Voice Biometrics and AI-Driven Automation for Secure Authentication and Claims Processing in Healthcare: A Technical Review

Abstract

Healthcare organizations confront escalating threats from identity fraud, account takeovers, and unauthorized access to protected health information (PHI) while simultaneously bearing unsustainable administrative costs in claim management. Conventional authentication methods, such as passwords, PINs, and knowledge-based authentication (KBA), are inherently susceptible to social engineering, credential stuffing, and the exploitation of data breaches. Concurrently, claims processing workflows continue to rely on labor-intensive processes that drive up the associated cost-to-serve ratios. This article examines two convergent innovation domains: voice biometric authentication for secure patient verification and artificial intelligence (AI)-driven automation for real-time claims inquiry resolution. With the latest research from the peer-reviewed literature, the article provides an assessment of the technology infrastructure, the operational implications, the security features, the regulatory compliance requirements, and the financial implications of the solutions. The article literature clearly demonstrates that voice biometrics technology, together with anti-spoofing countermeasures and multi-factor authentication (MFA), provides a more scalable and non-intrusive solution compared to knowledge-based systems. Concurrently, AI-based claims automation using NLP and ML has the ability to automatically address a significant percentage of common inquiries without any human interaction. Therefore, the solutions that healthcare organizations will need to consider in order to meet the requirements of the balance between security and ease of use and patient trust in an increasingly digitalized care environment will be the combination of the solutions.