hello uh good morning and welcome to today’s webinar um we’re excited to talk about um identity insurance assurance

0:13

and addressing the Achilles heel of multi-factor authentication uh we’ll get into that and much more today um I’m

0:19

Derek top i’m the research director with opus research and um and yeah we’re looking forward to a lively discussion

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today uh looking at like how voice biometrics and identity assurance is

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improving approaches to multi-factor authentication especially how it helps business businesses build

0:35

trust with their with their agents with their employees and also build better customer experiences so I’m excited to

0:40

have validsoft here joey O’Donnell is with us and we’ll do some intros here in a second but before we begin just a

0:45

few housekeeping notes this is a live interactive webinar so we do encourage all of you listening in to uh to engage

0:52

with us to ask questions make comments uh you know do uh you know plan this is meant to be conversational so we do have

0:58

a um have a planned q a at the end as well but we’re also happy to answer questions uh throughout the entire um

1:05

throughout the discussion so um what you’ll do is uh there’s a ask a question button i think it’s below the viewer

1:10

screen here uh type in your questions tap your comments and we’ll um and we’ll engage you as part of the webinar so um

1:18

with that I’m gonna actually go on video here hello um we’re gonna introduce and introduce ourselves um and

1:24

uh and then we’ll get into the agenda and today’s discussion so um real quick just i’m Derek top i’m

1:30

the research director and senior analyst with opus research and uh as many of you know opus is a third party analyst firm

1:35

we cover um you know what we like to call um you know abroad talks around conversational technologies including uh

1:42

intelligent systems conversational intelligence and for the purposes of this uh discussion uh intelligent

1:47

authentication um and we produce reports webinars like this and uh lots of other things um we’re also an advisory service

1:53

so um please reach out to other questions and with that I’ll pass it over to dan miller well thanks but when

1:59

the video comes out i’m always surprised it’s good to see everybody um so i’m Daniel i’m the lead analyst and

2:06

actually founder of opus research and as such we’ve been around since 1985 86 but

2:14

right around 2003 we started covering voice biometrics um voice biometrics as

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essentially a mechanism for authenticating people over the phone and over that time um

2:27

we i think we’ve met just about every solution provider out there and um

2:34

valasoft has always stood out um just with sort of a forward looking approach

2:40

one that’s oriented towards privacy i know this isn’t an ad and we have some we have some substantive stuff uh to

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talk about but i think my point is and I’ll introduce I’ll throw it over to joe to

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talk a little bit about it but the um this this idea of um

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identity assurance um is something that i think we all uncovered um you know going

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back 12 years and you know have seen sort of evolve and that’s sort of the topic here you know

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what its relevance is now how things have changed and with that I’ll turn over to joe to give some bona fides and

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then we’re going to get into some pretty sensitive discussions i need to made up a word

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substantive thank you thanks for having us appreciate it uh joe doll here chief growth officer for ValidSoft

3:29

growth to us just means big levers in the channel OEMs alliances and things like that can help the

3:34

business grow as well as it gives us a great voice of the community and the narrative it keeps us really close to that to

3:40

build on everything dan just said um been doing this for about 30 years started out in voice over IP actually

3:46

pulling cable and installing phone systems and now as a cyber security

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executive um you know our mission is literally to

3:56

invert identity right up to now biometrics have been cute um they

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haven’t been fast they haven’t been accurate they’ve been funky to use and they’ve been kind of third fourth class citizen to proxy factors right

4:08

possession and things like that so our mission is to flip that on its on its head um pandemic digitalization has

4:16

accelerated that need because now there’s a uh interest in identity guarantee versus

4:21

assurance that is the human being that they say they are not what their device says they are but there is that human

4:28

being that she or he says there and there’s many different business outcomes that we’ll talk about here with dan um

4:33

and Derek today so thanks for having us really appreciate it no problem

4:38

so once these slides appear you’ll see so here’s our agenda i I’ve already introduced opus research um

4:45

uh joe introduced valid soft but what we’re here to talk about today

4:50

is just the things we’ve seen involved over the past let’s say five years or so when opus started out you know

