Ing voice biometrics nuance
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Nuance Communications is a global leader in voice and language technology. It has over 12,000 employees, 3,900 patents, and serves over 12 billion customer calls annually. Nuance provides voice biometrics authentication to help consumers access accounts more securely and easily compared to traditional passwords and PINs. The company also offers virtual assistant technology like Nina, which uses natural language processing to provide intelligent conversations across voice, mobile, and web channels.
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Ing voice biometrics nuance
- 1. Nuance Communications, Inc. Transforming the Customer Experience Peter Martis, Regional Manager CEE & Balkans © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 1
- 2. 5 billion 3,900 65+ 12 billion mobile cloud transactions annually patents & applications countries customer calls served annually 12,000 70+ 800 million 13,000 employees languages mobile keyboards shipped annually 1,200 5 billion 25 million voice and language scientists and engineers lines of medical data transcribed annually voice-enabled cars sold annually mobile app developers © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 2
- 3. Authentication: Consumers are frustrated 85% are frustrated with authentication 65% find failing authentication most frustrating 67% have to reset a password or PIN at least once a month 90% would prefer voice biometrics 74% have been unable to access important info at least once due to failed authentication © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 3
- 4. Voice Biometrics - How it Works Behavioral Characteristics Pronunciation, emphasis, speed of speech, accents… Physical Characteristics Unique physical traits of your vocal tract, mouth shape and size , nasal passages Physical and behavioral factors combine to produce unique voice patterns for every individual. © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 4
- 5. Nuance Voice Biometrics – VocalPassword ID VERIFIED “At VB Bank, my voice is my password” a Carol Foster © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 5
- 6. Nuance Voice Biometrics – FreeSpeech Carol Foster Transparent Caller Identification a ID VERIFIED © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 6
- 7. Nuance Voice Biometrics – Fraudster Detection FraudsterX a ID VERIFIED Known Fraudster Detection © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 7
- 8. What is it used for? © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 8
- 9. More Secure than Alternatives © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 9
- 10. Nuance Communications, Inc. Call Steering & Nina © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 10
- 11. The Challenge DTMF Maze in the IVR – drawback of 25 years old technology. 0401 221211 0901 113355 0109 131315 0110 724365 0200 111222 0881 223344 0801 365365 0110 365724 Often several dial-in numbers, complex IVR menu © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 11
- 12. The Solution © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 12
- 13. Natural Language eliminates navigation (complexity) © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 13
- 14. Before and after Telecommunications Financial Services Health Services © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 14
- 15. What’s next? © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 15
- 16. Our evolution to intelligent systems… Speech Technology Directed Dialog ˗ Highly accurate speech recognition ˗ Human-like TTS >> Natural Language >> Secure NLU Call Steering Voice Biometrics ˗ Human-like understanding ˗ What is said and who is saying it Intelligent Systems Nina Multi-Channel ˗ Human-like conversations ˗ Speech and text ˗ Web, mobile, IVR… © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 16
- 17. Nina – Nuance Interactive Natural Assistant The world’s first multi-channel virtual assistant for voice, mobile and web © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 17
- 18. Nina Virtual Assistant Platform Providing power and future protection Nina Voice Experience Realization Engine Nina Mobile Natural Language Understanding Manager Conversation Manager Answer Engine Context & Personalization Manger Nina Web Experience Studio Experience Realization Engine Security Core Infrastructure Voice Authentication Manager Voice Biometrics Speech Recognition & Text To Speech Engines Analytics & Optimization Tools Infrastructure © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 18
- 19. Nina Mobile For mobile, airlines and banking © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 19
- 20. Thank you peter.martis@nuance.com © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 20
Editor's Notes
- Presenter NotesNuance by the numbers— The best way to measure our incredible growth is through the success of our customers— Our cloud-based systems are now processing over 4.5 billion mobile transactions annually.— Nuance technology is now deployed on over 6 billion mobile handsets.— There are over 70 million Nuance powered cars on the market today.— We now have well over 10,000 mobile application partners.— There are over 500,000 clinicians documenting patient interactions with Nuance.— We process over 10 billion customer service transactions with our automated self-service solutions.— Our solutions are supported in over 70 languages.— It’s no wonder why leading global brands have chosen to partner with Nuance to power their products, their services and even their healthcare delivery.— Nuance has 3,900 patents and applications for technology-enabled software & solutions
- You can have people doing the call routing, but that is very costly, and the effect is longer queues. To get away from the queues, organisations put in touchtone menu’s. Whereas this may be ok if you have two or three choices most of the time these touchtone menu’s mostly serve to create frustration with the customer. And worst case, you have a high frequency of ”zero-out” – and you are back to serving the caller manually!Nuance Voice Guided Call Steering:System: “How can I help you today?”Caller: “I have a problem with my mobile phone” mobile service deskorCaller: “I want to upgrade my broadband to premium” broadband sales Dial one number for any service, get routed to the correct service in one step!
- Benefit – expedites getting the caller to the correct destination
- SUGGESTED TALKING POINTS======================================================================The experience is fast and extremely natural- so natural that Mary even forgot she was talking to an IVR system and said ‘Thank You’ at the end of the callSo what did you hear that made it sound so great?#1 First- the welcome has a subtle bed of music behind it, just to add some richness. Then, Dividend Miles customers are greeted by name- in this example- you heard Hello Mary. Our usability tests showed that greeting a caller by name overwhelming improves their satisfaction with the system. Test participants rated the system as more effective.#2 The caller is prompted to just describe the reason for their call- incorporating Nuance Natural Language technology. Not only is this much easier for callers because they don’t have to traverse a bunch of menu choices, but it means more savings for US Airways because callers get to self service functions that they may have otherwise not found. Also#3 The application was designed using something called an intelligent trip lifecycle. What this means is that the IVR knows if the caller has upcoming flights or is waiting for an upgrade. Since we know where the caller is within their trip, we provide the most relevant information- without the caller needing to ask. #4 And, if the caller does need to wait on hold for an agent- we make the best use of that hold time by collecting information about the reason for their call- like the travel dates, destinations, etc., and then when an agent does become available, we send all that information it the agent’s desktop.#5 Lastly- this is one of the best sounding applications in existence. The success of an IVR and caller’s propensity to use the system are largely based on what the caller hears- the audio files that area assembled and played to the caller. Nuance has innovated in this area by creating a new version of Vocalizer that more naturally assembles the audio to create the best sounding persona in the market. We build that technology specifically for US Airways and it’s now available via Nuance On Demand (go to next slide for examples)
- Nuance is leading the way with NinaWhat you just saw is Nina – the world’s first multichannel suite of virtual assistants. Nina represents the best in what can be delivered today. Nina provides human-like interactions across voice, mobile and web. Nina is the culmination of over a decade of investment in enabling technologies that allow Nina to understand who you are, what you say and what you mean. Nina guides customers in a conversational, natural way, to successful customer service outcomes. Nina offers a seamless cross-channel experience that creates loyal customers.
- Nina’s power is made possible through a fully integrated stack that brings together all of our technologies into a single cloud-based offering. All of these technology components have been proven repeatedly and, in many instances, are available to customers on a standalone basis depending on where they are in their evolution to multi-channel VA.For example…