IT Brief Australia logo
Technology news for Australia's largest enterprises
Story image

How voice biometric solutions reduce friction and cut fraud

By Contributor
Tue 18 Sep 2018
FYI, this story is more than a year old

Fraud is on the rise. Traditional authentication methods such as PINs, codes and passwords are failing their primary purpose of securing customers’ accounts and their confidential data. 

The solution? By deploying voice biometrics solutions, organisations are able to authenticate customers’ transactions instantly. It also stops the fraudulent account access that has been enabled by knowledge-based challenges, and in the process, improves customer satisfaction by replacing authentication processes with a frictionless experience.

Say goodbye to the past: Traditional authentication methods

Traditional authentication methods force consumers to remember complex alphanumeric passwords and share private information about themselves. Everyone has experienced calling a contact centre and being subjected to an interrogation process – naming their first school or recalling their mother’s maiden name – to verify their identity.

Beyond imposing an unpleasant customer experience, these knowledge-based authentication methods adversely impact the bottom line. Extended authentication processes, although necessary, increase overall operational costs and contribute to both agent and customer dissatisfaction.

Most financial institutions have a wide variety of business – their contact centres can handle millions of calls a year, and despite years of optimisation, according to Avivah Litan, Gartner Analyst (Absolute Identity Proofing Is Dead, November 2015) an average of 15 to 30 per cent of these customers fail the identity proofing process, while up to 60 per cent of criminals pass.

As a result, a majority of calls transferred to contact centre agents will require between 60 to 90 seconds authenticating callers by asking multiple personal and transactional questions. Agents report that many customers are annoyed at having to answer multiple questions, especially when they are unable to provide an answer.

By the time the authentication process is over, the agent rushes to respond to the customer request because the caller is already impatient. Many of these calls are more relevant to tasks that could easily be performed in automated IVR channels. This drives up contact centre costs and ties up agents on calls that are not revenue generating – not ideal when management is demanding the contact centre drive more revenue while also targeting cost reductions.

Introducing the future: Biometrics

The past year has seen a number of data breaches. Criminals love contact centre agents because they are trained to be helpful, making them an attractive target for fraudsters who can leverage the abundant information available on social networks to engineer and improvise a false identity. In these instances, traditional authentication methods have failed to deliver on their primary purpose of securing customer accounts and their confidential data, as rising company and personal losses due to fraud demonstrate. 

What’s more, the regular data breaches occurring across corporate systems on a daily basis have contributed to vast collections of private data being collated and even validated by criminals, with those collections being exchanged across the Dark Web.

Conversely, voiceprints, when seized, cannot be leveraged in the same way as personal data and passwords can. With voice biometrics, customer speech is converted into a digital model of that person’s individual vocal attributes, both physical and behavioural. That model data is meaningless to attackers, unusable as a vector of attack, and unable to be used to reproduce the speaker’s characteristics. The technology provides businesses with a solution that offer consumers a single credential that can be used across customer service channels.

Businesses should implement technologies that can detect the difference between genuine customers and attackers. The current state of the art includes the following techniques for leveraging biometrics on voice and digital channels:

  • Voice biometrics: Authenticate the customer when they say a predetermined phrase like “My voice is my password,” or passively match their voice during the course of normal conversation with an agent while they are simply talking about the reason for their call.

  • Facial biometrics: Utilise the camera on a smartphone to verify the person in real time.

  • Behavioural biometrics: Track how users interact with the web and mobile applications, (e.g. scrolling, mousing, or tapping), continuously capturing usage patterns against which to compare subsequent sessions.

  • Device audio matching: Identify the audio device based on audio characteristics from the microphone, helping to assess overall risk on calls, and improving overall authentication rates when paired with voice biometrics.

  • Improved intelligent detectors and anti-spoofing capabilities, including advanced synthetic voice detection, network latency analysis, channel detection (mobile, landline or Skype), as well as playback and footprint attack detection.

  • Location resolution: Identify caller geography based on calling number, to assess whether call metadata presents a heightened risk.

A biometrics-based approach enables Australian businesses to detect anomalies and prevent fraud in their interactions with customers.

Looking at the potential: Increased customer satisfaction, decreased business costs

According to a recent study, biometrics company Nuance Communications found that they helped save a Fortune 100 corporation an impressive $24 million USD by implementing their biometric security solution in that company’s contact centre and digital channels.