4:57

covering voice biometrics like I said it was a mechanism for authenticating people over the phone usually landlines

5:04

um in contact centers but these days what we’re really talking about is um

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what opus calls intelligent authentication and it’s the fact that things like deep neural the same things

5:16

that make intelligent assistance smart the deep neural networking the pattern detection all that sort of stuff

5:23

can be implemented um across multiple channels in multiple

5:29

situations um and that it’s filling a role of not just authentication we’ll

5:34

get to the next step but authentication and fraud detection um I’ll turn it over a little bit we

5:41

used identity assurance in the title here it’s a term of art that evolved as having strong confidence

5:48

that an individual is whom he or she claimed to be but I think um as and as we’re going

5:56

to learn um it’s crossed a it’s crossed a river or whatever um into

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you know especially with um solution providers like valid soft where you’re not just assuring

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individual you know ensuring a company that the individual is whom he or she claims to be but vice versa but you can

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almost guarantee it and we’ll talk about that and then what it leads to in terms of um

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applications with an impact on customer experience with an impact on all

6:30

employees but primarily contact center agent experience and the latest dimension because one of the things we

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see and I brought us up on the side here is that you know business process outsourcers are taking an increasingly

6:44

important role in making all of the technologies that need to match together

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work and something like the solutions we’re talking about today

6:54

um become very important um for them as well any comment joe

7:01

yeah I’ll nail the one on the on the BPO piece what i’m seeing globally is a propensity not just to

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take a step up authentication method such as us but using something that is

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omnichannel passwordless and really easy to use like voice is imperceptible these ppos are doing it anyway they’re on the

7:19

phone talking and so what we’re seeing is a night a lot of opportunities where not only like a cell 2 opportunity but

7:27

more along lines of a competitive advantage opportunity that they’re taking it around you know instead of being just this super agent right where

7:34

there’s several definitions of super agent right some software ucas vendors

7:39

say superagent is an agent assist piece of software that’s true and then others in the bpo they have accreditation

7:46

programs where it’s a series of educational steps that makes that agent super right and so how can they be super

7:52

if they’re not trusted right if they’re not verified continuously that that agent is who she or he says they are and

8:00

they’re turning that around and making it a competitive advantage against other bpos so we’re seeing that dynamic in the marketplace then and we should clarify a

8:07

little here because guilty is charged three-letter abbreviation bpo business process outsourcer for some people you

8:15

know that that’s like almost any uh third party that um

8:20

that you know comes in and helps automate things for you or brings um

8:25

additional bodies to augment uh companies employees

8:30

in the e-commerce and contact center world they were you know there were particular ones that automated call

8:36

handling that brought more bodies to handle things during overflow periods but they but in in the world of

8:42

omni-channel commerce um it’s just there’s just a wide world of opportunity

8:48

and um just wanted to make sure for everybody attending that we weren’t

8:54

not defining a uh tla good great good save dan thanks exactly

9:01

okay so but when we talk about um identity assurance um I thought we’d

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drill a little down in you know what it is but also why it’s taken on increased

9:14

importance now and i’m not into reading slides so i’m gonna just sort of zip through this really fast there’s

9:20

been a heavy impact um especially during the lockdown

9:26

on the gig of the gig economy there’s not just bpos that are people

9:32

that are doing work for companies um it could be all of their employees so there’s a lot of work from home anywhere

9:39

anytime um uh another issue and joe you brought this up on our planning call yesterday

9:45

it’s like um really when you think about it everybody’s a contact center agent i mean

9:51

all rational companies these days should think of all of their employees as doing

9:57

customer as bringing the greatest benefit when they’re doing customer facing and then the third thing I think we need

10:03

to talk about is we’re entering an era of quote zero trust and um

10:09

actually I’ll lean on you a little bit for all three here um

10:14

sure um you know work from home anywhere the one thing that we often hit get hit

10:19

up for is that there’s employees by the thousands or hundreds of thousands have never met their supervisor

10:25

right i mean and they might have gone through the hr process they might have been onboarded

