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Pindrop research predicts voice tech take off

Only 28% of businesses are currently using voice technology – such as Amazon’s AlexaIBM’s WatsonMicrosoft’s Cortana and Apple’s Siri – to communicate with customers. However, 85% are planning to get onboard in the next 12 months. 

That’s according to research by Pindrop involving 500 business and technology leaders. It has found that 67% of companies plan to use voice-activated assistants for the majority of customer interactions, while nearly one in four plan to use them for all interactions. The most popular options are Microsoft Cortana, Google Assistant and Amazon’s Echo.

At the same time, though, there are also high levels of concern (80%) about keeping the data acquired through voice-based technology safe. Vijay Balasubramaniyan, CEO and co-founder of Pindrop, said: “People’s security, identity, and therefore the wider conversational economy, is at stake as its use increases. If businesses intend to use voice technology for the majority of customer interactions in the near future, they need to make sure that this method of interaction is as secure as any other."

He warns that, at the moment, biometric checks can be easily fooled by a synthesised voice, while phone numbers that will be used to intercept virtual assistants can be spoofed. "As voice-activated assistants increase in usage, attacks will follow," he states.

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