Safaricom’s have launched a Voice Biometrics system, known as Jitambulishe, that will allow customers to use their voices for authentication before accessing customer care services such as resetting M-PESA PIN, and PUK requests.
To be functional, a pre-recorded registration process will be done. The encryption process will ensure no reverse engineering can be used to hack into the system and pose as another person. Voice recordings will not be stored.
To activate the service, the customer’s voice patterns are captured and used to create a unique “voiceprint” (similar in concept to a fingerprint), storing it as a secure string of numbers and characters. These attributes help identify and verify callers when they call for customer care.
In addition to customer care services, Safaricom will also offer its products and services through the Voice Biometrics system. The first service to be made available on this system is the recently launched M-PESA for the Visually Impaired. By dialling 100 or 234, visually impaired customers can identify themselves by their voices before having their M-PESA balances read out to them. Safaricom plans to gradually introduce more M-PESA services through the system