Interactive Voice Response (IVR) Biometric Voice Print (BVP) Log In

About the Program

Category: Human Services (Best in Category)

Year: 2017

The County of San Bernardino Transitional Assistance Department (TAD) implemented a centralized Customer Service Center (CSC) call center which incorporated an Interactive Voice Response (IVR) system. The IVR system allows customers the ability to access automated case information 24 hours a day for the following programs:  * Transitional Assistance for Needy Families (TANF), also known as California Work Opportunity and Responsibility to Kids (CalWORKs), * Supplemental Nutrition Assistance Program (SNAP), also known as CalFresh, and * Health Care Programs/Medi-Cal (Medicaid). The IVR system initially allowed customers to self-authenticate themselves using his/her case number and an assigned Personal Identification Number (PIN). This authentication process provides access to case information quickly; however, customers often forget their PIN, requiring a separate process to have it reset, or be placed in a holding queue until a CSC Eligibility Worker (EW) can assist. In September 2015, TAD added the Biometric Voice Print (BVP) software to enhance the IVR system. This software allows customers to authenticate themselves in the automated phone system simply by using their voice. BVP software analyzes voice patterns and recognizes consistencies in an individual’s voice (including accents and speech impediments) to successfully authenticate a customer’s identity. Voice recognition authentication creates immediate access to case information thereby reducing wait times and improving the customer experience.