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A study released today found that Australian consumers feel the use of voice biometric authentication is the most secure means of verifying personal identity over the phone.
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Harris Interactive conducted the study on behalf of Nuance Communications to uncover Australian consumers’ attitudes towards voice verification and their level of concern over the security of their personal data.
Results include the fact that nearly half of consumers don’t feel secure that they are the only person who could access their account though customer service and one-third of people want better protection of their personal information when calling customer service departments.
Six in ten (61 per cent) Australian consumers feel that voice verification is a secure, very secure or extremely secure form of identity verification. Approximately half or more of consumers feel that voice verification is more secure than the other authentication methods that can be used over the phone, including home phone number, memorable information, password, PINs and account information.
The research findings also suggested that voice verification is viewed as a business differentiator with over two-fifths (44 per cent) of those surveyed agreeing, including very strongly and strongly, that they prefer to do business with a company providing voice verification solutions. An additional 21 per cent of respondents somewhat agreed.
Additional findings included:
* While consumers want improved data protection, they also want it to be convenient. So it’s not surprising, with more than half of respondents indicating that they forget their password half or some of the time, that the convenience of having less security information to remember was one of the highest ranked perceived benefits of voice verification technologies, second only to combating identity theft.
* After listening to an audio of how the voice verification process would work during a customer service call – 59 per cent said they would be likely, very or extremely likely to use voice verification.
