Do it yourself

Dan Miller of Opus Research and Matt Smallman of SymNex Consulting sit down virtually and discuss the continued challenges of Authentication in the contact center.

Advances in Speaker Recognition technology and increasing acceptance of conversational interfaces are allowing organisations to authenticate callers using the short utterances now obtained in natural language and speech driven self service applications, without the overhead of traditional active enrolment processes.

The three key challenges to wider Voice Biometric adoption and emerging opportunities to increase significantly in the near future.

A significant number of Speaker Recognition services using Voice Biometrics are not reaching their full potential because human factors have been inadequately considered during design and implementation.

Voice Biometrics if used effectively can have a wide range of effects on imposters, fraudsters and other bad actors attempting to compromise the telephone channel.

A significant number of Speaker Recognition services using Voice Biometrics are not reaching their full potential because human factors have been inadequately considered during design and implementation.

Nearly all implementations of voice biometrics are driven by promises to make it easier for customers to gain account access, reduce the time spent by front-line agents in authenticating customers, and making sure customers’ personal data and services are secure.

How cloud contact centre platforms such as Twilio and Amazon Connect will dramatically increase the adoption of Voice Biometrics for speaker recognition driving significant improvements in caller security and convenience.

Amazon released ‘Alexa Voice Profiles’ this week to help it’s market leading devices recognise which users are speaking in a household. We’ve been looking forward to this for a while and now we know more about it are excited about