words in order to verify their identity. By simply speaking with an agent, a customer’s voice is verified, making the authentication process quick, secure and transparent. This starts the conversation with the customer off on the right foot, with a conversation, as opposed to an interrogation.
Additionally, with the ability to easily and efficiently verify a customer, businesses can create personal experiences through the call centre, mobile apps and even the customer’s own personal devices. Picture a Siri-style customer service app that is able to recognise you by your voice and instantly.
Michael Steinmann is the director of regional technology at Nuance.