As we continue our journey into the age of the fourth industrial revolution, today’s customers are keen to interact with any brand willing to invest in new technology. The right innovations can make a business more efficient, delivering improved outcomes for customers, and better levels of customer satisfaction. However, some solutions have a higher ROI than others.
One of the most critical areas to focus your innovation budget today is on security and privacy. No matter which industry you’re in, you can guarantee that your clients want to know you’re taking steps to keep their information secure. Biometrics, the technology that uses computer vision and AI to recognise unique features of a customer, may be the way of the future.
Through biometrics, companies can facilitate faster, more convenient customer experiences, while still checking all the right boxes for security and compliance.
How Biometrics Improves CX
Customers want quick and convenient way to access account details and information when dealing with a common problem or making a purchase. However, they also want to ensure that only they can access their details. This presents companies with the challenge of figuring out how to keep customer details safe from fraud, while avoiding too much complexity.
Two-factor authentication strategies and other security updates are a step in the right direction. However, there’s always a chance that criminals could overcome these measures. Just as cybercriminals can access passwords and usernames online, it’s also possible to steal a customer’s email address or phone number where they receive a confirmation code for a log-in.
Biometrics bypasses this problem. It’s much harder to steal a person’s unique voice print, fingerprint, or eye scan than it is to steal a phone. What’s more, with biometrics, customers don’t have to worry as much about remembering intricate security details or key phrases. All they need to do to prove they are who they say they are, is deliver biometric details.
Could Biometrics Be the Key to Future CX Security?
Biometric security markets are growing all the time. The facial recognition space alone is expected to be worth around $8.93 billion by the end of 2022. Already, many companies and banking industries are experimenting with biometrics as a way of protecting their customers. This could mean asking a customer to use a pass phrase when accessing their account details through a phone call with a bank.
The AI technology built into the contact centre system at that bank would then scan the voice of the customer for dozens of crucial factors that differentiate them from any other human being. Customers can then use the same biometric details to access any information they need on their account, without having to worry about additional passcodes and other details.
The result is a more streamlined omnichannel experience for your customer, built on unique details that are extremely difficult to mimic, even in today’s modern environment. Customers can use biometrics to feel more secure with the brands they rely on, without compromising on simplicity.
