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Call center report shows consumer preference for voice biometrics


55 percent of UK consumers would use voice biometric technology for some phone banking tasks, but many still appreciate personal interactions, according to a new report.

The new report, focused on call center customer service, was commissioned by Avaya and Sabio and looked at responses from 2,000 consumers in the UK.

The survey found that 81% are comfortable using Interactive Voice Responses for dealing with financial matters, while 55% would be happy to use voice biometric technology when checking account balance. In addition, the survey also found that consumers show preference for brands that make is easier to go through identification and verification when making payments.

That being said, only a minority (35%) see biometrics as an option for more general and less sensitive tasks like renewing car insurance.

Among the other findings from the report is that many consumers still appreciate personal interactions with agents for support.

“There is still a very strong role for voice in the contact centre as it offers unrivalled versatility in solving complex queries and a key gateway for those who are not online – nearly 20% of the UK population. That said, technical solutions to address concerns about fraud and data security are also critical,” Simon Culler, Managing director , UK, Avaya said. “In essence, UK businesses need to listen to their customers, assess their corporate requirements and look at the demands being placed on them through their customer service channels, and from there determine the right strategy and solutions to meet their customer service needs.”

According to the two companies, the full report is available on request.

Reported previously, a separate research report published last month found that 1 in 2 people would prefer biometric payment options, far outweighing the popularity of other emerging options.

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