HMRC is to add voice recognition to its options for taxpayers to confirm their identity to access its services, with the addition designed to speed up the security process
Starting this month, some callers to the tax credits and self assessment helplines will be able to enrol for voice identification (voice ID).
The first time they call, an individual will be asked to repeat a vocal passphrase up to five times and then be passed back to an adviser to complete the call. The recorded passphrase will be securely stored and HMRC says that taxpayer can use their voice to confirm their identity in future, once the service goes live in the next few weeks.
HMRC says the technology is well-proven and measures more than 100 different characteristics before determining a match, making it one of the most secure systems.
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.’
HMRC will be encouraging customers who call to take advantage of the voice ID service, but they can choose to opt-out and continue to use HMRC’s services in the usual way if they prefer.’
HMRC’s mobile app is available on Apple, Android, BlackBerry, and Windows devices through the relevant app stores.
Use of fingerprint identification for HMRC’s mobile app is device dependent and currently only available on Apple devices (Touch ID is available on the iPhone 5S and later models) and Android (device with fingerprint scanner running Android 6.0 Marshmallow or above). HMRC plans to introduce this for the Windows version of its app during 2017.
