What is Voice ID

Background

What is this Voice ID thing all about?

Similar to a fingerprint, Voice ID uses your unique voice to verify you, so you do not have to provide your account number or respond to additional authentication questions every time you call.

How does Voice ID work?

By speaking in a normal conversation with a representative, Voice ID generates a unique “voice print” – like a fingerprint. Once this unique voice print is created, and securely stored, Voice ID matches your voice to your voice print on future inbound calls to make sure it’s you. This will allow you to easily interact with us, by spending less time authenticating, and focusing on the reason you called.

What is a Voice Print?

A voice print is a unique digital representation of your voice made up of more than 130 different identifying characteristics, such as behavioral characteristics, the length of the vocal tract, the shape of the nasal passage, and pitch, for example. These characteristics cannot be easily copied and therefore provide a more secure way of confirming your identity when accessing your accounts.

What happens if I have a cold?

Hundreds of voice characteristics are represented in your voiceprint, only a few of which are affected by a cold. A health condition that severely affects your voice, such as laryngitis, may lead to a failed authentication. In this case, we’ll verify your identity by asking for your account number or additional authentication questions.

I’ve enrolled in Voice ID, so why are you still asking me authentication questions?

There may be instances we are unable to make a positive verification using Voice ID, such as too much noise in the background or calling from a phone number not associated with your account. In that case, we will ask for your account number or additional authentication questions to ensure it’s you we’re speaking with about your accounts.

Is there a cost for Voice ID?

No, Voice ID enrollment and use are available to you free of charge.

How does it work?

How do I enroll?

Contact our Ford Motor Credit Customer Service Center at (800)727-7000 and ask our agents about Voice ID. Our team will quickly and easily enroll you for future calls.

What do I need to do?

Not much!  While speaking with our representative, a unique digital representation of your voice will be generated, called a “voice print”, which upon enrollment and consent will be used to identify you on future calls to our Customer Service team. This will allow you to easily interact with us, spend less time authenticating, and focus on the reason that you called.

What happens if Voice ID doesn’t work?

Voice prints are very reliable but if there’s ever a problem with your voice print, we will ask for your account number or additional authentication questions to ensure it’s you we’re speaking with about your account(s).

Why should I do this?

What is the benefit?

We know you have a lot of account numbers, passwords, and PINs to remember. Voice ID is a more secure and convenient way to access and service your account when calling us. With Voice ID, we can confirm your identity simply by speaking to either our automated phone system or a representative, so you can get to your requested business faster. 

What if I don’t enroll?

If you choose not to enroll, we will authenticate you through additional questions, either within our phone system or when speaking with a representative, as we do today.

Security

Is this secure?

Yes, a voice print is like your fingerprint, it uses over 130 distinct characteristics that are unique to you. These characteristics cannot be easily copied and therefore provide is a more secure way of confirming your identity when accessing your accounts. 

Voice ID has sophisticated fraud monitoring detection processes and effectively protects your identity. We securely store an encrypted copy of your voice print that only works with our system.

Do I have to use Voice ID?

No, enrolling in Voice ID is voluntary. Also, you can opt out of Voice ID at any time and if you change your mind, you can easily re-enroll upon request. If you no longer want to use Voice ID, we’ll simply delete your voice print upon your request.