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121010_Mobile Banking & Payments for Emerging Asia Summit 2012_Voice Biometrics & Natural Language Understanding: Powering a Secure & Personalized Banking Experience
1. Voice Biometrics & Natural Language
Understanding:
Powering a Secure & Personalized
Banking Experience
1 ENTERPRISE SOLUTIONS
2. About Nuance
• Leading provider of solutions for Speech,
Predictive Text and Imaging
• Over 12,000 employees in 37 global offices Healthcare and Mobile and
Consumer
with more than 1800 employees in SE Asia. Medical
Products
Transcription
• Support 17 SE Asian Languages for Voice 4,000 Healthcare 5 Billion phones,
Institutions and cars and PNDs,
Recognition over 75% of mobile
350K doctors
• 4 diversified business units with US$ 1.4
phones
Billion annual revenues in 2011
• 900+ R&D staff in 10+ locations; ~150 Imaging and PDF
Business & Enterprise
researchers augmented with 50+ researchers Customer Care
consumer
from IBM JDA 4000 solutions
with 30 Million
handing more than
– 4,000+ speech-enabled self-service deployments registered 9 Billion Customer
desktop application Care Interactions
– Trusted advisor to Fortune 500 companies for
users
over 15 years
• 4000 patents and pending applications
– 5B+ mobile devices
– 5M speech-enabled cars
– 1M voice transactions/day (growing)
– 80 global languages
2 ENTERPRISE SOLUTIONS
6. Voice Biometrics
Your Voice is Your NEW Password
6 ENTERPRISE SOLUTIONS
7. The Leader in Voice Biometrics
• Over 20 million active
voiceprints
• Consistently rated
• Worldwide
deployments most accurate by
third party
evaluations
• Over 12 years of
in-house R&D
• Best of breed
technology. Leader
• 2010, Acquisition in NIST
of PerSay evaluations: SRE
2006, 2008, LRE
• 2011, Acquisition 2009, 2010
of Loquendo
• Mobile, Web, IVR • Speech solutions &
and Call Center expertise beyond
Solutions voice biometrics
7 ENTERPRISE SOLUTIONS
8. How it Works
Behavioral Physical
Characteristics Characteristics
Pronunciation, emphasis, Unique physical traits of your
speed of speech, accents… vocal tract, mouth shape and
size , nasal passages
Physical and behavioral factors combine to produce
unique voiceprint for every individual.
8 ENTERPRISE SOLUTIONS
9. Nuance Voice Biometrics Solution Portfolio
Recorded Speaker
Authentication Speaker Verification
Identification
verifies a speaker’s identity transparently identifies identifies speakers in
based on voiceprints speakers and identifies audio recordings,
acquired during an known fraudsters during typically
interaction with IVR, web, the course of natural to collect evidence for
or mobile applications conversation a fraud investigation
9 ENTERPRISE SOLUTIONS
10. But…What if?
What if I have a cold?
– Voiceprints measure behavioral characteristics of the
voice, as well as physical characteristics of the
person’s vocal track, which don’t change when hoarse
or nasal
What about impostors using a recording of my
voice?
– Analog-to-Digital recording, followed by Digital-to-
Analog playback through the speaker, results in
degraded data insufficient to match the voiceprint
– High-end recording equipment fooling the system is
eliminated by using something you know
information, intra- and inter session variation and
liveness testing
What about impressionists imitating me?
– Voiceprints capture more voice features than
mimics can copy, so they are not easily tripped-up
by impressionists
10 ENTERPRISE SOLUTIONS
11. Options – How do they compare?
Cost of Ownership Lower Higher Higher Higher
Equipment at Access Point No Yes Yes Yes
Remote Identification Possible Yes No No No
Secure Yes Yes Yes Yes
Physically Intrusive No Yes Very Very
Possible to Lose or Forget No No No No
Source: Datamonitor, 2000
• “Voice biometric systems have the innate ability to scale quickly and
without significant incremental cost”
• Overcomes literacy challenges
Opus Research, November 2005
11 ENTERPRISE SOLUTIONS
18. Adoption of Voice Biometrics - Regulatory
– The FFIEC (Federal Financial Institutions Examination Council)
specifically mentions biometrics as an accepted method for
authenticating customers, and lists voice biometrics as one of the
types used in two-factor authentication
– BASEL Guidelines for Banking states ‘voice scans’ as one of the
biometric authentication methods endorsed by the Regulators..
