The Intelligent Assistants Conference and Intelligent Authentication Conference (London | April 26-27) provides a single venue to meet visionaries, solution providers and your peers involved in customer care, contact centres, strategy & innovation, fraud & security, multi-factor authentication, and customer engagement.
A recent survey, conducted by two-factor authentication provider Swivel Secure, found some 74.2% of business owners keep a written log or have another type of offline system to record passwords.
It was gratifying to note that three members of the voice biometrics community made significant additions to their offerings in the past week.
Last Friday (April 29), in preparation for the Internet Identity Workshop (IIW), Opus Research (with a big assist from Judi Clark) made our new headquarters the venue for a “C3 Salon.” The topics under discussion addressed some of the “boil the ocean” challenges, like building Trust Fabrics, establishing exchanges that would treat personal information as “intangible assets” or “alternative currency” or building a general consensus around making sure that “purpose binding” and “context switching” are baked into all future data sharing schema.
One of the banes of phone-based commerce is the phrase, “Your call is important to us.” It tends to be the last thing an inbound customer hears from an IVR system before being put on interminable hold. It would be much more reassuring – and accurate – for an IVR to say that “Your identity is very important to us” and then, rather than indiscriminately placing each call on hold, to treat each caller according to his or her expressed preferences, status, or other known attributes.