice biometrics into their customer verification processes. The result was a 95% reduction in verification time, streamlining agent workflows and creating a faster, frictionless experience for customers.
Case Study Highlights:
- Deutsche Telekom: 3-second voice-based customer authentication
- Mutua Madrileña: 95% reduction in verification time
- BBVA: Voice authentication for pensioners and proof-of-life verification
Enhancing ROI with AI Call Center Software
AI call center solutions provide a compelling return on investment by optimizing resource usage and boosting performance. When voice biometrics is integrated into the workflow, it helps to eliminate repetitive tasks and reduces the need for manual interventions. This leads to a significant decrease in operational costs, especially in scenarios involving large volumes of calls.
From an ROI perspective, shortening call durations while improving security and user experience creates a multiplier effect. Businesses gain not only from immediate savings in staffing and infrastructure but also from increased customer retention and satisfaction.
ROI-Driving Factors:
- Reduced AHT and operating costs
- Improved first-call resolution rates
- Increased customer loyalty and trust
- Enhanced agent productivity
The Importance of Secure Authentication in Contact Centers
Contact centers handle sensitive data every day, making security a paramount concern. Traditional authentication methods are not only slow but also vulnerable to social engineering and identity theft. This is where voice biometrics offers a powerful alternative. By analyzing unique vocal characteristics, Veridas ensures that only the legitimate user gains access to the account or service.
Veridas’ technology has been evaluated by the National Institute of Standards and Technology (NIST) and certified by iBeta for ISO/IEC 30107-3 Levels 1 and 2—the highest level of liveness detection. It works across all channels and detects spoofing attempts such as recorded voices or synthetic speech.
Security Advantages of Veridas Voice Biometrics:
- iBeta certification at Levels 1 and 2
- Passive and active liveness detection
- Cross-channel applicability (IVR, app, chatbot)
- Resistance to playback and deepfake attacks
Voice SHIELD: Preventing Fraud with Advanced AI
Veridas goes a step further with Voice SHIELD, an AI-driven module designed to detect advanced voice fraud. This includes the detection of voices played through a speaker, deepfakes, synthetic voices, and cloned identities. It also allows for real-time monitoring and alerts, enabling agents to act swiftly against suspicious behavior.
By leveraging Voice SHIELD, contact centers can proactively protect themselves against fraud attempts, which are increasingly sophisticated and costly. The system analyzes the authenticity of the voice in real time and provides a risk score, which can be integrated into decision engines or security protocols.
Voice SHIELD Capabilities:
- Detection of synthetic and cloned voices
- Identification of speaker playback attacks
- Real-time voice authenticity scoring
- Seamless integration with security workflows
Veridas: The Only Voice Biometrics Provider with Full iBeta Certification
Veridas stands out in the industry as the only company whose voice biometrics solution is certified by iBeta for both active and passive liveness detection, in native and web environments. This level of certification reflects the robustness, security, and universality of Veridas’ technology.
Such certifications not only validate the performance of the solution but also ensure compliance with the strictest regulatory standards, including the GDPR and global data protection laws. For more on this, see our section on regulatory compliance.
Certifications & Compliance:
- iBeta Level 1 and 2 (active & passive)
- ISO/IEC 30107-3 compliance
- GDPR-ready architecture
- Evaluation by NIST and other global bodies
Seamless Integration with Contact Center AI Platforms
A critical factor in the success of AI call center software is integration. Veridas supports easy deployment across all major contact center platforms, including Genesys Cloud, Twilio Flex, Amazon Connect, and custom IVRs. It works with any channel: inbound and outbound calls, mobile apps, websites, and virtual assistants.
Furthermore, Veridas offers flexible implementation options—cloud, hybrid, or on-premises—to accommodate specific operational or regulatory requirements. Thanks to its open APIs and modular architecture, businesses can scale the solution according to their growth and integrate it into existing CRMs, ticketing systems, or authentication workflows without disrupting current operations.
Integration Capabilities:
- Plug-and-play with major CCaaS platforms
- API-based custom integration
- Multichannel and multilingual support
- Cloud, hybrid, or on-premise deployment
Use Cases Across Industries
Voice biometrics in AI contact centers can be applied across diverse industries. In banking, Veridas is used for remote onboarding, customer authentication, and “proof of life” verification for pensioners. In telecommunications, it secures high-risk operations like SIM card activations and account modifications.
In the insurance and energy sectors, voice biometrics simplifies user authentication, improves accessibility, and ensures compliance with identity verification requirements. Even public institutions and government agencies use Veridas to verify citizens’ identities during digital onboarding and service access.
Industries Benefiting from Veridas:
Looking Ahead: The Future of Intelligent Contact Centers
The adoption of AI in call centers is accelerating, driven by customer demand, technological maturity, and competitive pressures. Voice biometrics, especially when combined with other AI tools, is set to become a cornerstone of intelligent contact centers. The key trends include increased automation, personalized services, fraud prevention, and regulatory compliance.
As companies continue to digitize, having a secure and efficient contact center AI solution is no longer optional—it’s a strategic imperative. Veridas, with its proven expertise and innovative approach, is positioned to lead this transformation. By enabling real-time, secure, and seamless interactions, Veridas is helping organizations build trust, reduce costs, and thrive in a digital-first world.
Trends Shaping the Future:
- AI-human collaboration for higher value interactions
- Expansion of voice-based services
- Rise of proactive, predictive customer engagement
- Greater focus on compliance and ethics
FAQs: AI in Contact Centers
What is an AI call center?
An AI call center uses artificial intelligence to automate and enhance customer service operations. This includes AI agents, intelligent routing, predictive analytics, and biometric authentication.
How does voice biometric authentication work?
Voice biometrics analyzes a person’s unique vocal features to verify identity. Veridas requires only 3 seconds of natural speech to authenticate a user with high accuracy.
What makes Veridas voice biometrics different?
Veridas is the only provider certified by iBeta for Levels 1 and 2 of liveness detection across native and web environments, both in active and passive modes. It also supports real-time fraud detection through Voice SHIELD.
Can Veridas integrate with my current contact center software?
Yes. Veridas offers plug-and-play integration with leading platforms like Genesys, Twilio, and Amazon Connect, as well as custom integrations via API.
Is Veridas compliant with data protection regulations?
Absolutely. Veridas complies with GDPR and other international standards. It ensures secure, encrypted, and anonymized data handling at every stage of the process.
