Authors : Siva Venkatesh Arcot; Kuppusamy Vellamadam Palavesam; Mahesh Vaijainthymala Krishnamoorthy

Volume/Issue : Volume 10 - 2025, Issue 1 - January

Google Scholar : https://tinyurl.com/y53hdvu7

Scribd : https://tinyurl.com/mzt99ws8

DOI : https://doi.org/10.5281/zenodo.14730627

Abstract : This study explores how voice biometrics can enhance the security and efficiency of contact center support services. Based on this approach, the paper will follow a qualitative research design to explore current use cases, industry trends, and technological advancements. This involves a literature review, case studies, and expert interviews that assess authentication speed, error rates, and user satisfaction. The results have indicated that voice biometrics enhances the accuracy of authentication, reduces handling time, and provides high security against fraud. In the end, this study found that voice biometric technology is a game-changing tool that will smoothly combine convenience and security, becoming an indispensable tool for modern contact center support and authentication systems.

Keywords : Voice Biometrics, Machine Learning, Artificial Intelligence (AI), Voiceprint, Anti-Spoofing, Biometric Authentication, Vocal Characteristics, Gaussian Mixture Models (GMM), Hidden Markov Models (HMM), Convolutional Neural Networks (CNN), Multi-Factor Authentication, Iot Systems, Scalability, Integration, Data Protection, Privacy, Deepfake Audio, Liveness Detection, Synthetic Voice, Regulatory Compliance, Financial Services, Mobile Voice Biometrics, Natural Language Processing, Voice-Based Authentication, Encryption, Environmental Interference, Background Noise.

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