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What are the difficulties when accessing services over the telephone or online?

As a non-verbal communicator, I’ve had a whole host of poor experiences with companies where I can’t service an account through my channel of choice since my Cerebral Palsy limits my ability to speak, as well as my manual dexterity.

Wearing a mask is now the primary way to limit the spread of coronavirus, and has been found to reduce the daily growth rate of reported infections in large scale populations by around 45%- but this raises a potential problem for voice biometric security.

For many years, online and telephone-based authentication has relied on knowledge-based systems using passwords, PINs, and question-and-answer dialogues to confirm a customer’s identity. With the explosion in the number of contact centres, this approach is close to breaking point. Nobody in the modern world can be expected to remember all of the passwords they need to securely access all their services.

The concept of biometric speaker identification or verification may, at one stage, have seemed like a technical nightmare. The reality is somewhat different. All the sophisticated algorithms and voice processing have already been developed; deploying the application is actually the simple part.

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The Aculab blog

News, views and industry insights from Aculab

  • Biometrics To Stop Hackers

    In today's digital era, cyber threats are far too common; data breaches are an ongoing danger, meaning robust security measures are essential. Traditional authentication methods such as passwords and PINs are increasingly vulnerable to hacking and cyber-attacks. However, there is a powerful tool to help the fight against cybercrime: biometric technology.

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  • Eliminating Barriers to Communication with Live Audio Translation for Phone Calls

    In an increasingly interconnected world, clear and effective communication is more essential than ever. That’s why Aculab intends to help break down language barriers and foster cross-cultural communications.

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  • The End of the PSTN in the US

    As the technical world has evolved, so has the way we communicate. The gradual, global transition away from the Public Switched Telephone Network (PSTN) is the most noticeable change in recent years. This begs the question, is the PSTN in the US headed towards a slow end as we transition into the digital era?

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  • Revolutionising the Landscape of Remote Authentication

    In a time where borders blur and workplaces extend beyond the confines of traditional offices, the significance of remote authentication has taken centre stage. As we advance, so does the need for secure and efficient ways to verify and authenticate our identity remotely. Finding the balance between security and user convenience is key when seeking to implement successful remote authentication.

     

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  • Choosing The Ideal Communication Platform: Key Considerations to Optimise Your Business

    Communication Platforms as a Service have become a necessity in the current digital age; allowing businesses to obtain frictionless means of communicating effectively. However, as technology rapidly evolves, so must communications. Much of the platforms on offer today are homogenous, so choosing the best fit for your business can be difficult. In this blog, we have shared some key points and trends for to consider, so your business can amplify communications and increase operational efficiency!

     

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