Last week I attended Nuance's Customer eXperience Summit 2019 APAC, which brought together global customer engagement leaders responsible for digital, contact centre and mobile strategy. The day focused on new ways to secure customer engagement and experiences.
Something that caught my attention was the concept of friction, and how removing points of friction works to breed customer loyalty in a brand.
One example of a frictionless customer interaction was Nuance's voice recognition technology, a new level of voice biometrics that analyses the linguistical elements of speech, completely disrupting any hope of a fraudster impersonating you over the phone.
This got me thinking...
Beyond using our voice instead of a password, what will the next level of security biometrics be? From fingerprint and retina scanners to the more advanced linguistical analysis of modern voice recognition technology, we've come a long way in enhancing the security of our personal information. One day, could our very presence in the room be enough to securely identify us?
For example, let's say you're in the future and bank branches, for some reason, still exist. You walk into the branch and are immediately greeted by an AI attendant which scans your body as you enter the room and opens an interface in which you can select transaction options. In the span of just a couple of seconds, the attendant has authorised access to your bank account and all you did was walk in the door.
You see, your body language – and all of its nuances – would be the key identifier here, acting as your security password. This would remove just about every point of friction from the authorisation process – you wouldn't even have to say a word! After all, body language makes up 55 per cent of human communication.
Just like how it is possible to analyse linguistics, what if it were one day possible to analyse body language instantly and accurately amongst a crowd of people?
What challenges would this pose for businesses? What are the ethical considerations they need to take into account? And how would this affect us, the consumers, given that we are social beings?
While we're probably quite far off from achieving a seamless experience such as this, there is a strong possibility that this technology will be eventually integrated into our everyday lives.
If you’re responsible for delivering intuitive, fast and effective self-service experiences you’ll find CXS19 APAC to be an excellent source of inspiration.