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121010_Mobile Banking & Payments for Emerging Asia Summit 2012_Voice Biometrics & Natural Language Understanding: Powering a Secure & Personalized Banking Experience
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121010_Mobile Banking & Payments for Emerging Asia Summit 2012_Voice Biometrics & Natural Language Understanding: Powering a Secure & Personalized Banking Experience

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    121010_Mobile Banking & Payments for Emerging Asia Summit 2012_Voice Biometrics & Natural Language Understanding: Powering a Secure & Personalized Banking Experience 121010_Mobile Banking & Payments for Emerging Asia Summit 2012_Voice Biometrics & Natural Language Understanding: Powering a Secure & Personalized Banking Experience Presentation Transcript

    • Voice Biometrics & Natural Language Understanding: Powering a Secure & Personalized Banking Experience1 ENTERPRISE SOLUTIONS
    • About Nuance• Leading provider of solutions for Speech, Predictive Text and Imaging• Over 12,000 employees in 37 global offices Healthcare and Mobile and Consumer with more than 1800 employees in SE Asia. Medical Products Transcription• Support 17 SE Asian Languages for Voice 4,000 Healthcare 5 Billion phones, Institutions and cars and PNDs, Recognition over 75% of mobile 350K doctors• 4 diversified business units with US$ 1.4 phones Billion annual revenues in 2011• 900+ R&D staff in 10+ locations; ~150 Imaging and PDF Business & Enterprise researchers augmented with 50+ researchers Customer Care consumer from IBM JDA 4000 solutions with 30 Million handing more than – 4,000+ speech-enabled self-service deployments registered 9 Billion Customer desktop application Care Interactions – Trusted advisor to Fortune 500 companies for users over 15 years• 4000 patents and pending applications – 5B+ mobile devices – 5M speech-enabled cars – 1M voice transactions/day (growing) – 80 global languages 2 ENTERPRISE SOLUTIONS
    • Global Financial Service Customers3 ENTERPRISE SOLUTIONS
    • Global Telecom4 ENTERPRISE SOLUTIONS
    • Global OEMs5 ENTERPRISE SOLUTIONS
    • Voice Biometrics Your Voice is Your NEW Password6 ENTERPRISE SOLUTIONS
    • The Leader in Voice Biometrics • Over 20 million active voiceprints • Consistently rated • Worldwide deployments most accurate by third party evaluations • Over 12 years of in-house R&D • Best of breed technology. Leader • 2010, Acquisition in NIST of PerSay evaluations: SRE 2006, 2008, LRE • 2011, Acquisition 2009, 2010 of Loquendo • Mobile, Web, IVR • Speech solutions & and Call Center expertise beyond Solutions voice biometrics7 ENTERPRISE SOLUTIONS
    • How it Works Behavioral Physical Characteristics Characteristics Pronunciation, emphasis, Unique physical traits of your speed of speech, accents… vocal tract, mouth shape and size , nasal passages Physical and behavioral factors combine to produce unique voiceprint for every individual.8 ENTERPRISE SOLUTIONS
    • Nuance Voice Biometrics Solution Portfolio Recorded Speaker Authentication Speaker Verification Identification verifies a speaker’s identity transparently identifies identifies speakers in based on voiceprints speakers and identifies audio recordings, acquired during an known fraudsters during typically interaction with IVR, web, the course of natural to collect evidence for or mobile applications conversation a fraud investigation9 ENTERPRISE SOLUTIONS
    • But…What if? What if I have a cold? – Voiceprints measure behavioral characteristics of the voice, as well as physical characteristics of the person’s vocal track, which don’t change when hoarse or nasal What about impostors using a recording of my voice? – Analog-to-Digital recording, followed by Digital-to- Analog playback through the speaker, results in degraded data insufficient to match the voiceprint – High-end recording equipment fooling the system is eliminated by using something you know information, intra- and inter session variation and liveness testing What about impressionists imitating me? – Voiceprints capture more voice features than mimics can copy, so they are not easily tripped-up by impressionists10 ENTERPRISE SOLUTIONS
    • Options – How do they compare? Cost of Ownership Lower Higher Higher Higher Equipment at Access Point No Yes Yes Yes Remote Identification Possible Yes No No No Secure Yes Yes Yes Yes Physically Intrusive No Yes Very Very Possible to Lose or Forget No No No No Source: Datamonitor, 2000 • “Voice biometric systems have the innate ability to scale quickly and without significant incremental cost” • Overcomes literacy challenges Opus Research, November 200511 ENTERPRISE SOLUTIONS
    • Government Adoption12 ENTERPRISE SOLUTIONS
    • Philippines – Curb Illegal Pension Payments13 ENTERPRISE SOLUTIONS
    • 14 ENTERPRISE SOLUTIONS
    • Rising Frauds 19th March 201215 ENTERPRISE SOLUTIONS
    • What the Experts state16 ENTERPRISE SOLUTIONS
