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Voice identification for SA and tax credits helplines

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Starting in January, taxpayers calling HMRC’s tax credits and self-assessment helplines will be able to enrol for voice identification. The first time they call, a customer will be asked to repeat a vocal passphrase up to five times and then be passed back to an adviser to complete their call. The recorded passphrase will be securely stored and the customer can use their voice to confirm their identity in future, once the service goes live in the next few weeks. A capture process, to build the bank of passphrases, is needed to run this technology, which is why customers will not be able to use their voice ID straightaway.