Conversations with a virtual assistant on a website or inside a mobile app are easy and convenient. The help is always available and consumers can get their questions answered within minutes instead of waiting for office hours or an available agent on the phone. Nowadays, intelligent virtual assistants that leverage artificial intelligence and are capable of pulling in 3rd party information can take on even more tasks to create:
- A more efficient contact center
- Seamless customer engagement in all digital channels and
- Faster customer service for enterprises.
There is just one challenge: how does the virtual assistant ensure that the user is who they say they are? This is crucial when managing secure transactions including
- Personal information
- Financial information
- Financial transactions
In the age of self-service and automated conversations, it seems to be easier than ever for fraudsters to access private information. If there is no human involved, there is no barrier that stops them from transferring the customer’s money, purchasing items with a stolen credit card or worse. In the midst of the recent Equifax data breach it becomes evident that security and authentication have to be taken seriously.
You would think that data breaches would convince people to make their passwords more secure; however, a 2016 research found that out of 10M passwords that were publicly available 50% belong to the top 25 most common passwords and nearly 17% of all of these were “123456”. With all the information that we have to remember, it’s no surprise that the majority of passwords is kept simple.
How about using a technology that is as convenient as automated conversations themselves? Voice Biometrics allows the user to authenticate by simply using their voice. Let’s see how that works:
- The user, let’s call him Heath, wants to transfer some money from his checking account, so he opens the bank’s website or app
- Heath simply starts a conversation with the virtual assistant, telling it what he wants to do
- The virtual assistant wants to make sure that it is really chatting with Heath, so it asks him to verify his password – by using his voice
- After saying “my voice is my password” the virtual assistant can match the unique voice print to the data on file and start the transaction
No trying to find the login page anymore, no need to remember a secure password; it’s that simple. Adapting to the digital transformation has its perks, if you are working with a vendor who understands the challenges and possibilities.