What are the best practices for using biometric authentication in contact centers?

1 Choose the right modality

The first step in using biometric authentication in contact centers is to choose the most suitable modality for your business needs and customer preferences. Different modalities have different advantages and disadvantages in terms of accuracy, convenience, cost, and user acceptance. For example, voice biometrics can be easily deployed over the phone, but it may be affected by background noise, accents, or health conditions. Fingerprint biometrics can be highly accurate and secure, but it may require additional hardware and customer enrollment. Face biometrics can be convenient and user-friendly, but it may raise privacy and ethical concerns. You should evaluate the pros and cons of each modality and select the one that best fits your contact center's goals and capabilities.

2 Ensure data privacy and compliance

Another key aspect of using biometric authentication in contact centers is to ensure that you protect your customers' data privacy and comply with the relevant laws and regulations. Biometric data is considered sensitive personal information that can be used to identify or track individuals, and it may be subject to strict rules and standards in different jurisdictions. You should follow the best practices for collecting, storing, processing, and sharing biometric data, such as obtaining customers' consent, encrypting and anonymizing data, limiting access and retention, and notifying customers of any breaches or changes. You should also be aware of the legal and ethical implications of using biometric authentication, such as the potential for discrimination, bias, or fraud, and take measures to prevent or mitigate them.

3 Integrate with other systems

A third best practice for using biometric authentication in contact centers is to integrate it with other systems and technologies that can enhance its performance and functionality. For example, you can combine biometric authentication with other forms of verification, such as PINs, passwords, or security questions, to create a multi-factor authentication system that can increase security and reduce false positives. You can also integrate biometric authentication with your CRM, IVR, or chatbot systems to enable seamless and personalized customer interactions and journeys. By integrating biometric authentication with other systems, you can improve your contact center's efficiency, accuracy, and customer satisfaction.

4 Educate customers and agents

A final best practice for using biometric authentication in contact centers is to educate your customers and agents about its benefits, features, and processes. Customers may have questions or concerns about how biometric authentication works, why it is needed, and how it affects their privacy and rights. Agents may need training and guidance on how to use biometric authentication, how to handle customer inquiries or issues, and how to troubleshoot or escalate problems. You should provide clear and consistent information and communication to both customers and agents, such as FAQs, tutorials, scripts, or feedback mechanisms, to increase their awareness and confidence in using biometric authentication.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?