When you think about your last phone call to your bank, your last interaction with your insurance company via its mobile app, or the last time you wanted to change your data plan via your telco’s web portal – where did things work, and where did they fall apart? For too many of these interactions, things break down before they even begin – right at the point of authentication with PINs, passwords and security questions.

As it turns out, 85% of people are dissatisfied with current authentication methods – entering PINs and passwords, or answering obscure security questions – and companies are all but racing to find ways to make this first point of contact with their customers easier and more engaging. Voice biometrics is a natural solution to the problem because it allows people to use a simple spoken passphrase to quickly and easily prove their identity instead of fumbling with PINs and passwords.

Today, I’m thrilled to share with you that Nuance is introducing its next generation of voice biometrics, aimed at transforming the customer service experience right from the first point of contact. We’ve boosted our accuracy by 50%, enabled smart adaptation of a person’s voiceprint, and significantly enhanced the ability to automatically detect fraudsters. And, most importantly, we’ve allowed companies the world over like Barclays, Turkcell and T-Mobile to deliver amazing customer experiences.

Our team here at Nuance has worked very hard to deliver a new standard in voice authentication. I’m confident that many of you will have the opportunity to benefit from this new generation of voice biometric solutions, as organizations around the globe replace PINs, passwords and security questions with “My voice is my password.”

To get an idea of what customer service looks like when companies use voice biometrics, (and, what it looks like when they don’t), go here.

For more information about Nuance’s voice biometrics, go here.

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