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Written by: Pindrop

Contact Center Fraud & Authentication Expert

In our latest study, 500 IT and business leaders across the US, France, Germany, and the UK were surveyed to find 85 percent of businesses expect to use voice technology in the next year despite significant security fears. Coming together to create a “Conversational Economy,” 28 percent of businesses currently communicate with customers via voice technology including Microsoft’s Cortana and Amazon’s Alexa voice assistants. In this new ecosystem, voice is dominating all other interfaces and enterprises are moving quickly to adapt.

The number of businesses to utilize voice to interact with their customers will triple, with over two-thirds planning to use voice for the majority of interactions, and nearly one fourth to use voice for all interactions in the next five years. Additionally, respondents reflected not only a growing trust in voice technology’s growing capabilities, but also various ambitious enterprise voice plans:

Enterprises are taking a considered approach when examining and deciding which assistant would fit into their business processes – even though Amazon’s Alexa has ruled headlines.

Though businesses seem to be welcoming voice technology with open arms, there are also high levels of concern (80 percent) regarding the ability for businesses to keep the data acquired through voice-based technology safe. The concern for securing voice as an interface is one of the main factors determining how quickly the conversational economy will grow.

Vijay Balasubramaniyan, CEO and Co-founder, Pindrop, said: “People’s security, identity, and therefore the wider Conversational Economy, is at stake as its use increases. If businesses intend to use voice technology for the majority of customer interactions in the near-future they need to make sure that this method of interaction is as secure as any other.”

Learn more here.