10:31

in you know some authentication program what have you and they’ve never really

10:36

you know shaken anybody’s hand we’re seeing a very interesting complement to the mfa market in in

10:44

enrollment right which is typically the weakest component of uh authentication is when people are

10:49

getting onboarded because you have to get it right the first time and so we’re seeing that added you know we want this

10:55

quote unquote identity guarantee throughout the whole process um that it is joe um so

11:02

and again the pandemic unfortunately spawned a lot of that but we’re seeing a lot of post pandemic depending on whatever your

11:08

thought process is on the pandemic over not we’re seeing that it’s not going away right there’s a lot of value that

11:14

people got out of it so that’s kind of in concert with everybody’s become a contact center

11:19

agent doctors nurses teachers politicians sales people right we’re

11:25

you know inside sales has most likely been you know call center like for a long time but really a lot of different professions

11:32

have become you know a victim of uh or yeah a victim of the microphone on

11:38

the ear and some sort of call center suite um as for zero trust i mean

11:45

you see a lot of vendors and rightfully so talk about you know cybers about humans and things like that well

11:52

how can you have zero trust least privilege defense and depth if you’re not i if you’re not sure that

11:58

that’s actually human at the end of those proxy factors and or devices what have you so we’re just like adding

12:04

that layer to that and again trying to raise you know voice biometrics based

12:09

on many different items that you know it’s mathematically superior it’s multimodal or omni-channel

12:16

you know um and it’s multi-dimensional both behavior and physical by just talking we’re trying to elevate you know the

12:23

presence of that factor uh in identity us you know assurance as well as

12:28

identity guarantee and we’re finding really good success at that yeah and just to clarify a little bit

12:34

more about zero trust um one of the sets of use cases we’re seeing is um where

12:40

in um in in the contact center once again a lot of the sales of solutions had been

12:48

to high volume high um uh value sort of interactions and

12:55

transactions as um voice file metrics among other intelligent authentication mechanisms

13:02

expand um they’re gonna move down market there’s going to be applications that are not high volume

13:08

and this sort of addresses you know if you engineer things with zero trust

13:14

you know that you know here’s somebody i haven’t encountered uh we’re hearing more and more questions

13:20

about hey what solutions attacked that that particular issue and i think you know

13:26

we’re finding that you know solutions like yours are orchestrated to

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do the right thing with these people um but it does get to this this um

13:41

idea that biometrics aren’t are not just sort of a nice to have add-on layer

13:47

but as you do this they are indeed a must and we’re seeing specifically

13:52

in the you know work from homework anywhere um applications where

13:58

you know part of the onboarding process is to enroll face or voice and face and other

14:05

behavioral i found our first typo traits at trains um

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and then there’s um in once enrolled uh we’ve seen chicheneri

14:18

of the work from home people where somebody might log in at the beginning of the shift um and then leave for their

14:24

next job so you want to sort of know who’s there so that that’s part of a um

14:31

of a solution that is continuous and sort of addresses that um human nature

14:37

of you know trying to do all you can to um you know have as many jobs as

14:43

possible generating revenue and not always being honest about it yeah dan you know what’s really interesting on

14:48

that to that point you know we’re getting we’re we’ve gotten out of self proclamation around you know our

14:54

implementation of voice biometric is x y and z uh we’re seeing a really good partnership uptake from the top mfa

14:59

players right now where we’re a primary or secondary idp identity provider

15:05

for them name the top five and we’re partnering with them so um there’s no real

15:10

the headwinds are kind of letting up right because we’ve developed something that is faster more accurate multimodal

15:17

omnichannel what have you and it and it complements their passwordless push because you’re now your voice or your

15:22

voice print is now your password and it’s only good for you right it’s data points they’re

15:28

encrypted in a one-way hash to a database that means nothing to anybody you can’t put them deduct back together

15:34

again it has no use unless i’m comparing one-to-one and so that speed and

15:39

accuracy really complements the existing mfa player so we’re getting zero friction from that community actually

