Streamlining the Customer Experience
When it comes to customer satisfaction, there are several important factors at play, such as product quality, user experience, and discounts. However, the customer support experience often proves to be the defining factor. The seamless integration of customer support during a call is crucial for enhancing satisfaction and streamlining the customer experience[^1^].
The Importance of Authentication
Unfortunately, customers often spend a significant amount of time authenticating themselves before they can even speak to a human agent, whether it’s through a phone call or online chat. Questions like “What’s your mother’s maiden name?” or “What’s your favorite city?” can be easily hacked, making it relatively easy for impersonators to conduct transactions on your behalf[^2^].
Biometric Authentication: A Secure Solution
Biometric authentication provides an effective way to make customer support more seamless. It allows customers to securely and quickly authenticate themselves while speaking to a call center agent or engaging in live chat support[^3^]. Over the past decade, biometric authentication technology has become more affordable, making it accessible to businesses of all sizes[^4^].
Types of Biometric Authentication
There are various ways to biometrically authenticate individuals. The most popular methods include fingerprint scanning and facial recognition, both of which are integrated into modern smartphones. These physical authentication methods utilize an individual’s unique physical characteristics[^5^].
In addition, behavioral traits such as voice, handwriting, and walking style can also be used for authentication purposes[^6^]. Each method has its own pros and cons. For example, voice biometric authentication is ideal for customer support, but even a mild cold or cough can make it challenging for the algorithm to authenticate the caller. Similarly, accidents can make authenticating individuals through fingerprint or facial recognition difficult[^7^].
To provide the best customer support experience, offering multiple authentication methods is the way forward. This ensures that customers can avoid getting stuck in a loop while attempting to resolve their issues[^8^].
Integrating Biometric Authentication into Customer Support
Most businesses today use cloud-based call center software applications to manage customer support. These applications offer customization options through third-party integrations. For instance, integrating voice recognition software can facilitate authentication of callers[^9^]. APIs and webhooks allow the seamless incorporation of AI tools that effectively authenticate behavioral traits, including voice[^10^].
Furthermore, organizations can use different applications for various customer support channels, such as call centers and live chat support. With the same backend technology, customers can be uniquely authenticated across these platforms[^11^].
Use Cases and Examples
Biometric authentication serves two primary use cases in customer support: external communication and internal communication. External authentication ensures secure processing of requests from individuals calling the contact center. Internal authentication becomes vital when agents work remotely, as it verifies their identity and ensures that the person representing the organization is indeed the authorized individual[^12^].
While some organizations use two-factor authentication tools like security tokens, these methods can be susceptible to manipulation in a remote work setting. Biometrics provides a more reliable and secure approach to protecting an organization’s assets from impersonators[^13^].
For example, consider a call center agent logging in from home. Without supervision, they may choose to hand over their responsibilities to a family member. Traditional authentication methods may not detect this behavior, but voice-based biometrics can periodically assess their speech and authenticate the agent without any active effort on their part[^14^].
The Future of Biometrics in Customer Support
In the wake of the COVID-19 pandemic, remote work and online shopping are likely to become more prevalent. In this evolving landscape, biometrics will play an essential role in authenticating both customers and agents. As a result, we can expect to see the widespread adoption of biometric authentication technology in the coming years[^15^].
[^1^]: IT Chronicles – New Ways of Working[^2^]: Zendesk – Why Companies Should Invest in the Customer Experience
[^3^]: Phonexia – Benefits of Voice Biometric Authentication in Call Centers
[^4^]: Interact Software – How AI is Changing the Digital Workplace
[^5^]: Livevox – Customer Service Software: The Complete Buyer’s Guide
[^6^]: ValueWalk – China Coronavirus
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