– Voice Biometric has and can be accepted as supportive evidence
in a court of law
– MPFI minutes Resolution 7 – In India, you can use voice print as
means of authentication for value below 1 lakh in mobile payments
18 ENTERPRISE SOLUTIONS
25. Creating extraordinary customer
experiences across all channels…
Intercept & Understand Connect or Deflect &
Analyze
Identify Intent Automate Notify
Assess Direct Full or partial Pre-empt or Insight to
customer profile interactions automation of deflect with improve
& verify identity according to inquiries proactive customer
intent communication experience
25 ENTERPRISE SOLUTIONS
26. >> Solutions for key challenges
! Consistent
experience
Cost to serve
Consistent
experience
! & volume of
interactions
Automation
for all
channels
! First contact
resolution
Call
steering
! Strengthening
security
Biometric
Authentication
! Increasing
cross-sell
Real-time
profiling to
increase
relevance
Understanding
! cross-channel
Integrating YOUR
conversation
Understand
intent in any
! information
systems
ENTERPRISE
channel Bridge
systems
without
integration
26 ENTERPRISE SOLUTIONS
28. Nuance Mobile Advantage
Nuance Mobile Advantage
A portfolio of products that improve Discovery,
Accessibility, Connectivity, and Simplicity for
your mobile customers
Mobile NINA
Nuance Authentication Delivers an
Call unprecedented
Add voice biometrics to mobile customer
Intercept your mobile app to service
improve security and experience by
Launch app upon ease of use turning
call to a service smartphones into
from a voice-enabled
Smartphone to customer service
drive mobile app assistants.
usage
28 ENTERPRISE SOLUTIONS
30. Address Change
Extracts content, context
and meaning from a
request ensuring
enhanced usability while
completing a task.
Click
30 the mobile screen to run the demo ENTERPRISE SOLUTIONS
31. Bridge to Agent
Extracts content, context
and meaning from a
request ensuring
enhanced usability while
completing a task.
Click
31 the mobile screen to run the demo ENTERPRISE SOLUTIONS
32. Navigate – Find the nearest branch.
Extracts content, context
and meaning from a
request ensuring
enhanced usability while
completing a task.
Click
32 the mobile screen to run the demo ENTERPRISE SOLUTIONS
33. Search/Find/Refine – How much did I spend?
Provides a Natural
Language dialog engine
that robustly supports
user-driven queries and
commands in multi-turn
interactions.
Click
33 the mobile screen to run the demo ENTERPRISE SOLUTIONS
34. Make a Payment
Provides a Natural
Language dialog engine
that robustly supports
user-driven queries and
commands in multi-turn
interactions.
Click
34 the mobile screen to run the demo ENTERPRISE SOLUTIONS
35. Click
35 the mobile screen to run the demo ENTERPRISE SOLUTIONS
36. Click
36 the mobile screen to run the demo ENTERPRISE SOLUTIONS
37. Click
37 the mobile screen to run the demo ENTERPRISE SOLUTIONS
38. Nuance Interactive Natural Assistant (NINA)
Your Virtual Assistant for Mobile Customer Service
Navigate
Eliminate
many levels of
mobile pages,
web pages,
phone menus.
Transact External as well!
Fewer steps
to complete.
Conversational
experience
makes it natural. Find and
Refine
Context-based
filter gets users
answers to their
questions and lets
them refine the
results
38 ENTERPRISE SOLUTIONS
ENTERPRISE SOLUTIONS
