With 300 million voiceprints now authenticated globally, it’s no wonder that Nuance says we’re now experiencing a ‘biometric boom’.
And with around 85% of customers saying that they’re frustrated with existing clunky authentication questions, it’s not surprising that people prefer the smoother authentication process makes for more seamless customer journeys.
However, technologies like biometrics do more than keep customers happy – they’re also proving significant when it comes to fraud prevention and risk mitigation. One top 5 UK bank managed to prevent £4 million of fraud events after introducing voice biometrics, while another bank foiled over 200 cases of fraud in just a single six-week period.
This level of consumer acceptance and success in terms of fraud prevention leads some observers to think that this ‘boom’ is just the start. Opus Research, for example, sees the extension of voice biometrics into new application areas such as automotive assistants as the next logical step for conversational recognition and support.
However, no matter how impressive technologies such as voice biometrics sound, they can only prove successful in the long-term if they’re part of an intelligently crafted customer journey that’s consistent across a range of channels. So get in touch with us at Sabio if your customer journeys need to strike exactly the right balance of customer effort and security.
This week’s SabioSense shamelessly highlights our recent success in winning Avaya’s 2017 Contact Centre Partner of the Year award, asks whether AI algorithms are potentially undermining the customer experience, looks at some of the digital transformation trends that are now driving retail, and joins Transport for London in asking where all the passengers have gone?
- Avaya identifies Sabio as smart choice for customer engagement – Great to see Sabio recognised as Avaya’s 2017 Contact Centre Partner of the Year, and winner of the Project of the Year Award for one of Europe’s largest Oceana deployments, at the London Avaya Edge World Tour event.
- Are poor quality algorithms undermining the customer experience? – Diginomica article identifying the four key ways that badly applied algorithms are helping to frustrate customer journeys
- Key digital transformation trends driving retail – At last week’s major NRF 2018 show in New York, retailers were clearly embracing digital transformation with personalisation, AI and voice assistants all setting the retail agenda.
- Where have all the people gone? – With some 20 million fewer Tube journeys, Transport for London is starting to wonder whether it has been digitally transformed by flexible homeworking, networks such as Uber, and stay-at-home services such as Netflix and Deliveroo.