The UX of Advanced Voice Biometrics for Authentication

When most people think of Voice Bio, it sounds a little scary. When most people think of Authentication, it just sounds frustrating. That may be, but what neither are is monolithic. When considering options in Authentication, you must go beyond the basics. There’s more to it than just knowledge based questions, one time passcodes and simple Voice Bio. It turns out there are many, many permutations of all in combination and I will explore many of them with you here. Users must feel safe and secure, but not fall into the uncanny valley when accessing sensitive data or making a high value transaction via voice. Sometimes that means adding back unnecessary friction or using legalese and complicated definitions to reassure them. However, there are clever ways to craft prompts and utilize other backend data like ANI matching and Fraud detection to complement the UX of Voice Bio. Levels of partial and full Authentication can be helpful as well. You don’t have to settle for one out of the box implementation. Let’s discuss.


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Interest Area: Design Date: February 29, 2024 Time: 10:30 am - 11:15 am photo of Simonie Wilson

Simonie Wilson
UX Design Manager – Conversation Design • Allstate