SHARE



ABOUT THE AUTHOR


Gary Audin
Gary Audin is the President of Delphi, Inc. He has more than 40 years of computer, communications and security...
Read Full Bio >>
SHARE



Gary Audin | April 13, 2018 |

 
   

Listen to My Voice, Tell Me Who I Am

Listen to My Voice, Tell Me Who I Am Voice biometrics could be the future of personal verification, but are consumers ready?

Voice biometrics could be the future of personal verification, but are consumers ready?

Can I identify you using voice recognition technologies? There are two parts to this question. First, does the technology actually work effectively enough so that the recognition is accurate? The second part is, do callers believe it works well and can be depended upon to be consistently viable to verify them?

Does Speaker Recognition Work?
I have worked with speaker and speech recognition many times in my career. I've learned that recognizing who a person is by their voice is different than recognizing the words they speak. I primarily work with Nuance's Dragon speech-to-text conversion program; it's accurate, but not always. Of the demonstrations of speaker recognition I've seen at exhibits and conferences, most seem to have accuracy in the range of 85% to 90%.

As I learned in a recent Pindrop Blog post, biometric technology offers a newer way to combat fraudsters by enabling identification through something a person is -- like retinas, fingerprints, and speech -- rather than something a person knows -- like passwords. But when it comes to voice biometrics tools, their success is often determined by the quality of the underlying machine learning tools. In other words, biometrics will work for identification, but it's not guaranteed to be perfect. For example, synthetic voice can be used to falsifying a speaker's voice, thereby circumventing speaker recognition/voice biometric technologies.

portable
Voice Recognition Acceptance
How do consumers view voice recognition? According to a Pindrop study conducted by Harris Poll of more than 3,000 U.S. adults, nearly half of Americans indicated they would be likely to use voice recognition as a form of personal verification. Further, 81% of respondents believe there are benefits to using voice recognition for the purposes of personal verification.

Customers Drive Voice Verification
Voice recognition could be particularly useful for contact center scenarios. The Pindrop study found that among consumers' top complaints are the number of steps they must go through to prove who they are when calling into a contact center for support or assistance. Furthermore, 18% of respondents indicated that that experience is difficult because they were unable to remember the answers to their own security questions and were thus locked out of their accounts. Voice/speaker verification can go a long way toward reducing these frustrations.

Uncertainty with Speaker Recognition
Even if 81% of respondents expressed a belief in the benefits of voice recognition for verification, concerns still exist. On the other hand, 94% reported that they think there are drawbacks to this technology. The primary reasons for skepticism include:

  • Background noise may cause the tech to not work well (61%)
  • Accuracy of the technology (60%)
  • As mentioned above, there is concern about voice cloning/synthetic voice that can fool the recognition system (48%)
  • Accents may prevent widespread automated voice recognition (43%)
  • Security limitations (39%)
  • If the user does not speak loudly and clearly, while in a quiet environment, the technology will not work (36%)
  • Because this is a new technology, many people will not know how the verification mechanism works and therefore may distrust it (31%)

Voice is not going to disappear in our economy. Voice activated services are increasing; take, for example, the products and services from Google and Apple. There are UC&C platforms that can be voice activated. There is an effort to increase security through multifactor authentication, with voice being one of those factors. Unfortunately, as voice activated mechanisms become common, fraudsters will leverage other technologies to bypass the security.

We need to employ speaker recognition. We also need to believe it works. More reports on the security effectiveness of speaker recognition need to be performed.

Related content:





COMMENTS




August 8, 2018

Artificial intelligence (AI) is becoming a reality for your contact center. But to turn the promise of AI into practical reality, there are a couple of prerequisites: Moving to the cloud and integr

June 20, 2018

Your enterprise may have adopted SIP Trunks, but are you up to date on how the latest technology is driving evolution in approaches?

In this webinar, youll learn how the new generation of SI

June 6, 2018

The two largest strategic vendors-Cisco and Microsoft-have been busy making changes to their enterprise communications roadmaps, incorporating collaboration applications as fundamental components.

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.