15:46

the uptake’s been pretty cool yeah all right sorry i mean but just i mean

15:51

like let’s amplify it in some of the research we’ve done too we saw we had some we did a survey earlier in the year about intelligent authentication and

15:57

fraud prevention and really yeah there is a strong update around biometrics i mean certainly possession and knowledge

16:02

you know those types of typical identity and authentication factors are being used by the

16:09

vast majority of enterprises out there but there is a growing interest in biometrics voice having its specific

16:14

uh traits that are that are helpful we also have seen growth and behavioral and network authentication as well so yeah i

16:19

just wanted to emphasize that point yeah and then with the whole point being that this is it’s a business value right and so

16:26

like what why you know is that i think as we move to the next slide um i don’t know dan as far as when you think

16:33

mfa another tla we’re talking multi-factor authentication

16:39

i know that you know a lot of people use it every day and often they’ll get solicitations from

16:46

their banks or their mobile providers to add a second factor so you often see

16:52

2fa which i would argue is kind of weird the you know the text

16:57

messaging to text messaging a number to you that you can put in because you know it is a

17:04

little weird um so there are um among providers of multi-factor

17:10

authentication the recognition that a biometric solves a lot of

17:15

problems that are created by you know sort of going that simple route which has been around which said hey i need to

17:21

get rid of passwords nobody remembers them to then texting them uh

17:27

shortcodes which hey works around but it does get to before we go to the next slide

17:33

the um you know that we have crossed a um a chasm of sorts you know from

17:40

this identity assurance to you know you’re willing to make the bold step of you know guaranteed identity and i think

17:46

I’d like you know joe to put a little color on that as well sure because there’s a couple things

17:51

right so you’ve got you’ve got factors of authentication that are useful you know you’ve got a lot of things from

17:57

proxy and location all kinds of different possession factors that are very useful um on top of that providing

18:04

you know a layer of human identity a proof of life live means whatever you want to call it um really allows us to

18:10

take the next step to say yes it’s the underlying factor can be spoofed

18:16

stolen and sold right uh adding on the fact that we’re identifying an exact

18:21

human being right what we’ll do is we’ll grab you know and we’re getting the distortion out of the human body which

18:26

is different by every human might sound like you and i might sound alike my you know my brother i might sound alike but

18:32

to a mathematical equation we’re totally different because it’s above and beyond the hearing range of the human being so

18:38

we’re capturing that picture so to speak and we’re taking that back in secure means and really you can’t use it for anything

18:45

else than a one-to-one comparison even if you knew where that was there was nothing you can really do with it so

18:50

combined with the underlying factors combined with a biometric such as voice which again is mathematically

18:57

superior multimodal yada it’s it really allows us to go for that bold claim

19:03

and um it’s trying to spoof that or trying to you know fake

19:11

that it used to be one of the reasons why people didn’t buy it but now the chance of that i won’t do the math for

19:17

you here today but we could take it offline but the mathematical probabilities of getting it wrong versus

19:23

getting it right really favor the defenders and what we’re really trying to do is

19:28

advance the security maturity models of customers or security postures whatever add to their defense in depth add to

19:35

their zero trust add to their least things and we’re finding a really good uptake with that um just alone with

19:41

voice biometrics but on top of a solid uh multi-factor authentication

19:46

deployment um you can get now the confidence and start talking guarantees versus assurance

19:53

and that segues nicely into the slide that i accidentally brought up in the middle of your talk but you know it

19:58

it does tie directly to certain business outcomes um and i can let you

20:04

march through these because i was just taking notes when we were when we were um you know

20:09

rehearsing yesterday there’s a couple that we talked a little about proof of employment we kind of beat that one up um it pretty common

20:17

sense right that it could add to your process of some sort of identity program that you have underway uh the

20:24

big one for me especially in the contact center and in the great resignation period you know being an agent is tough

20:30

right you’re it’s an oxymoron right you’re supposed to delight people right but yet you end up playing cyber cop

20:36

and you interrogate them for three to six minutes on things like that right um and so

20:43

it’s not a fair fight of making call center agents the first line of cyber defense many of these breaches of

