A Voice Biometrics system that works with non-verbal speakers
Written on 21 June 2021.
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.
One particularly poor experience was with a bank who ‘improved’ its service by moving from a traditional Interactive Voice Response (IVR) where you had to select ‘1’ to find out your balance, to a system that relied on speech recognition. This caused an unintentional barrier and could exclude customers from using telephone banking or cause them to compromise their security details by using text to speech services to retain easy access to essential services.
It is especially difficult to navigate menu or conversation based IVR dialogues if you have a disability that impacts your dexterity, as well as your speech.
What are the security issues surrounding current authentication solutions?
As hackers and identity thieves have become more and more sophisticated, knowledge-based authentication using password or PIN security just isn’t effective at keeping customer information safe and secure. To combat the [...]