The innovations in voice technologies during 2020 provided more secure customer service, enhanced voice biometrics in communication channels within the security strategies of companies.


Today, voice technologies, suitable as communication channels, have made day-to-day tasks easier. New consumer behaviors are the main component to lead in the new normal.

Now, biometrics aims to be the new standard when out transactions, in this way, it has been the focus of companies that care about the security of their users’ data, since with solutions just a click away, it is necessary to implement anti-fraud mechanisms in digital transactions.


The voice revolution and security for digital services

A case study by Sebastián Straneiri, CEO of VU Security in the Ibero-American Virtual Conference on Cybersecurity, confirms this.

Straneiri stated that, in Latin America, cyberattacks and threats increased by 80% at the end of 2020; this situation led companies not only to redesign their communication channels with their users but also to improve their digital security for a better consumer experience.

98% of executives in Latin America think offering security in digital transactions is a priority. And 2 out of 3 of the organizations prioritize Biometrics for access control and identity validation.


Voice is the key to safer transactions

Today, advancements in voice technologies make voice biometrics the key communication channel to eliminate the frustration associated with lengthy login processes or lost/stolen credentials, while facilitating access to digital channels in an all-new custom way, applicable to any type of industry.

Therefore, it’s important to support the security strategy in digital consumption. For this purpose, voice biometrics proves to be one of the most successful ways to identify users by their voice, for their protection.

This voice technology is compatible with web and telephone channels, virtual assistants, mobile applications, and more; highlighting its use in IVR-based banking systems, access to websites and networks, phone and digital transactions.

A modern authentication system such as voice biometrics is a vital component of a frictionless customer experience across multiple communication channels, helping to improve customer loyalty and retention.


In conclusion

This is one more way to demonstrate that voice has become a potential security measure for fraud detection, capable of keeping companies at the forefront and offering personalized services consistent with the demand of specific needs.

These ‘soft’ benefits, although complex to include in an ROI calculator, are significant to the business case, but here in Vozy we are committed to effectively transforming strategies that involve voice as a major asset.