1. Bell’s Voice Identification Service Charles Giordano Fred Mackenzie November 3rd, 2006 CACR Conference

2. Privacy & Speaker Verification Identify theft is real and growing Often occurs without our knowledge….Once stolen, difficult to recover Marital break-ups, Mail stolen, Wallet stolen, Elevator conversations Pre-texting has resulted in numerous criminal incidences Identification is one of the larger vulnerabilities that companies operating call centres have Informational Self-Determination: “The information about an individual belongs to that person, and is to be communicated, or not, as the individual determines”

3. High Consumer Acceptance of Biometrics Acceptance of biometrics was 69% Voice recognition had one of highest acceptance rates at 84% Convenience was the #1 reason cited Faster transactions and increased security also scored high Source: Ponemon Institute

4. Bell is recognized for its leadership in the protection of the privacy & security of our customers’ personal information To be used solely to identify/authenticate customers to enhance the customer experience Will only be used within the Bell family of companies To be launched only with permission Currently, CSRs ask customer for multiple forms of identification before serving customer Speaker Verification & Bell

5. Voice-based Authentication Addresses customer experience impact of security validation procedure Technology is currently installed in Morgan Stanley, AT&T, Dept. of Homeland Security First time technology to be used on such a large scale Privacy protective; highly secure; use limited to identification Voluntary: customer in control Voice Identification Service (VIS)

6. Process Performance will vary with quality of audio signal & variation between enrolment & verification device Recommend enrolment takes place on device likely to be used for future verification Records frequency, cadence and duration of vocal pattern; so will utilize distinctive aspects of voice to verify identity of individuals & co-users Individuals will be asked to repeat a phrase to ensure a proper vocal print is captured…will take approx. 1 minute One-to-one verification method Simple and user friendly but still provides the necessary security Once identified, will display on CSR desktop thus allowing reps. to know the customer was formally identified

7. Staff & executive trials Phase I: o o All Bell, Bell-Aliant (within Ontario & Quebec territory) and Mobility calls o o Sympatico & ExpressVu calls that originate in Emily and transfer to touch tone self serve applications. Phase II: 2007 o o Remaining ExpressVu & Sympatico Rollout

8. Improving the Customer Experience Minimizes privacy concerns Reduces identification and length of call Consumers most often choose convenience over security—but still expect security o o Expect identity management to be easy o o No complex passwords or access controls