With improvements to AI come improved chatbots that take over many aspects of CSR conversation. Because chatbots automate many routine calls and conversations, more and more businesses obviously want to explore its use. In fact, Gartner predicts that customers will manage 85 percent of business relationships without humans by 2020.1
Because so many chatbots are unmonitored, fraudsters abuse them with fervor—conducting reconnaissance like how they approach IVR.
Artificial Intelligence and Synthetic Voice creation poses a large threat to enterprises looking to maximize their customer’s experience. Security must be inherent in solutions that serve the customer, but don’t detract from their experience.
have already adopted voice technology to improve customer experience, and a further 57% plan to deploy in the next 12 months88%
believe that voice technology will give them a competitive advantage in improving customer experience94%
of managers see voice technology as an important driver of customer satisfaction
1 Source: Pindrop Surveyed 500 Business and IT leaders across enterprises of all sizes located in the US, UK, France and germany, The online survey was conducted by loadhouse during May 2018.
60% of global consumers expect brands to protect their interests when using private data.
72% of United States consumers expect brands to protect their interests when using private data.
74% of people are likely to switch brands if they find the purchasing process too difficult.
Some industries are disincentivized to deal with the negative costs related to anti-fraud and authentication solutions. What happens when the cost of fraud is less than the cost of customer churn and lost revenue from the negative side effects of authentication procedures?
We have always been bullish on streamlined authentication for our customers. Pindrop allowed us to achieve the trinity of higher customer satisfaction, reduced agent time, and further reduced fraud.
As call center fraud grows in frequency, sophistication, and methodology, fraudsters also run into technology roadblocks that close channels for them to exploit. To refine and adjust their schemes, they examine weak points and unique opportunities within each industry.
While most voice channel technology has focused primarily on the call center, we are seeing massive growth in digital assistants on our smartphones, tablets, computers, and standalone devices in our homes. These digital assistants will extend to our cars, our appliances, and to anything in the future with an internet connection. And for each digital assistant, there is a potential for fraud, hacking, and security exploits.
believe that all or most their voice conversations will be automated within five years – rising to 79% in technology businesses.
This voice intelligence report highlights the changing industry dynamics as voice grows out of the the call center and into consumers living rooms, automobiles, television remotes , and wrist watches. As voice, identity, and customer experience lead enterprise intitaties, intelligence about emerging threats and trends will become paramount for enterprises providing omnichannel experiences. Download the full report now for latest on voice threats, trends, and voice’s place our future.
Pindrop Surveyed 500 Business and IT leaders across enterprises of all sizes located in the US, UK, France and Germany. The online survey was conducted by Loadhouse during May 2018.
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