Frequenty Asked Questions
No. The system is not keeping a recording of your voice for voice authentication. Instead, it creates a secure voiceprint using the unique characteristics of how you speak. That voiceprint is used only to help verify your identity when you call and cannot be used to recreate your voice.
Absolutely. If you prefer not to participate in voice authentication, we can opt you out. We will continue to verify your identity using our standard security process when you call.
Can my voiceprint be hacked?
The purpose of voice authentication is to help make it more difficult for someone else to access your account by adding another layer of verification. We continue to use security controls and standard verification processes to help protect your information.
No. Your voiceprint is created specifically for use with our voice authentication system and is only used to help verify your identity when you contact us.
No. Enrollment happens automatically while we're helping you today. Just speak naturally during the call—there's nothing extra you need to do. If you prefer not to participate, we can opt you out at any time.
The biggest benefit is security. Your unique voice helps protect your account by making it much harder for someone else to pretend to be you. It also makes future calls more convenient by reducing the number of security questions you'll need to answer.
Protecting your information is our top priority. Voice authentication uses a secure voiceprint, not a recording of your voice, to help verify your identity. Your voiceprint is encrypted and securely stored, and it is only used to help confirm that it's really you when you call. This adds another layer of protection to help keep your account information safe.
No. Voice authentication is not replacing our other security measures. It is an additional layer of protection that helps us verify your identity and make it more difficult for someone else to access your account. We will continue to use our existing security processes when needed to help keep your information safe.
Yes. Voice authentication is designed with security in mind. Instead of storing a recording of your voice, the system creates a secure voiceprint based on the unique characteristics of how you speak. That voiceprint is used only to help verify your identity when you call, adding another layer of protection to help keep your account secure.
If the system is unable to verify your voice, it doesn't mean you won't be able to get help. We’ll simply use our standard identity verification process to confirm it’s you and continue assisting you with your request.
You can opt out at any time. Just let one of our representatives know, and we'll remove your voiceprint from the system. We'll then verify your identity using our standard security process on future calls.
Our voice changes from time to time—whether you're sick, have a cold, or your voice just sounds a little different. The system looks at the unique characteristics of your voice, not just the sound of your voice in that moment, to help verify your identity. If the system is unable to verify you, we'll simply use our standard verification process to make sure we can still help you.
Voice authentication is designed with security features that look at more than just how your voice sounds. The system analyzes unique characteristics of your voice to help verify that it's really you and is designed to detect attempts to impersonate or copy someone else's voice.
A voiceprint is a secure digital representation of the unique characteristics of your voice. Just like a fingerprint is unique to you, your voice has unique patterns that help verify your identity. It's not a recording of what you say—it's a mathematical representation of how you speak that's used only to help confirm it's really you when you call.
Your voice is like a fingerprint—everyone's is different. When you call us, our system listens to your natural voice to help make sure it's really you. That way, we can keep your account safe and help you more quickly.
Yes. Once you're enrolled, your voice can help verify your identity during future calls. That means we can confirm it's really you more securely, and in many cases, you'll spend less time answering security questions, making your calls faster and more convenient.
No. The enrollment process happens in the background while we're assisting you, so there is nothing extra you need to do and it should not add significant time to your call. Simply continue speaking as you normally would. The goal of voice authentication is to help make future calls more secure and convenient.
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