Voice Biometrics Sounds Like a Better Idea
By Susanne Pitts
Posted in Customer Engagement
In a recent feature, Banking Exchange examined the delicate balance that financial institutions must strike between correctly identifying their phone customers and keeping them satisfied by avoiding long authentication processes. In today’s fast-paced world, that’s not easy.
Among the experts they spoke to was Verint’s Steve Williams, vice president and global practice leader for identity analytics. “Consumers want a frictionless authentication experience,” he says.
“It takes 45 seconds to get through security questions, on average. The majority of consumers find it annoying. If we authenticate with voice biometrics, we are authenticating that caller in a fraction of that time.”
That’s good news that both agents and customers want to hear.
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