A new study has found that US contact centres spend billions of dollars each year confirming the identity of their callers.
The ContactBabel research revealed that $12.4 billion (£7.6 billion) is spent on this issue annually.
This is because 59 per cent of calls require identity verification, but only three per cent of these are handled through automated systems.
It has been suggested by the researcher that the use of voiceprint technology could allow for the amount of money spent in this area to be slashed, while also freeing up call centre agents to deal with other customers.
Steve Morrell, author of the report, said: "The increasing demand of the public for identity protection, coupled with businesses' permanent desire to increase profits mean that voice verification is an option that any company concerned about identity authentication should now seriously consider."
Elsewhere, a FurstPerson study has predicted a ten per cent increase in US contact centre recruitment and compensation next year.
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