Voice ID is a new service that keeps your Fido account secure by using your unique voiceprint to authenticate you. When you call us, one of our agents will capture your voice with our Voice ID system and create a voiceprint. The next time you call, we should be able to identify you by your voice.
What happens if I’m sick? Can you still identify my voiceprint?
Your voiceprint should work even when you have a cold. Every voiceprint has over 100 different voice characteristics and a cold only affects a few of them. If you have a health condition that affects your voice, like laryngitis, voice authentication may not work. But we can still authenticate you with other security questions.
If someone records my voice, can they access my information?
This probably won’t happen in a live agent-caller interaction. With Voice ID, authentication occurs during the natural course of a conversation. If someone plays a recording of your voice, the conversation likely wouldn’t flow. And if we suspect fraud, we’ll deny access to your account.
How do I enroll in Voice ID?
Simply contact us and an agent can enroll you while you’re on the phone with them. Enrolment is quick and occurs in the background of your conversation. The agent can usually capture your voice on the first try, but it may take a second call.
I’m enrolled in Voice ID. Why are you asking for my birth date and other security questions?
Voiceprints are very reliable, but we may need to authenticate you with other security questions from time to time. Say, for example, you’re calling from a place with a lot of background noise. If you’re enrolled in Voice ID, but we can’t authenticate you with Voice ID, we can delete the voiceprint on file and create a new one for you, as soon as you’re authenticated.
Can I get rid of my voiceprint if I don’t like this service?
Absolutely, you can opt-out of having a voiceprint at any time -- just contact us. If you change your mind, ask any agent to re-enroll you.