The airport check-in: you'd rather watch the paint dry.
Security checks, anxiety, impatience, and dread.
Like sheep, you and a hundred other passengers queue up - and wait - only to be ushered slowly along lanes with retractable belt barriers.
Then, finally, you're greeted by chilly, nonchalant airline agents. And as you look at your watch ("Am I having fun yet?"), you still need to pass through security.
Such a scenario repeats itself daily at airports worldwide - millions of times.
There were - and still are - similar aggravations in contact center experiences.
You call. You're put on hold. After waiting, you reach a live human being only to be subjected to a numbing list of security verification questions: date of birth, account number, address and mother's maiden name, even the make and model of your first car.
AI Knocks Down Security Pain Points
Fortunately, AI has improved security and compliance while removing customer pain points and enhancing CX.
A typical authentication process focuses on a common and repeatable set of easily automated questions. Indeed, any process with repeatable and highly defined parameters is ideal for AI.
"Conversations have commonly repeated components. We look for those similar words and phrases," said Ben Rigby, SVP, Global Head of Product & Engineering, Talkdesk, during a thought-provoking webinar.
"Then, with voice biometric authentication, one's voice becomes one's password. For agents, it removes verification's repetitive, tedious work."
Repeat callers no longer endure the same verification and security questions. Instead, when they call, their identity is verified and authenticated from a voice biometric.
"AI-based authentication can be a friction-free process," Rigby explained.
The benefits are compelling. AI automates authentication, creating autonomy and improving operational efficiency. Call topics are contained, which means faster customer resolution. AI is a strong bulwark against fraud and protects customer data.
AI Increases Visibility, Quality, and Compliance
Quality management is a long road and managers tools they can muster to extract its full value.