Voice-enabled technology is becoming more prevalent in consumers’ lives, another way of talking to our smart devices – from our phones to our televisions and even refrigerators. Particularly in the era of Covid-19, when consumers may be wary of touching their phones while out and about, voice has the power to transform the customer experience, especially when it comes to consumer security and authentication practices.
However, while the conversational economy presents many new opportunities, it doesn’t come without risks, as evidenced by Pindrop’s 2020 Voice Intelligence Report, which revealed increased fraud and security threats both in and out of the contact centre.