Your Voice Could Be Your Password: HMRC Plans Biometric Security

HM Revenue and Customs (HMRC) is exploring new technology to improve customer service by using voice recognition as a security measure. This system, already in use by major banks, converts a caller’s voice into encrypted biometric data to speed up identity verification. HMRC aims to enhance phone services and reduce long wait times by implementing this advanced security feature.

Why Is HMRC Introducing Voice Recognition?

HMRC has faced severe criticism over its poor customer service, particularly concerning long wait times and dropped calls. Between January and November last year, nearly 44,000 callers were disconnected after waiting over 70 minutes.

A Public Accounts Committee report in January accused HMRC of deliberately offering a subpar phone service to push taxpayers towards using online support. Last year, HMRC announced plans to close its phone lines between April and September, only to reverse the decision within 24 hours due to public backlash.

Now, HMRC appears to be taking steps toward modernizing its phone service with voice authentication technology, potentially improving efficiency and security for taxpayers.

How Will Voice Recognition Benefit Taxpayers?

If implemented successfully, the system could:

Reduce call wait times by speeding up identity verification
Enhance security by using biometric authentication instead of passwords
Minimize fraud risk, as voice recognition is harder to fake
Improve customer experience, making phone interactions smoother

Need Help Dealing with HMRC?

If you’re struggling to get through to HMRC’s customer service or need assistance with tax-related inquiries, we’re here to help. At EOACC, we can assist you with filing tax returns, resolving disputes, and navigating HMRC regulations.

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