Overview
Aeroplan, the loyalty program administrator that separated itself from AirCanada, has completed ‘Phase 1’ in rolling out a hosted voice self-service (VSS) application that includes conversational authentication of a caller’s identity based on comparison of spoken words with a stored voiceprint. The first time a member calls the program’s toll-free number they are asked to register for voice authentication. To initiate subsequent calls, members are asked to verify their identities in order to do such things as check their mileage balance, change address information or log flight miles after the fact. Voiceprints are designed to take the place of personal identification numbers and simplify the log-in process.

Architectural Execution: Medium-High
Market Value: High
Ecosystem Implications: Medium
Analyst: Dan Miller

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Categories: Advisories