2020 has fundamentally transformed the way we live and work. Organizations, and the technology they use, are adapting at a record pace. The key to successful evolution is organizational agility. Here are four trends that will propel tech into 2021:
Shift to Total Experience (TX). You may have heard the term “multiexperience,” which refers to the shift from a singular screen and keyboard to a multimodal digital world, where technology surrounds you, going from your laptop to your phone to your tablet to your desktop and back again. TX takes that to another level; it keeps in mind each and every player in the experience game—employees, customers, users. Historically, these players have had immersive digital experiences, but they were separate. Imagine how much easier things would be if they were the same? That’s TX. At LumenVox, we are building our speech and authentication technology stack with multichannel and multimodal capabilities to address this demand in the remote workforce and contact center.
In a remote world, TX strategy will create a strong competitive advantage, as organizations with TX will outperform over the next three years.
Invest in Artificial Intelligence. Artificial intelligence is first and foremost a discipline, with any success stemming from an intense daily grind. However, that effort doesn’t always pay off. According to Gartner research, only 53% of projects make it to production, making it essential that companies put the extra time and engineering effort into AI projects. That’s why at LumenVox, Artificial Intelligence has always been a central component of our technology. Our speech recognition and voice biometric algorithms are built upon AI and Machine Learning principles so that our technology continuously evolves. LumenVox also has invested heavily in Research & Development, so we can deliver Artificial Intelligence technology which is robust, scalable, and easily deployed.
Cloud Enablement. At LumenVox, we have been ensuring our technology responds to the demands of multi-cloud environments so that organizations do not have to rely solely upon in-house IT infrastructure. Instead, they can provide their customers with LumenVox software via the cloud. In a post-COVID world, this is critical, as the world now runs remotely.
Prioritize Privacy. Privacy has always been a priority, but now that priority is marked urgent. Data protection legislation is maturing. In 2020 California finally implemented the California Consumer Privacy Act, signed into law in 2018. The CCPA is one of several state-mandated regulatory policies the US has implemented. Similar regulations appear in other countries whose model has been Europe’s GDPR rules protecting consumer privacy. This requires organizations to put more stringent controls in place to guard against threats and to protect users’ privacy. LumenVox provides advanced voice biometrics to add robust layers of security for organizations of all shapes and sizes, safeguarding sensitive business and consumer information.
In summary, it’s important for any business to always look ahead. The more a business looks toward the future in tech, the more it cannot just adapt and survive, but also thrive. LumenVox’ chief aim for 2021 is to assist businesses in their advancement by directly addressing these trends in voice technology.
Learn more about our full suite of technology here.
LumenVox, a leading global provider of speech and authentication technologies, has officially partnered with the Austrian company fms/Austrosoft. fms/Austrosoft is the technology leader in elaborate dispatch system for taxi and car rental in Europe and has integrated LumenVox’ voice technology into fms Callbot for networked and digital telephone ordering.
fms/Austrosoft has been working for more than 35 years to continuously improve the dispatching service by optimizing the ordering experience for customers. In doing so, the company, just like the mobility industry, is constantly facing new challenges that are mastered with its own know-how and a technology partner like LumenVox.
The hardware and software solutions from fms/Austrosoft are aimed at all participants in the dispatching process. This includes the initial booking by the ride customer, the dispatching by the taxi center and the final order processing by the driver. To take the initial booking interaction via taxi call centers to the next level, the IT experts at fms/Austrosoft developed the fms Callbot with integrated voice solutions from LumenVox.
This is the digital agent for the 21st century, enabling networked and digital telephone ordering to provide the passenger with a completely new ordering experience. Whether it is an instant order or a pre-order, the fms Callbot seamlessly transitions the passenger from the analogue to the digital world.
As an official reseller of LumenVox, fms/Austrosoft offers its customers direct access to LumenVox’s entire voice and authentication portfolio with the fms Callbot. This includes:
Accompanying the publishing of the third annual Intelliview Report entitled, “2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges” by Opus Research, a webinar “The New Authentication Ecosystem: A Primer,” outlined the research findings and insights, and discussed several key themes addressing voice biometrics, fraud detection, digital orchestration, and continuous authentication.