In 2014, the Australian Tax Office (ATO) rolled out voice authentication as a fast and easy way for Australians to confirm their identity both when calling as well as in the ATO’s mobile app. All that’s required is an initial call to the ATO, or logging into the app.

If customers don't want to register a voiceprint, they can decline.

Voice biometrics is the future of customer experience. The solution facilitates an easy, quick and positive experience, all while reducing business costs and fraud.

By Nuance Communications, Managing Director ANZ, Robert Schwarz

Related stories
Top stories
Story image
Tech job moves
Tech job moves - Bitdefender, Cohesity, Fortinet & MODIFI
We round up all job appointments from June 27-30, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
SOTI
Australian consumers loyal to retailers who deliver speed and visibility
SOTI finds extensive order visibility and speed are the most important factors for turning one-off customers into loyal, long-term buyers.
Story image
Digital
Ivanti puts spotlight on power of employee digital experiences
The report revealed that 49% of employees are frustrated by the tech and tools their organisation provides and 64% believe this impacts morale.
Story image
Artificial Intelligence
Juniper study reveals top AI trends in APAC region
Juniper's research shows an increase in enterprise artificial intelligence adoption over the last 12 months is yielding tangible benefits to organisations.
Story image
Digital Transformation
What CISOs think about cyber security, visibility and cloud
Seeking to uncover the minds of CISOs and CIOs across Asia Pacific, my company recently asked Frost & Sullivan to take a snapshot of cloud adoption behaviour in the region.
Story image
Voice recognition
Renesas and Cyberon expand services with voice recognition
“We are honoured to collaborate with Renesas to simplify the development of embedded voice recognition functions."
Story image
Cybersecurity
Zscaler launches co-located data centres in Canberra and Auckland
The investment will offer public and private sector enterprises greater resilience in support of their zero trust cybersecurity posture.
Story image
Online shopping
Consumers want speed, visibility in return for brand loyalty
72% of Australian shoppers want complete online order visibility and 63% are loyal to retailers who deliver goods the fastest.
Story image
Cloud Security
Palo Alto Networks bolsters cloud native security offerings
Latest Prisma Cloud platform updates help organisations continuously monitor and secure web applications with maximum flexibility.
Story image
Hybrid Cloud
HPE GreenLake advances hybrid cloud experience with new services
"The innovations unveiled today further build on our vision to provide the market with an unmatched platform to spur innovation and drive transformation.”
Story image
Hybrid workforce
How organisations can prepare for a post-pandemic workforce
The so-called 'new normal' office looks different to how it did pre-pandemic, and organisations need to take steps to better manage their post-pandemic workforce. 
Story image
Public Cloud
Public cloud services revenues top $400 billion in 2021
"For the next several years, leading cloud providers will play a critical role in helping enterprises navigate the current storms of disruption."
Story image
Infrastructure
Oracle Cloud Infrastructure expands distributed cloud services
“Distributed cloud is the next evolution of cloud computing, and provides customers with more flexibility and control in how they deploy cloud resources."
Story image
Metaverse
How the metaverse will change the future of the supply chain
The metaverse is set to significantly change the way we live and work, so what problems can it solve in supply chain management?
Story image
Oracle Cloud
Commvault, Oracle to deliver Metallic Data Management as a Service
"We are excited to partner with Commvault and enable our customers to restore and recover their most mission-critical cloud data."
Project management
Discover the 4 crucial factors for choosing the right job-costing solution. Is your team struggling to cost jobs and keep projects running on budget?
Link image
Story image
Sustainability
Vertiv releases updates on ESG initiatives, sets sights on future
Vertiv has released its inaugural environmental, social and governance (ESG) report, the company’s first public report of its ESG activities.
Story image
Artificial Intelligence
Accenture shares the benefits of supply chain visibility
It's clear that gaining better visibility into the supply chain will help organisations avoid excess costs, inefficiencies, and complexity to ultimately improve their bottom line.
Digital Transformation
Discover the 5 signs your business is ready for a cloud-based ERP. Is your business being left behind as more of your competitors switch to the cloud?
Link image
Story image
Digital Transformation
Google Cloud launches new Digital Accelerator bundles for Aussie SMBs
The new bundles are designed to help Australian small and medium-sized businesses embrace digital transformation and take their businesses online.
Story image
Cloudian
Cloudian, Vertica to deliver on-premise data warehouse platform
"We’re enabling our customers to capitalise on a leading object storage platform and maximise the value of their digital assets.”
