Voice Biometrics (VB) is a system with the functionality to verify the identity of individual taxpayers phoning HMRC. It does this by analysing their voice characteristics and comparing them with stored voice prints. HMRC believes that the use of this technology has the potential to improve security for the customer calling and for HMRC, and to reduce call lengths.
At the time of writing, no decision has been taken to proceed with the pilot. We understand that, if HMRC decides to proceed, the enrolment will be led by HMRC advisers and not by automation.
We will share further details as soon as we have them.
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Update History
- 27 Oct 2023 (12: 00 AM BST)
- This story was updated to reflect further information received from HMRC about the current position of the proposed trial.
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