LumenVox’ Chief Revenue Officer, Shawn Edmunds sat alongside industry experts, Dan Miller and Derek Top of Opus Research, and Matt Smallman of SymNex Consulting to educate enterprise decision-makers who want to identify authentication solutions that remove friction from authentication processes.
The discussion speaks to enterprises who are looking for solutions that involve zero or minimum effort on the part of the customer, while still establishing a trusted communications link with their brand. These enterprises want technology that addresses the top needs and priorities of the end customer, improved satisfaction, and greater security.
The panel focuses on the now urgent issue of environment. In a post-COVID world, there has been a major shift. There is now the requirement of an ecosystem that can adapt and scale at lightning speed. They also answer several key questions from the end user’s perspective: Does voice biometric and other technology work? Will it scale? Will end-users use these services and be happy with the experience?
Other key takeaways include:
A timeline and continuum of Intelligent Authentication (IAuth)
An outline of voice technology decision rules
Trends in IAuth, for employees and consumers
The impact of COVID and fraud on IAuth
LumenVox’ unique position in the voice technology market
As the Intelliview report demonstrated and the webinar highlights, LumenVox’ technology, available for both on-premise and cloud deployments, stands as a leader of voice technology–not only creating a better customer experience but also adding trusted layers of security.
LumenVox is pleased to announce that we have partnered with jtel Germany, a leading provider of advanced contact center solutions. This alliance leverages jtel’s solutions with LumenVox’ complementary, best-in-class speech technology.
LumenVox and jtel focus on delivering outstanding customer experiences through the contact center. Operating mainly in Europe and providing professional support in Germany, Austria and Switzerland, jtel specializes in contact center automation development and omni-channel interactions. With jtel’s long-standing commitment to streamlining customer interactions, increasing productivity, and creating deeper customer relationships for businesses around the world, this partnership will accelerate and expand the use of speech technology to improve operational efficiency, increase customer satisfaction and reduce fraud for organizations around the globe.
As a recognized partner of LumenVox, jtel offers its customers streamlined access to LumenVox’ entire speech and authentication portfolio, including:
Call Progress Analysis, which allows the recognizer to analyze speech and automatically discern appropriate timing for outbound telephony campaigns and notifications.
Voice Password, an active voice biometrics platform which authenticates customers using text-dependent voice biometrics.
Passive Voice Biometric Authentication, a passive voice biometrics platform which authenticates customers independent of a phrase, so it can occur naturally in conversation with a live agent.
Fraud Scanner, a cutting-edge fraud detection tool to identify fraudulent activity using state of the art voice biometrics.
As a jtel partner, LumenVox can now provide skills and technology to deliver outstanding customer service to any organization. The partnership ensures consistent integration and exceptional support to meet the unique and individual needs of jtel customers.
The development of Automatic Speech Recognition techniques continues to accelerate. Already an established technology, Automatic Speech Recognition is growing by leaps and bounds each year, especially as artificial intelligence contributes to evolution. A crucial building block of artificial intelligence is deep learning.
What is Deep Learning?
Deep learning refers to the process of a computer model learning how to do classification tasks by example, directly from audio, text, or images. These models are trained using very large sets of data and neural network topologies with many hidden layers, to which the word “deep” refers. Deep Neural Networks can achieve state-of-the-art performance in many different fields, even exceeding human-level performance on some of them.
What are Neural Networks?
More specifically, neural networks are a series of algorithms, whose job it is to identify relationships within a set of data, a process that simulates the way a human brain identifies underlying connections. When it comes to speech technology, neural networks enable us to push the limits of speech recognition.
Which Neural Network for Automatic Speech Recognition?
Deep Neural Networks are transforming the way humans interact, playing an important role in the technological revolution of artificial intelligence. At LumenVox, our Research and Development team is currently utilizing Time Depth Separable Convolutional Neural Networks (TDS CNN).
Convolutional Neural Networks are advantageous for a few reasons: They are computationally efficient, making them highly useful for mobile applications, and they have fewer knobs to toy with, fewer parameters to adjust. That means LumenVox customers get an ASR engine with greater speech recognition accuracy without requiring more compute performance, encouraging greater efficiency and performance.
LumenVox’ deep learning technology is applied to many of our technologies, including Automatic Speech Recognizer, Natural Language Processing, and Voice Biometrics. To learn more about our comprehensive stack, or to take an even deeper dive into deep learning, contact us today!
