Why It’s Important
Voice authentication tools have become more popular alternatives to having users activate physical devices for MFA in recent years given that most digital devices today enable card-not-present (CNP) transactions because of their built-in microphones. However, as stated in the advisory paper, ‘Voice Biometrics as a Component of Multi-Factor Authentication (MFA)’,
Such a technology generates convincing fake human voices, they can be used in a malicious way to negatively impact the voiceprints used in transactions.
VoicePay’s advanced deep fake detection and anti-spoofing features are one of the ways vendors today have started leveraging the fluid–structure–acoustics interaction model during voice production so that vocal tracts are better differentiated. With the growth of AI and machine learning in voice biometric solutions, the future of customer service will be increasingly AI-centric where natural language, voice, and even visual assets will be used for MFA. However, enterprises should be aware that it will take time to mature as privacy and security issues associated with AI are still evolving to strengthen authentication processes.
Who’s Impacted
- AI developers
- IT teams
- Customer service support teams
What’s Next?
- Enterprises must review potential vendors’ security layers and only purchase recording solutions that support multi-factor authentication.
- Introduce alternative mechanisms for authentication that do not depend on biometrics to accommodate users with special needs.
Related IBRS Advisory
1. VENDORiQ: Meeting Transcription Leader, Otter.Ai, Now Offers Two-Factor Authentication For All Plans
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