SKT Launches 'Voice Authentication AI' Service... Identity Verification by Voice

SK Telecom announced on the 16th that it will launch a voice authentication artificial intelligence (AI) service in collaboration with global voice technology company Pindrop, introducing it to its AI Contact Center (AICC).

The AI-based voice authentication technology identifies the user's unique voice, allowing personal authentication with a simple voice command without additional verification. In particular, when applied to AI contact centers, this voice authentication technology can significantly reduce customer consultation and waiting times.

Pindrop's voice authentication technology achieves up to 98% accuracy and allows voiceprint registration through conversational speech. It is already widely used by numerous global companies such as Verizon and BT. It boasts excellent security and convenience, as authentication is impossible with recorded or similar voices.

Once a user completes the initial voice registration process through the customer center, subsequent calls are automatically authenticated through conversation with the agent without a separate verification process. The introduction of voice authentication technology is expected to reduce about 15 seconds per call, shortening customer consultation and waiting times.

Since 2021, SKT has been piloting Pindrop's voice authentication technology at its customer center. SKT explained that it completed verification of the technology's completeness and service effectiveness through evaluations by customers and agents, and combined it with its own AI technology to commercialize the product this time.

This product is a cloud-based solution that can be quickly applied without a separate construction period. It supports integration with public clouds such as AWS, enabling customers to apply voice authentication quickly and stably based on SKT's proven technology.

Lee Gyusik, head of SKT's Enterprise AI Business, said, "We expect synergy between Pindrop's voice authentication product, which is highly regarded in the global market, and SKT's AI technology." He added, "We will continue to collaborate with various domestic and international partners to introduce excellent enterprise AI technologies to the market."

This content was produced with the assistance of AI translation services.