How Voice Security AI Cuts Average Handle Time Without Cutting Corners

By Milind Borkar, Illuma

In today’s fast-paced contact centers, efficiency and security don’t always go hand in hand. Agents are under pressure to handle calls quickly while still following strict verification protocols designed to prevent fraud. The challenge? Traditional authentication—like asking multiple security questions – adds friction for both account holders and agents, costing valuable time and damaging user experience on every call.

That’s where voice security AI steps in to transform the experience.

The Hidden Cost of Manual Verification

On average, agents spend 90+ seconds verifying a caller’s identity before they can even begin helping. That may not sound like much, but across thousands of calls each month, those seconds add up to weeks of lost productivity, longer wait times, and frustrated account holders.

Manual verification also depends heavily on human consistency. Some agents may ask different questions or interpret responses differently – creating gaps in both service experience and security.

Enter IllumaSHIELD™: AI-driven voice authentication

The IllumaSHIELD voice security platform replaces traditional verification questions with a seamless, AI-powered voice authentication process. The system passively analyzes each caller’s unique voiceprint during normal conversation – no need for additional steps.

By the time the caller tells your agent what they are calling about, IllumaSHIELD has already confirmed the caller’s identity in the background.

The result:

• Over 87% reduction in authentication time
• Greater consistency across every agent and call
• Reduced fraud risk
• Happier account holders who experience faster, frictionless service

Saving Time Without Sacrificing Trust

Unlike shortcuts that compromise verification quality, IllumaSHIELD enhances both speed and security. Each interaction strengthens the system’s intelligence, adapting to real-world variations in voice, background noise, or device quality.

This means faster calls don’t come at the cost of user experience or protection. In fact, credit unions and community financial institutions using IllumaSHIELD report happier callers and reduced fraud exposure – while freeing agents to focus on meaningful conversations.

The Ripple Effect: Efficiency across the organization

Cutting over 87% in authentication time from each call doesn’t just save time – it creates measurable operational impact:

• Shorter queues and improved call center throughput
• Higher satisfaction (CSAT and NPS) scores
• Better agent morale thanks to less repetitive work
• Lower operational costs tied to reduced handle time

As contact centers look for smarter ways to manage workload and elevate service, IllumaSHIELD Voice Security platform has become a must-have technology – one that pays for itself through measurable efficiency and long-term trust.

Connect with Illuma to learn more.