Since 2009, Speech Technology Magazine has been the premier online destination for comprehensive, independent coverage of information impacting speech technologies. This year LumenVox is proud to have a white paper featured, addressing exactly how businesses can leverage speech technology to take on the Total Experience.
What’s Total Experience? Total Experience (TX) refers to the entire company experience – employee, customer, and user. It takes a 360-degree look at a business to identify gaps and fill them, and it ties the critical pieces together—people and technology.
Now that it’s 2021, reality has set in: The business environment is evolving and doing so rapidly. That means it’s critical organizations stay one step ahead of their customers and their competitors. A business’ technology must evolve in tandem—and that technology needs to address not just the Customer Experience (CX), but the Total Experience.
The truth is, though, that organizations are overwhelmed. Where do they start? How do they know which technology is really going to make an impact?
Speech technology is the ideal starting point because it can empower organizations to shift from enhancing CX to addressing and enriching the Total Experience. In this white paper, we outline exactly how speech technology can address major pain points including friction in the IVR, for employees and customers.
Voice biometrics provides a robust layer of security for contact centers, using the physical and behavioral characteristics of a voice to verify claimed identities. But just as businesses are adopting new voice biometric technology, fraudsters continue to advance and adapt techniques to take over customer accounts.
There has been concern expressed that voice biometrics is vulnerable to a certain level of sophisticated fraud. This concern rises with the evolving technology surrounding synthetic voices. A synthetic voice is a collaboration between a human being and a machine to produce an artificial version of human speech.
The truth remains: Fraudsters can indeed try to elude biometrics authentication using synthetic voices. And yet this truth doesn’t scare us, and here’s why:
Synthetic speech leaves evidence, a trail. It generates specific artifacts which makes this type of speech detectable.
Even in the best of cases, the synthetic voice doesn’t sound entirely human. With passive authentication, there is always an agent who acts as a spoofing detector. It’s very easy for humans to correctly distinguish synthetic speech from real human speech. As humans, we know when something sounds off.
The reality is fraudsters follow the path of least resistance; they want to work the fewest number of hours for the biggest amount of payoff. The creation of a synthetic voice requires a very high level of effort. The best deep fake or synthetic voice technology currently needs a substantial amount of audio data to train the voice. Getting this in normal circumstances is difficult, and yet not impossible. While there are tools that exist which generate synthetic speech, they require a certain level of skill/ expertise to utilize. These combined factors act as a natural deterrent.
Having made those points there is another truth which remains: All the detection, human intervention, and natural deterrents in the world do not necessarily equate to peace of mind. At LumenVox, we encourage the use of voice biometrics alongside traditional authentication methods, including PINs, passwords, security questions, so that customers are protected with multiple layers of security.
To learn more about the LumenVox Security Suite, visit our products page here.
LumenVox is excited to announce the release of LumenVox Authentication Suite 7.1. With this latest version, LumenVox is further broadening our suite of solutions to provide organizations with additional multifactor authentication deployment and fraud prevention options.
“The updates and expansion of products demonstrate LumenVox’ commitment to providing speech, authentication, and fraud prevention solutions on a global scale that are both flexible and cost-effective, for the improvement of Call Center CX and ROI,” stated LumenVox CEO, Edward Miller.
LumenVox Authentication Suite 7.1 features include:
Availability of the LumenVox Fraud Scanner. Designed to enable fraud teams to more actively track and report ongoing fraudulent activity, the LumenVox Fraud Scanner utilizes advanced voice biometric algorithms coupled with state-of-the-art neural networks to alert teams with a prioritized list of suspicious calls.
A mobile application (iOS and Android) deployment option for the LumenVox Password Reset Solution. With the simple scan of a QR code, a user can configure the generic reset application with their organization’s desired configurations and branding, enabling multifactor authentication for account unlocking or password resetting, directly from the user’s mobile device, 24/7.
LumenVox Pre-Login Password Reset application for Windows. Based on the Windows Credential provider framework, the LumenVox Pre-Login Password Reset application plugs seamlessly into the user’s existing login screen, allowing users to select their preferred method of authentication (voice biometric, SMS, KBA) to unlock or reset their password, even if they are not currently logged in.
Updates made to language packs for multifactor authentication utilizing active voice biometric authentication and knowledge-based authentication (KBA). Active voice biometric languages updated: English, German, Spanish, Portuguese, Dutch, Czech, and Polish. KBA languages updated: Arabic, German, British English, American English, Spanish, French, Italian, Japanese, Portuguese, Russian, Simplified Chinese.
For more detailed information about each of the highlighted features from LumenVox Authentication Suite 7.1, stay tuned, and be sure to follow us on Twitter, Facebook, or LinkedIn.