Splice Software, VoicePIN Leverage Voice Technology to Add Value


Splice Software, VoicePIN Leverage Voice Technology to Add Value

By Rich Tehrani, Group Editor-in-Chief, TMC  |  October 26, 2015

Big data and analytics have had a huge impact on numerous spaces and certainly marketing is one of these areas. Perhaps the first mainstream story describing the concept revolved around a retailer knowing a customer was pregnant before her family knew. The possibilities are certainly endless.

You may recall a post I wrote some time back about IBM (News - Alert) and the concept of digital Darwinism – the idea that companies that embrace new technology will win out over those that do not. Part of the article discussed how much money IBM is investing in big data and consulting to entrench itself in the marketing space. I certainly thought about this when speaking recently with Tara Kelly (News - Alert), president and CEO of Splice Software. Her company provides personalized 100 percent cloud-based, human voice solutions that deliver highly engaging, data-driven, proactive, personalized customer communications.

The goal of using this solution is to provide measurable returns through increases in engagement, brand loyalty, attention spans, and response rates. Splice allows you to add human voice to dialers from major providers in the space including Five9 (News - Alert), Genesys, Nuance, and others. Crowdsourced talent keeps the price down and a profile-based API allows companies to be more contextually accurate and call people by their names.

Over time the company has been involved in hundreds of millions of transactions in tens of millions of households. This data is quite valuable – especially in cases where A/B testing was used to determine consumer preferences.

This is where IBM comes in. Big Blue is working with Splice software to take the massive trove of data that’s been accumulated to better determine how to most effectively communicate with customers. We can expect Splice to explore new models in the future with its massive amount of data – working with other companies to help them sell more effectively. As a bonus, customers will have communications they prefer.

I also recently spoke with Krakow-based VoicePIN. Voice biometrics isn’t new, but the company is looking to change the way the technology works.

Instead of dealing with ASR, which has all sorts of problems, the four-year-old company’s system uses technology that allows it to be language independent – it should work out of the box in all countries.

According to Lukasz Dylag, CEO and co-founder, “VoicePIN can verify lexical text in sentence by language independent mechanism.”

We spoke at length and he explained that his company’s solution is being used in the Polish Ministry of Finance, as well as by insurance companies and banks. It works in call centers, in apps, for the IoT, on websites, and/or anywhere you can record and process sound.

The company’s documentation explains there are no issues with illness, hoarseness or temporary indisposition. Typical enrollment for an individual takes about 15 seconds, and three seconds are required to validate the user is authentic. In terms of installation time, a bank was able to get the system up and running in three months – with the delay being primarily attributed to app integration. Dylag also pointed out the company prides itself on its open APIs and documentation.

The solution can work with a fixed password, can be text independent, or use a voice captcha. In terms of security, it can detect if a voice has been recorded and played back in hopes of fooling it. This is done by comparing and finding two samples which are 100 percent identical. There is also fraud detection, which can check to see if an account has had an attempted hack.

Going forward we can expect the company to deliver us mouth movement and hand movement biometrics for additional security. Dylag explained that the distance and angle you hold your smartphone from your face can be used as a unique identifier.

We certainly know cybersecurity is becoming a huge issue. Having a fresh new way to authenticate a user means the good guys have another weapon to fight those who are looking to break into their systems.

Edited by Kyle Piscioniere
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