DMBM512925 - DMBM- Customer contact and data security: compulsory verification checks: Identification and verification (ID&V) and voice identification (Voice ID)

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HMRCs Intelligent Telephony Automation (ITA) system uses speech recognition technology to verify the identity of certain inbound callers. There are two speech recognition functions in Debt Management:

  • identification and verification (ID&V)
  • voice identification (Voice ID)

 

Identification and verification

Identification and verification will capture the customer’s reference number or national insurance number (NINO) and will then ask a series of security questions. (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Voice ID

Voice ID is one of the most secure ways for a customer to prove their identity - no two voices are the same and more than 100 characteristics are measured when the system compares a customer's enrolled and stored voiceprint with the vocal password said in a subsequent call. If the voice matches the voiceprint security is automatically passed with the need of answering the verification questions.  Voice ID also works across lines of business, for example if a customer has registered their voiceprint on Self Assessment and then contacts us on the tax credit line of business their Voice ID will follow them.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Who will use Voice ID?

Voice ID is only available to self-assessment and tax credit customers who have registered for a voice ID. The voice ID service is not currently available to other head of duty customers or for third parties including agents and accountants..

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)


(This content has been withheld because of exemptions in the Freedom of Information Act 2000)