20:49

late as well as in the past um start with imposter and they start with social engineering they start with deep fakes

20:55

and then they move into the traditional you know attack cycle or kill chain whatever you want to use um

21:00

if we could be if we can help those agents out right because it’s not really a fair fight against nation shapes

21:06

nation states machines hackers groups and things like that they’re supposed to balance delighting a customer from

21:11

customer sat and protecting you know the threat surface which i think the

21:17

numbers between 60 and 70 of breaches in the enterprise begin with social engineering and impostering in a

21:24

contact center right so again not a fair fight and why would i want to keep that job

21:29

right it’s just such an oxymoron so if we could add to the vendors

21:34

you know agent assist super agent programs why not right because we’ll give them a fighting

21:40

chance where we’re going to do the dirty work to make sure that inbound caller is who she or he says they are we’ll

21:46

also do the compliance checks box that that agent is continuing with the continuously authenticated so the

21:52

corporation that hired that business process outsourcer agent can check that box but literally allow them to do their

21:59

job and be happy about doing their job versus you know losing an agent after

22:04

age because if you’ve got someone on a say a genesis call center right that knows health care really well as an

22:09

outsourcer that’s a competitive advantage for that process outsourcer you don’t want to lose her or him right

22:16

and so we’re trying to add to that whole agent assist um flare by adding a cyber assist to the

22:23

agents based on the fact that it’s very fragile their employment’s very fragile they can go anywhere in a phone call

22:29

and uh we can also enforce the fact that they can be super agents because they’re trusted agents right i don’t think you

22:34

can be super if you’re not trusted so um that that sorry get a little bit bent

22:40

around the retention axle but we run into that a lot and we think we have a lot of value uh for that that individual

22:48

that is that is making money for the outsourcer and or the company right and from the business point of

22:54

view or the bottom line point of view the cost of agent churn is huge

22:59

and the idea and you know what you what you were just saying is that you know asking them to do

23:04

mundane awful things like authenticate has been documented to be unpleasant

23:09

and at least part of the cause of you know job dissatisfaction so there’s retention of the agent

23:16

um uh related directly to improving you know these seamless authentication

23:21

methods the other thing that we talked a little bit about um you know so that that’s the

23:27

mating of dot two retention with dot three creation of super agents but the other aspect of

23:34

retention is um customer experience and you know the flip side being um

23:41

you know the marketing costs of uh that are associated if you’ve lost a customer and you have to regain

23:48

um or get new customers um it’s the same sort of things and

23:53

um there’s probably equally valid sets of data that would show that an unpleasant

24:01

um authentication experience a false rejection those sorts of things have a direct

24:06

negative impact on customer experience which here again impacts the bottom line as well

24:12

and then we had already talked a bit about the competitive advantage for the business process of sources so

24:18

we can probably eschew that so moving on to the next one um

24:25

i feel like the visions of the future get more and more vivid when

24:31

we find these we opus find these solutions that are bringing together mfa that are that are applying voice

24:37

biometrics uh in a way that actually that takes a leap in terms of the

24:43

frequently asked questions about you know accuracy and efficacy and that sort of thing but um yesterday you

24:50

brought up a couple of things that i think deserve a deeper dive by you um this is transparency and also the

24:58

word that that you brought up on the last slide which is um hey trust so you know maybe chat a little bit

25:05

about you know how we you know opens called it you know sort of seamless and friction free i

25:12

like the idea of transparent but I’d like to hear how you describe that

25:17

yeah so you know as we as we we’re already experiencing right now with you know ibas you know the interactive voice

25:23

assistants and bots and things like that that that a lot of people are speaking into microphones and at the other end it’s

25:29

coming out with something diff their eyes are you know obscured they’re an avatar you

25:34

know there’s something that they’re not their faces aren’t the same and we’re fine as there’s continuity in the in the human voice

25:40

right because it’s in a microphone whether it’s in-app whether it’s browser whether it’s in a phone what have you um

25:47

the ingress point for the voices is a point of capture where you can literally create a print and then at some day or

25:53

some future day you can you can compare against that print it’s very difficult almost impossible with the way things