    • Findings of Deloitte report17 ENTERPRISE SOLUTIONS
    • Adoption of Voice Biometrics - Regulatory – The FFIEC (Federal Financial Institutions Examination Council) specifically mentions biometrics as an accepted method for authenticating customers, and lists voice biometrics as one of the types used in two-factor authentication – BASEL Guidelines for Banking states ‘voice scans’ as one of the biometric authentication methods endorsed by the Regulators.. – Voice Biometric has and can be accepted as supportive evidence in a court of law – MPFI minutes Resolution 7 – In India, you can use voice print as means of authentication for value below 1 lakh in mobile payments18 ENTERPRISE SOLUTIONS
    • Analyst Recommendations19 ENTERPRISE SOLUTIONS
    • Rapid Adoption of Voice Biometrics20 ENTERPRISE SOLUTIONS
    • Customer Service Why is it really hard to make it really easy21 ENTERPRISE SOLUTIONS
    • The complex customer service ecosystem YOUR ENTERPRISE22 ENTERPRISE SOLUTIONS
    • >> Key customer experience challenges ! Consistent experience Cost to serve ! & volume of interactions ! First contact resolution ! Strengthening security ! Increasing cross-sell Understanding ! cross-channel Integrating YOUR conversation ! information systems ENTERPRISE23 ENTERPRISE SOLUTIONS
    • With all this complexity, how do you create easy, powerful outcomes You can’t simply add more agents YOUR ENTERPRISE24 ENTERPRISE SOLUTIONS ENTERPRISE SOLUTIONS24 © 2002-2011 Nuance Communications, Inc. All rights reserved.
    • Creating extraordinary customer experiences across all channels… Intercept & Understand Connect or Deflect & Analyze Identify Intent Automate Notify Assess Direct Full or partial Pre-empt or Insight to customer profile interactions automation of deflect with improve & verify identity according to inquiries proactive customer intent communication experience25 ENTERPRISE SOLUTIONS
    • >> Solutions for key challenges ! Consistent experience Cost to serve Consistent experience ! & volume of interactions Automation for all channels ! First contact resolution Call steering ! Strengthening security Biometric Authentication ! Increasing cross-sell Real-time profiling to increase relevance Understanding ! cross-channel Integrating YOUR conversation Understand intent in any ! information systems ENTERPRISE channel Bridge systems without integration26 ENTERPRISE SOLUTIONS
    • Nuance Mobile Advantage27 ENTERPRISE SOLUTIONS
    • Nuance Mobile Advantage Nuance Mobile Advantage A portfolio of products that improve Discovery, Accessibility, Connectivity, and Simplicity for your mobile customers Mobile NINA Nuance Authentication Delivers an Call unprecedented Add voice biometrics to mobile customer Intercept your mobile app to service improve security and experience by Launch app upon ease of use turning call to a service smartphones into from a voice-enabled Smartphone to customer service drive mobile app assistants. usage28 ENTERPRISE SOLUTIONS
    • Nuance Call Intercept: Vodafone ‘My 191’29 ENTERPRISE SOLUTIONS
    • Address Change Extracts content, context and meaning from a request ensuring enhanced usability while completing a task.Click30 the mobile screen to run the demo ENTERPRISE SOLUTIONS
    • Bridge to Agent Extracts content, context and meaning from a request ensuring enhanced usability while completing a task.Click31 the mobile screen to run the demo ENTERPRISE SOLUTIONS
    • Navigate – Find the nearest branch. Extracts content, context and meaning from a request ensuring enhanced usability while completing a task.Click32 the mobile screen to run the demo ENTERPRISE SOLUTIONS
    • Search/Find/Refine – How much did I spend? Provides a Natural Language dialog engine that robustly supports user-driven queries and commands in multi-turn interactions.Click33 the mobile screen to run the demo ENTERPRISE SOLUTIONS
    • Make a Payment Provides a Natural Language dialog engine that robustly supports user-driven queries and commands in multi-turn interactions.Click34 the mobile screen to run the demo ENTERPRISE SOLUTIONS
    • Click35 the mobile screen to run the demo ENTERPRISE SOLUTIONS
    • Click36 the mobile screen to run the demo ENTERPRISE SOLUTIONS
    • Click37 the mobile screen to run the demo ENTERPRISE SOLUTIONS
    • Nuance Interactive Natural Assistant (NINA) Your Virtual Assistant for Mobile Customer Service Navigate Eliminate many levels of mobile pages, web pages, phone menus. Transact External as well! Fewer steps to complete. Conversational experience makes it natural. Find and Refine Context-based filter gets users answers to their questions and lets them refine the results38 ENTERPRISE SOLUTIONS ENTERPRISE SOLUTIONS
    • NINA39 ENTERPRISE SOLUTIONS
    • thank you terima kasih ขอขอบคุณคุณ cảm ơn Salamat 谢谢您 감사합니다 www.nuance.com ឣរគុណ sunny.rao@nuance.com ধন্যবাদ +919986588996 ඉස්තුති richard.mellor@nuance.com धन्यवाद. +659155129440 ENTERPRISE SOLUTIONS