Recently, I attended Opus Research’s Intelligent Authentication conference to talk with other industry experts and learn more about how multi-modal biometrics and seamless identity & verification strategies can provide secure, personalized services for companies around the world. The conference was littered with real-world case studies about how intelligent authentication can build customer loyalty and create an engaging brand experience.
It was interesting to hear how the market is shaping and expanding – and two presentations in particular stood out as they identified not just benefits, but realities of true full scale releases of biometrics solutions.
Using voice biometrics instead of PINs and passwords is not only 80% faster for authentication, but is also far more secure than other authentication methods. Nuance Director of Product Strategy, Brett Beranek gave a presentation on implementing intelligent authentication solutions, such as voice biometrics. My colleague gave an overarching view of the verification landscape – Nuance alone has more than 117 million voiceprints in use by customers and has seen more than three billion verifications worldwide. Brett talked about some strong implementations with companies such as Barclays and Banco Santander, which helped decrease average handle time, increase customer satisfaction – and agent satisfaction – rates, increase containment, and decrease fraud.
But Brett was also very candid about some common pitfalls companies see when adopting intelligent authentication solutions and best practices for how to combat them:
- Ensure everyone is aligned. With any rollout, it is important to make sure all teams involved are on the same page in terms of what the goal is, the reason for adoption, and the metrics that will be used to measure its success. This is even more true when deploying a voice biometrics solution, since its implementation touches everyone involved in the customer experience. It is essential that all participants are in alignment with the main goals and see how their part fits into the whole picture. Sarah Bramwell, head of IVR and telephony at TalkTalk, also gave an informational presentation on how all those teams and pieces come together to create an effective and efficient customer experience.
- Everyone includes the fraud team. One of the fundamental tradeoffs in customer service is between security and convenience. For example, making something as secure as possible often means adding additional steps for access, which puts barriers in front of the customer and can cause a decrease in customer satisfaction and retention. But when the fraud team isn’t included from the beginning (which happens often as they aren’t part of the traditional contact center team), they need to add the security component at the end, which can cause for added complexity for the customers, and even potentially throw a wrench into implementations.
- Educate your team, as well as your customers. Most companies know that they need to let customers know when new offerings and tools are available for their use, such as voice biometrics for authentication. But the same is true for employees as well. Companies need to set their implementations up for success by educating customer service agents about new tools so they can better serve customers who call in, and make sure the process is as seamless and easy as possible.
Voice biometrics solutions provide increased security and a better user experience, but companies need to make sure they are supporting technology with integrated and collaborative teams. Looking for other implementation lessons and trends facing the voice biometrics industry? Maybe we’ll see you – and your full customer service team – at next year’s event in September 2017.