SK Telecom launches AI voice authentication service to enhance customer convenience.

SK Telecom announced on the 16th that it will launch a voice authentication AI service targeting AI contact centers and other businesses with global voice technology development company Pindrop.

AI-based voice authentication technology identifies the user's unique voice and authenticates the individual with just a simple voice without additional authentication. It is expected that AI contact centers will be able to significantly reduce customer consultation time and waiting time by utilizing voice authentication technology.

US-based Pindrop said its voice authentication technology has been improved to a maximum accuracy level of 98%, making voice registration possible using conversational speech. It is widely used by many global companies, including Verizon and BT, and it is explained that the security has been improved by making it impossible to authenticate with recorded voices or similar voices.

Once a user completes the initial voice registration process through the customer center, subsequent calls are automatically authenticated simply by talking to a counselor without a separate authentication process.

SKT said, “Most customer center consultation tasks require additional personal authentication, so introducing voice authentication technology can shorten customer consultation time and waiting time by reducing the time per call by about 15 seconds.” This product also supports linking with clouds such as AWS.

The two companies plan to expand their voice authentication AI services to call centers, access control, biometric authentication security, OTT set-top boxes, kiosks, and other devices that require personal authentication. In particular, demand for voice authentication technology is expected in areas ranging from security to manufacturing such as automobiles and personalization such as home shopping.

SKT’s Lee Kyu-sik in charge of Enterprise AI business said, “As AI application technologies continue to grow, centered on AI contact centers, we expect that Pindrop’s voice authentication product, which is highly regarded in the global market, and SKT’s AI technology will create synergy,” adding, “We will continue to cooperate with various domestic and foreign partners to introduce excellent enterprise AI technologies to the market.”