25:59

are going to 3.0 and everything like that that people aren’t necessarily who they say

26:04

they are or they don’t appear on who they are but you can get the biometric from the

26:10

spoken voice and we’re seeing a lot of conversations in what we call metavoice

26:15

um which is which is our trademark around as we move into 3.0 and decentralized

26:21

autonomous organizations and different chat groups and things like that that there’s a distillation and a common

26:28

ground where voice uh is very useful in the identification

26:33

process unlike other biometrics and unlike other compute factors which can be

26:39

and are by its very nature altered and so a lot of emphasis on that in the

26:44

company and in the marketplace on how do we create some sort of identity assurance and it’s not just us it’s the

26:50

whole market is perplexed by this because uh if you look at it it’s pretty scary right the movies are coming true

26:57

so yeah it’s been true for a while right but how do we do it in a in a way

27:03

where we can rely on a biometric and or some other factors and how can people use

27:09

it in in imperceptible fashion right without having to do go to a key go to a

27:15

and one time password you know put these knowledge base factors in go back to a key to get like eight

27:22

different steps of authentication people just won’t use it and unused security is the worst security so

27:28

our goal is to make it imperceptible so people can actually use it and still get that omni channel stepped stepped-up

27:33

feeling right yeah i think i mean that we didn’t we didn’t mention it here but

27:40

this that ties directly into what we talked about when we talk about the conversational cloud in terms of having the these self-service these kind of

27:45

different channels the omni-channel approach that come in doesn’t matter how the customer gets the enterprise or gets to the brand you know through voice

27:51

or through assistant um having that that level of authentication that creates a personalized secure experience that can

27:57

can then that that conversational cloud you know infrastructure includes tapping into you know crms and really kind of

28:04

like you know back-end knowledge and kind of creating you know having that seamless experience

28:09

of i am here calling about my cable order or my package or whatever and that’s all

28:14

authenticated within that experience just it reinforces the same business impact

28:19

we’ve talked about from both at the age standpoint and also from just a customer standpoint knowing that i’m getting when i get done is truly a big

28:26

part of authentication conversational cloud and i went a different direction with the meta

28:32

you know thinking web 3 thinking of virtual worlds and the idea that you know we’ve been totally preoccupied with

28:38

security when you think of sort of an environment where individuals are

28:45

encountering each other without meeting that that’s you know what a call to a contact center had been but in a virtual

28:51

world um you sort of want to have confidence that the individuals you’re interacting with

28:57

are the are the people so it that they claim to be so it’s establishing trust in in a world where

29:04

we’re distanced but you know virtually together and that’s what gets kind

29:10

of interesting especially as you move to sort of the trust comment here that okay you know

29:16

here’s a technology that’s helping me be me and do the things i want to do um there’s going to be increased

29:23

exposure to the fact that some of these people are fake by design they’re you know they’re the robots um yeah and that

29:30

you know what’s needed is this technology with persistence so yeah dan to dog pile on that is that

29:37

you know it allows the service providers of these services to create service level agreements right like say

29:44

there’s a there might be a social uh or some decentralized site or group

29:50

that they want to cater to children right but right now they can’t

29:56

because there’s adults pretending to be children and vice versa right so they can create different service level

30:02

agreements to say based on some truthful biometric that okay they can securely

30:07

create this thing uh different lines of business possibly right um

30:12

you know you look at twitter wanting to get rid of bots right all those things you can learn things with

30:19

the technology and then the whole voice commerce component we can probably have a whole separate session on that but

30:24

yeah um you know people working with ibas and intelligent voice assistants

30:29

putting things in their shopping cart and all these things and it’s not me somebody else so there’s all kinds of

30:35

different things that uh are both exciting and scary uh as we move to the next horizon of this stuff

30:42

and we asked for it there are q a actually i want to cut to the chase here it said can you help me

30:47

understand what is meant by meta voice um this this is a great opening here

30:55

I’ll jump on that so basically you know with the forethought of looking out and saying um there are different types of

31:02

communications in in the metaverse if you will right there are avatars there are texting there is

