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Voice: Still the Most Natural, the Most Comfortable and the Safest - Sestek - ContactCenterWorld.com Blog

Voice: Still the Most Natural, the Most Comfortable and the Safest

As in our previous post (From Single-Use Bots to Intelligent One-for-All Bots), the scope and scale of bots is expanding day by day. Furthermore, bots, whose capabilities have increased and diversified through artificial intelligence and machine learning, also facilitate the provision of more inclusive and accessible services for people of different ages, cultural backgrounds, disabilities, gender, temporary and permanent impairments, race and socioeconomic status.

There is no doubt that algorithms are one of the main actors shaping our present and future experiences. It has effects on our past experiences as well. An artificial intelligence application that successfully deciphers destroyed or missing Ancient Greek inscriptions and seems much more successful than human beings in this task (DeepMind AI beats humans at deciphering damaged ancient Greek tablets) is just one example among many others. It was also an artificial intelligence application that revealed that the work “Samson and Delilah”, which has been on display at the London National Gallery for 40 years, allegedly belonging to Peter Paul Rubens, is fake (Was famed Samson and Delilah really painted by Rubens? No, says AI).

As can be seen from these examples, algorithms are already more adept at distinguishing fake from real than the human beings who created them. On the other hand, bots equipped with superhuman abilities gain the ability to pretend to be human, and this enriches the possibilities of people to pretend and to show oneself different from what they really are. For example, machine learning and artificial intelligence technologies make it possible to clone a person’s voice and imitate their speech by making use of a person’s speech recordings. In this way, it is possible for people who have lost their voice or already passed away to continue to speak via their own voice, albeit through a digital interface. Similarly, an actor can voice different projects at the same time by cloning his own voice and increase his income (dubbing artist and actor Tim Heller explains that by cloning his voice, he can do many things simultaneously, such as animating cartoon characters, voicing books and documentaries, speaking in video games, and voicing in movie trailers). Similarly, it is possible for a singer to have his/her cloned voice sing in languages he/she does not speak.

What if behind the familiar and reliable voice on the phone there is a hand you wouldn’t want to shake?

Every new technique we develop makes us go beyond what we achieved previously, using much less effort and fewer resources. However, the impact of developments is not limited to our good and harmless abilities. The criminal world also (FBI says profits from cybercrime hit $3.5 billion in 2019) develops and diversifies its methods by making use of new techniques. The news about people being deceived or defrauded via phone or e-mail by strangers no longer surprises any of us. However, deepfake technology, which can make the cloned image or voice do the desired movement and say what is wanted, also increases the possibility of encountering a bot with the appearance and voice of someone we already know, and this sounds quite frightening.

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If he/she is not nearby, hearing his/her voice over the phone can be considered the surest way to understand that we are communicating with someone we know. The incident of a bank manager is a case in point. In early 2020, a bank manager in Hong Kong received a call from a man whose voice he knew (he was the manager of a company he had spoken to before). The manager had good news: his company was about to make an acquisition, so the bank had to allow some money transfers of $35 million. A lawyer named Martin Zelner was hired to coordinate the procedures, and the bank manager could see emails from the manager and Zelner in his inbox and verify which amount of money was to be sent where. The bank manager started making the transfers, thinking everything looked legitimate. What he didn’t know was that he had been tricked as part of an elaborate scenario where the scammers used “deep fake” technology to clone the company executive’s speech.

The first recorded case, which is thought to have used the voice cloning technique, took place in March 2019. A fraudulent transfer of 220,000 EUR  (Related article from The Wall Street Journal) was requested in an incident where scammers used AI-based software to imitate the voice of a CEO, and what cybercriminal experts described as an unusual case of AI used in hacking.

It may be frightening that criminal world actors come up with more sophisticated and complicated scenarios by taking advantage of new technologies, but it is not a healthy and logical reaction to refrain from using these technologies. It is highly probable that we would still be living in caves if our ancestors had only focused on how unsafe the life outside was and had not thought of developing appropriate protective methods and tools. On the other hand, it is impossible for us to protect personal computers against external attacks by examining the files one by one; nor does it seem possible for us to protect ourselves against increasingly sophisticated fraudulent methods by being more vigilant or by continuing to use outdated security methods. For instance, if a multi-factor authentication system or a voice biometrics solution equipped with passive authentication and effective fraud prevention capabilities, capable of operating independently of language and accent, and of distinguishing whether the voice is reproduced by digital means, were used in the examples above, it would be highly likely that the cases would have been prevented from producing undesirable results.

In fact, voice, like fingerprints or iris, is a uniquely human trait. This paves the way for voice to be used as a powerful authentication tool. Unlike PINs, passwords and answers to challenge questions, voice biometrics can’t be compromised without the knowledge of the voice’s owner. This is one of the factors that makes voice verification much more secure. However, it is not possible to do such an analysis by manual listening. The conversational biometrics solutions we developed as Sestek analyze the voice based on over 100 parameters. The solutions in question have playback manipulation detection functionality. This means that the solution will detect whether the party on the other end of the phone is actually speaking or is playing a voice sample. When a recorded voice sample is played, the technology can detect and report the situation by using the synthetic voice detection feature. The system, which can detect even known fraudsters with its biometric blacklist detection feature, uses a voice change detection algorithm to determine if a user’s voice has changed during a conversation. ING Turkey, one of our customers using this technology, shortened the average call time by 19 seconds for calls requiring identity verification. Thanks to this saving, they reduced operational costs and increased customer and representative satisfaction.

For details on our conversational solutions, please visit

https://www.sestek.com/conversational-biometrics/

Source: https://www.sestek.com/2021/12/voice-still-most-natural-most-comfortable-and-safest/

Publish Date: December 20, 2021


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Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
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Combines knowledge management with call support as continue improvement.

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eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

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FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

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Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

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ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

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Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 



View more from Sestek

Recent Blog Posts:
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021
How to Deploy Successful Conversational AI ProjectsApril 1, 2021
Transformation of Driving Experience: Tips for Implementing Conversational AI in Automotive IndustryMarch 9, 2021
The Pillar of a Successful Conversational Journey: Speech RecognitionOctober 10, 2020

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