More than 400,000 people have registered for Inland Revenue’s voice recognition service (Voice ID), giving them quicker and more secure access when they want to do business over the phone.
“Voice ID matches a customer’s voice against their pre-recorded voice print. This means that customers do not have to answer a series of identity questions and they no longer have to use their PIN and password system when they contact us,” Group Manager Customer Services, Eleanor Young said.
“Like fingerprints, everyone’s voice is unique to the individual, and we can use it to verify their identification when they phone us. Because each voice print is unique, Voice ID is extremely secure.”
The system also enables customers to check the balance of their Inland Revenue accounts, receive child support information, track their tax refund, retrieve their IRD number, activate their online services account and reset passwords and update bank account details, even if they call us outside our opening hours.
“Voice ID was introduced in November 2011 for customers who told us they wanted multiple ways of interacting with Inland Revenue. We looked at more innovative ways to solve the challenge and we are very happy with this particular solution,” Ms Young said.
“Not only has Voice ID overtaken our PIN system already, feedback from our customers is very positive, and this is reflected in the growing number of people using the service. Inland Revenue is one of the largest organisations using Voice ID in Australia and New Zealand.”
“It’s very simple to register and only takes a couple of minutes. All you need to do is telephone 0800 257 843 with your IRD number handy, and follow the simple instructions.”