31:08

typing but one thing that is in there it whether it be virtual virtually real or not is there is a voice

31:16

component of things so we categorize that as metavoice and we’ll build

31:22

applications and use cases around the whether you call it 3.0 whether you call

31:27

it decentralized stuff voice commerce uh you guys are doing

31:33

cloud i mean yeah you guys are well ahead that’s what we’ve kind of taken to shine you all is because you know you’re

31:39

well ahead of all the other analysts around you know deeming this thing as conversational cloud which is happening

31:44

right now you know i consider that part of metavoice as well so looking at all these different communication methods

31:51

that are changing so rapidly based on digitalization how do we create security mechanisms that improves postures maybe

31:58

create new lines of business and accelerate commerce that’s what we mean by my meta voice it’ll have a big impact

32:04

as a um attribute of the metaverse love it is the voice

32:12

it’s the role of voice in the metaverse and the metaverse is um

32:17

sort of self-defining or differs depending on who you talk to and what what’s neat is his voice will turn

32:24

out to be universal um just as it is in in in in real life

32:29

irl and um yeah it’s important to have this concept of

32:35

not just that hey it’s what you say in the meaning of what you say it it’s a big identifier as well so see there

32:41

Derek dan can even drop three letter acronyms he can exactly yeah he’s dropped one right there i can see him

32:47

texting that to his daughter or something like that yeah to my dog

32:52

how do you know yeah so and speaking of well we have a

32:58

couple comments i don’t know dan if you wanted to talk about those i thought you were going to um yeah oh i wanted to go right to that to that uh well in the

33:04

interest of time i cut to the to the big question um but so we do have the

33:11

evergreen question we get asked um you know whether it’s metavoice or whether it’s your voice print or

33:16

whatever um is it pii and is there pii did it again

33:23

personally identifiable information um that you know that has become the crux

33:28

of sort of or the bane of many companies that are investigating whether they want to

33:34

include voice biometrics in their you know their authentication or customer experience strategy yeah um

33:41

what are your thoughts there it’s near and dear to our hearts we’ve looked at the landscape right

33:47

building it out with privacy in mind and people talk a good game around that but they tend to hook the audio keep

33:53

the audio store the audio and guess what they’re in court right so right and again no one you know whether

33:59

i don’t think anybody’s maliciously doing anything but the fact that you need to innovate and build a technology

34:04

based on your specialty around taking what you need from a minimal perspective again we’re not a voice

34:11

recording system right we’re not a dictation system we’re not a system of record we’re a security tool and we need

34:17

x y and z and we get out right so hook the audio take what you need discard the audio

34:24

don’t transport it don’t store it don’t encrypt it we get what we need we get out and that’s why we

34:30

we advocate a lot of privacy programs and we can get teams that have projects

34:36

underway through that rigor based on the techniques that we use

34:41

we’re authenticating and verifying right we’re yes we can route smartly yes we can make

34:46

some we can deflect to you know other technologies no doubt about it but we’re not maintaining the

34:52

audio as a system of record which allows us to claim you know privacy if you will

34:58

we’ve got a lot of things for European privacy seals to back that up and if you if you implement the solution

35:04

set based on those our methodologies the customer or partner get to escrow those seals in their implementation so there’s

35:11

a lot of ways to do it um i think a lot of people are a victim of where they begin right being a security tool so we can move

35:18

quickly others started out as a voice tool and then they have to kind of

35:23

create a way to get pii or privacy uh into their dna by either building

35:30

something or acquiring something yeah makes sense

35:37

good well i think i think we’re on up on time here so we had a couple comments that came in really appreciate those and we can know kind of keep

35:43

conversation going after in um and you know our various social channels so um but yeah i do want to wrap up here and

35:50

um yeah i want to thank joe and dan and definitely all of you that were

35:55

listening in uh for today if you have any questions that qr code did come up if you’re able chance to zap that you’ll get more information

36:02

about validsoft um and of course feel free to reach out to any of us here at opus to learn more um so with that

36:08

thanks everyone yeah

36:14

thank you thank you