Voice biometrics is truly coming of age, with 90 percent of consumers saying that they preferred the technology over other methods of authentication, according to a series of surveys from Nuance.The speech technology giant said that data from its findings showed that 85 percent of people are unhappy with current authentication methods.
Mobile consumers have the hardest time with using traditional authentication methods: an incredible 67 percent said that they have more than 11 usernames and passwords, and 9 percent have more than 50 usernames and passwords. Additionally, of those surveyed, 74 percent said that the hassle of password authentication prevented them from accessing their personal information at least once.
The survey was really trying to understand what was the level of satisfaction or dissatisfaction with PINS and security questions within the call center context and why people are frustrated. The findings indicate that rate of success and the amount of time spent on authentication are two important factors for consumers.
One of the surveys was conducted with Opus Research, which polled over a thousand U.S. consumers who had recently used their telephone for customer care.
“A majority of the folks we surveyed indicated a level of frustration with remembering so many passwords and having to spend time answering ‘challenge questions,’ which were often not of their own making,” says Dan Miller, founder and senior analyst at Opus. “Many of them said that they would trust voice biometrics for authentication.”
The voice biometrics challenge from our perspective is really about where the authentication takes place. Consumers now have better technology than the organisations who service them. With the rate of innovation of consumer technology massively outstripping & developing faster than organisational technology, should organizations consider engaging on projects that may take a couple of years to deploy and that cost a significant anmount of money to boot.
Look at the stats; for every one cent/penny the enterprise is spending on technology the consumer is spending 1.79.
Are you going to continue to invest in technology that is not going to be used?