Voice Biometrics Security Preferred by Customers

A recent Twitter poll conducted by Nuance Communications on consumer preferences for mobile customer service, transactions and security finds that nearly a third of consumers believe that voice biometrics is the best method for verifying their identity on their mobile device.

According to the poll, 84% of consumers contact customer service via their mobile phone and 16% use an existing app on their mobile phone to do so.

More than half (53%) of consumers polled said that security risks are a main concern when they complete a transaction on their mobile device, signaling the need for enhanced mobile security and identity verification, especially given the range of transactions that consumers want to complete on their mobile devices.

The survey found that there are a variety of tasks that consumers would like to complete on their mobile phone but currently can't. For instance, 41% of consumers say that they would like to pay bills - phone, utility, credit cards, and more - on their mobile phone, while another 47% said that they
would like to check their account balance for companies they do business with.

Nearly 70 percent would like the ability to automatically run a diagnostic program and fix their phone when there is an issue with it, while 51% say
that they would like to be able to self-activate their phone upon purchase.

Given the wide range of transactions that consumers would like to complete on their mobile devices, nearly a third of consumers said that their
preferred method of verifying their identity on their mobile device would be through their voice.

According to Hetal Pandya, Director of Product Management, Nuance, "With the majority of consumers contacting customer service via their mobile devices, now more than ever, the need for enhanced security is critical. Consumers are using their mobile devices as their passports to managing their lives - from paying bills to managing and setting up their accounts. Voice biometrics gives them the added level of security needed to ensure that their information is protected every step of the way."

About Nuance

Nuance Communications, Inc. is a leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance's proven applications and professional services. Info: http://www.nuance.com.
 

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