HMRC launches Voice ID tech

HMRC has announced it is introducing a new technology to its services that will recognise a customer’s voice when they call and reduce call times.

Currently, customers using the HMRC mobile app can already use their fingerprint to access their information. However, starting this month, some customers calling the tax credits and self assessment helplines will be able to enrol for voice identification (Voice ID).

It is hoped the move will speed up the security steps customers are asked when calling HMRC and cut down the length of time customers spend on the phone.

According to a statement form HMRC, the enrolment process is straightforward. During the call, the customer will be asked to repeat a vocal passphrase up to five times and then be passed back to an adviser to complete their call.

In future calls, the securely stored recorded passphrase will be used to confirm their identity.

Ruth Owen, HMRC director general for customer services, said: “Millions of our customers are choosing to use our digital services rather than picking up a phone or pen, with more joining them every day. But we know that not everyone can, or wants to, deal with us online, and so we’re continuing to improve our services across all contact channels.

“Voice ID is the latest example of the cutting-edge technology we are using to make it easier for people to manage their tax and tax credits.”