Story image
Citrix
The best ways to attract young talent during labour shortages
New research from Citrix reveals hybrid working and ventures into the metaverse are top of mind for Gen Z workers.
Story image
Dicker Data
EXCLUSIVE: Why women in IT makes good business sense - Dicker Data
The Federal government wants to bolster female participation in the tech industry to at least 40% by 2030. Here's how one homegrown Australian company has already reached that goal.
Story image
Hybrid workforce
Why hybrid working is here to stay and how to ace it
Citrix's new report reveals hybrid workers are more productive and engaged at work than their office and completely remote counterparts.
Story image
Payroll
How New South Wales state departments achieved cloud migration success
State departments in New South Wales are heading to the cloud to achieve better workflow solutions, and one company is paving the way for their success.
Story image
Enterprise Resource Planning / ERP
Five ways your ERP is letting you down and why its time for a change
Wiise explains while moving to a new system may seem daunting, the truth is that legacy systems could be holding your business back.
Supply chain
Discover the 4 critical priorities for wholesale distribution businesses in FY23. Are you worried about how supply chain issues may affect your business in 2023?
Link image
Story image
API
Industry-first comprehensive risk-based API security enhances protection
Application Programming Interfaces (APIs) have become a crucial part of operating web and mobile application businesses and are causing significant economic growth in the digital sector.
Story image
Cryptocurrency
NOWPayments launches new service to analyse cryptocurrency fees
NOWPayments has launched a new network fee optimisation solution that analyses current network fees and picks the most profitable option out of the client's payout wallets.
Story image
Samsung
Monitors are an excellent incentive for getting employees back
The pandemic has taught us that hybrid working is a lot easier than we would’ve thought, so how can the office be made to feel as comfortable as home? The answer could be staring you in the face right now.
Story image
Civil Defence
OutSystems platform chosen as part of ADF contract
"To be included in this project is a reflection of our ability to deliver secure, modern digital outcomes for defence at an incredible pace."
Story image
Microsoft
SAS wins Microsoft ISV 2022 Partner of the Year award
"We formed the SAS and Microsoft strategic partnership with a shared goal of making it easier for customers to drive better decisions in the cloud."
Story image
Cybersecurity
Video: 10 Minute IT Jams - An update from CrowdStrike
Scott Jarkoff joins us today to discuss current trends in the cyber threat landscape, and the reporting work CrowdStrike is doing to prevent further cyber harm.
Story image
Compliance
Stock security features inadequate in face of rising risk
"Organisations must proactively find ways of identifying unseen vulnerabilities and should take a diligent, holistic approach to cybersecurity."
Story image
Research
New study reveals 51% of employees using unauthorised apps
The research shows that 92% of employees and managers in large enterprises want full control over applications, but they don't have it.
Story image
Identity and Access Management
Ping Identity named a Leader in Access Management
Ping Identity has been named a leader in the 2022 KuppingerCole Leadership Compass report for Access Management. 
Story image
Microsoft
ASI Solutions named finalist of Microsoft Surface Partner of the Year
"ASI Solutions has a strong Microsoft focus, building value by helping customers maximise investment in modern workplace solutions."
Productivity
Discover the 5 ways your ERP may be letting you down. Is your current system outdated, difficult to manage, and costing you a fortune?
Link image
Story image
Macquarie Data Centres
Macquarie deal to pioneer CO2-cutting data centre tech in Australia
Macquarie Data Centres has signed a multi-year deal with ResetData, an Australian first provider using Submer data centre technology. 
Story image
Cybersecurity
FIDO Alliance releases guidelines for optimising UX with FIDO Security Keys
The new guidelines aim to accelerate multi-factor authentication deployment and adoption with FIDO security keys.
Story image
MSP
Video: 10 Minute IT Jams - An update from CyberArk
Olly Stimpson joins us today to discuss the importance of MSP programmes and how MSP partners are experiencing success with CyberArk.
Story image
Airwallex
How Airwallex helps businesses achieve globalisation success
As markets continue to shift, businesses need to be able to provide the same quality of service for customers regardless of where they are located around the world.
Story image
State Library of Victoria
State Library of Victoria entrusts Oracle support and security to Rimini Street
“Our finance team are very happy with the support and security that Rimini Street provides, which keeps our assets and our customers secure."
Story image
Wiise
Four things wholesale distributors need to consider for FY2023
In a post-pandemic world, there are many things for a distribution business to juggle. ERP solutions company Wiise narrows down what companies should focus on.