January 17, 2020
Pindrop for Amazon Connect | A Balancing Act
Defending the phone channel presents various challenges, especially due to…
We all know KBAs, or knowledge based authentication questions, are outdated – but can you imagine a world that relies solely on an authentication method that’s always been a part of you – your voice? It’s easy to get excited to think about where voice is headed, but these advances can quickly turn into a nightmare, with fraudsters taking the main role, if we cannot provide security to consumers.
In 2016, Gartner predicted that a growing number of searches (30 percent) would be screenless by 2020. We are now stepping into that reality. While only 28 percent of businesses in 2018 used voice technology to communicate with customers, 83 percent planned on using voice technology to communicate with customers in 2019.
It’s no surprise then that companies are aggressively deploying voice technology while consumer adoption continues to climb as people embrace digital assistants and voice activity through connected devices. The ultimate endgame? All those speakers, phones, apps, smart devices, cars, and offices will identify you by your voice regardless of platform or brand.
Welcome to the conversational economy.For more information regarding voice intelligence, security, and how to prevent fraud – download our full report here.