Last updated: 30 Oct 2023 11:00 Posted in:
HMRC is to trial using voice biometrics as a means of confirming the identity of callers to its helplines, four years after it was forced to destroy the voice records of five million taxpayers by the Information Commissioner.
Its Voice Biometrics (VB) system is designed 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’s self assessment helpline trial started on 25 October.
HMRC first launched VB in 2017, but its use was abruptly halted in 2019 after the Information Commissioner's Office (ICO) said there had been a “significant” breach of data laws. At the time it said HMRC had failed to gain explicit consent from individuals before signing them up to the voice ID system for telephone enquiries
To address these concerns, VB enrolment will now be led by HMRC advisers. VB enrolment will be offered once the taxpayer’s phone query has been addressed and will remain optional.
HMRC anticipates that this technology will improve security, reduce the frustration caused by taxpayers needing to answer security questions, reduce the rate of authentication failure and reduce average call handling times.