LumenVox Luminaries is a podcast that broadcasts thought leadership pieces on the subject of voice technology. This episode features Dr. Clive Summerfield, LumenVox Managing Director of EMEA-ANZ, discussing a case for active voice biometrics with his perspective on the specific benefits of Active Voice Biometrics.
I’m Clive Summerfield, Managing Director for LumenVox EMEA [Europe, Middle East, Africa] Australia and New Zealand, and I’m here to talk about Active Voice Biometrics. Many of you may have actually heard about Voice Biometrics, and I’m here to talk about the particular benefits of Active Voice Biometrics as opposed to Passive Voice Biometrics.
Q: What is Voice Biometrics?
Voice biometrics is a technology that allows a system to authenticate the identity of a person from an analysis of their voice. Like your fingerprint, your voice is unique. And so, like your fingerprint voice can be used as a very powerful technology for authenticating the identity of the speaker: you actually are who you say you are. And that’s a literal statement; the voice and the sound wave that emanates from your lips and your nostrils contains within it an acoustic signature that is unique to that individual speaker. And that in a nutshell is what Voice Biometrics is all about.
Q: What’s the difference between Active and Passive Voice Biometrics?
Voice biometrics comes in two flavors, essentially. There’s Active and Passive Voice Biometrics. Active is where a system asks you a specific question, and you have to answer that question with the correct voice. The obvious one here is a phrase like “My voice is my password,” but it can be anything—it can be your name; it can be your date of birth; it can be your address, your zip code or here in the UK your post code. It could be an account number or your telephone number. So this is where Active Voice Biometrics is Actively verifying your identity from a phrase that you’re actually saying. In Active Voice Biometrics you have to say the correct phrase with the correct voice. Now Passive on the other hand is a technology that sits in the background and listens to a conversation. Passive Voice Biometrics is, as the name implies, passively listening to a conversation and just understanding the voice characteristics of the speakers to recognize who the speakers are.
Q: Where is Active Voice Biometrics most appropriate?
The ideal application for Active Voice Biometrics is in telephone self-service and particularly for authenticating identity of speakers using IVR systems, particularly self-service applications—such as banking applications, government applications, applications for retail and telecommunications services. So in those applications the IVR prompts you for a piece of information. “Please say your telephone number.” And you have to say the correct telephone number with the correct voice in order to positively authenticate your identity, giving you a very strong level of surety that the speaker is the account holder and not an imposter trying to break into your accounts.
I feel like the big application for Active Voice Biometrics has been in telephone-based password reset. And there are numerous examples of Active Voice Biometrics being used for telephone password reset applications, and those are principally in help desks and internal-facing employee helpdesk applications and services. But Active Voice Biometrics is far more than just a password reset application; it is also a password replacement technology where voice can be used instead of passwords for many applications. These include IVR telephone self- service chat bots and increasingly online services and IOT devices.
Q: What about the future of Active?
Well, there is good news in that voice interactions are growing in the world, I mean, despite the demise of telephone call centers, the growth in voice communications is growing exponentially at the moment. According to Gartner, 30% of all searches are now voice-driven which tells you where voice communications is going in the future. So the digital channel is where all the action is actually going to be in the near term.
And whilst Active still has a very important role to play in telephone services, the future of Active is actually in the digital channel. Now digital channels are almost by definition driven by phrases and single phrases, which is where Active has very strong application over and above Passive. So Active is the only technology in the digital channel that is applicable for things like second-factor authentication. I like to think that Voice Biometrics and Active Voice Biometrics is actually the world’s best second-factor authentication which can be used to augment things like PINs and passwords that are traditionally stored up now in browsers. Active Voice Biometrics can be very effectively applied in digital channels and particularly in second factor authentication for browsers channels.
One of the big applications for Active Voice Biometrics is capturing voice through the browser as somebody is accessing a secure website such as Internet banking and other services of that nature, to positively authenticate that the person who is actually the account holder. This provides a much stronger security credential than PINs or passwords on their own. And Active is unique in so far that it’s the only technology that can harmonize the authentication between the emerging digital channels and the legacy telephone channels. You can use the same phrase in a digital channel as you can in a telephone channel. There’s no other biometric technology that provides this type of flexibility which means that organizations can harmonize their authentication strategies across all their customer service channels thereby providing a much more effective customer service experience.